Politique de remboursement

Returns & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility for Returns

  • Your item must be in the same condition that you received it
  • Unworn or unused, with tags
  • In its original packaging
  • You must have the receipt or proof of purchase

How to Start a Return

Contact us at info@purewhitelume.com.

Returns must be sent to:

Pure White Lumé
152-160 City Road
EC1V 2NX London
United Kingdom

If your return is accepted:

  • We’ll send you a return shipping label
  • We’ll provide instructions on how and where to send your package

Note: Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon reception and contact us immediately at info@purewhitelume.com if:

  • The item is defective
  • The item is damaged
  • You received the wrong item

We’ll evaluate the issue and make it right.

Exceptions / Non-returnable Items

We cannot accept returns for:

  • Perishable goods (e.g., food, flowers, plants)
  • Custom products (special orders, personalized items)
  • Personal care goods (beauty products)
  • Hazardous materials, flammable liquids, or gases

If you have questions about your specific item, contact us at info@purewhitelume.com.

We do not accept returns on sale items or gift cards.

Exchanges

The fastest way to get what you want is to:

  1. Return the item you have.
  2. Once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling Off Period

If your order is shipped into the European Union, you have the right to:

  • Cancel or return your order within 14 days
  • For any reason, without justification

Items must be in the same condition you received them — unworn, unused, with tags, in the original packaging — and you must have proof of purchase.

Refunds

  • We’ll notify you once we’ve received and inspected your return
  • We’ll confirm whether your refund is approved
  • If approved, you’ll be refunded automatically to your original payment method within 10 business days

Please note: Your bank or credit card company may take additional time to process and post the refund.

If more than 15 business days have passed since approval, contact us at info@purewhitelume.com.