Returns & refunds
Unopened products can be returned within 30 days of delivery.
30-day return window
You may request a return within 30 days of the delivery date. Contact us inside that window and, if the item qualifies under this policy, we will send return instructions. Requests received after 30 days cannot be accepted, so please write to us as soon as you notice a problem.
What can be returned
Our products are applied to the skin, so returns are handled with hygiene in mind:
- Products that are unopened, unused and in their original sealed packaging can be returned within 30 days of delivery.
- Opened or used skincare and body-care products cannot be returned or exchanged, unless they arrived damaged, defective or were not the item you ordered.
- Free gifts or samples included with a qualifying order should be returned together with the purchase where reasonably possible.
- Gift cards and clearly marked final-sale items cannot be returned.
If you are not sure whether an item qualifies, email support@ngocsenviet.com before sending anything back.
How to start a return
- Email support@ngocsenviet.com with your order number, the item(s) you wish to return and the reason. For damaged, defective or incorrect items, attach clear photos of the product and its packaging.
- We review the request and reply within 1 to 2 business days with a return authorisation and the return address.
- Pack the item securely and send it with a tracked service within 14 days of receiving the authorisation. Keep your proof of postage.
Please do not post anything before you receive return instructions. Returns sent without authorisation may be delayed or refused.
Return shipping costs
If you are returning an unopened product because you changed your mind, you pay the return shipping cost, and the original shipping charge (if any) is not refunded. If we made a mistake, or the product arrived damaged or defective, we cover the return shipping and refund the original shipping charge as well.
Damaged, defective or incorrect items
Report damaged, defective or incorrect items within 7 days of delivery with photos. We will send a replacement at no cost or issue a full refund, whichever you prefer. In many cases we will not need the damaged item back.
Refunds
Once your return arrives and passes inspection, we approve the refund and send you an email confirmation. Refunds are issued to the original payment method within 5 to 10 business days of approval. Your bank or card issuer may take a few additional days to post the credit. If 15 business days have passed since our confirmation email and you still see no refund, contact your payment provider first, then email support@ngocsenviet.com so we can help.
Exchanges
We do not process direct exchanges. If you would like a different product, return the unopened item for a refund and place a new order whenever you are ready.
Cancellations
Orders can be cancelled free of charge as long as they have not been dispatched. Email support@ngocsenviet.com as soon as possible with your order number. Once a parcel has left our facility it cannot be cancelled, but you can return eligible items under this policy after delivery.
Contact
Customer care for LUMANCE, operated by LUMANCE: support@ngocsenviet.com. Please include your order number in every message.