Refund policy

Refund and Returns Policy

Last updated: 28 September 2026

This policy applies to purchases from Lucevelle, operated by eGridSync LTD. Nothing in this policy limits your statutory rights.

1. Our 30-day money-back guarantee

If you're not happy with your order for any reason, contact us within 30 days of delivery and we'll refund the price you paid for the goods. Unopened items in their original packaging can simply be sent back to us. If you've opened or used an item, send us a photo instead: for hygiene reasons we usually won't ask for it back.

2. Your legal right to cancel (United Kingdom and EU customers)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving the goods, without giving any reason. You then have a further 14 days to return the goods to us. We will refund the price of the goods and the standard outbound delivery charge within 14 days of receiving the returned goods, or of receiving evidence that you have sent them back, whichever is earlier.

To exercise this right, email support@lucevelle.com with a clear statement that you are cancelling. You do not need to use a particular form of words.

3. Items that cannot be returned once opened

For reasons of health protection and hygiene, the following cannot be returned once the seal has been broken or the item has been used:

Cosmetics, skincare and any product applied to the skin
Supplements and other ingestible products
Personal grooming devices and any device with direct skin contact where hygiene seals have been removed

This exclusion does not apply where the item is faulty, damaged, not as described, or not what you ordered. In those cases you may return it whatever its condition. This section also doesn't limit the money-back guarantee in section 1.

4. Faulty, damaged or incorrect items

If an item arrives faulty, damaged or is not the item you ordered, contact us within 30 days of delivery and we will arrange a replacement or a full refund including all delivery costs, at your choice. We pay the return postage.

6-month device warranty. Our electrical tools are covered against manufacturing defects for 6 months from delivery. If one stops working properly in that time, contact us and we'll send a replacement or refund you.

UK customers: under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have a short-term right to reject within 30 days, and rights to repair, replacement or a price reduction after that. This policy does not affect those rights.

5. How to start a return

Email support@lucevelle.com with your order number and what you are returning.
We will reply within one working day with a return address and, where applicable, a prepaid label.
Pack the item securely and send it back. Keep your proof of postage.

Please do not send items back without contacting us first — unannounced returns can take considerably longer to process.

6. Return shipping costs

We pay return shipping where the item is faulty, damaged, incorrect, or where you are exercising a statutory cancellation right on a UK or EU order. For a change-of-mind return outside those circumstances, you pay the return postage.

7. Refund timing and method

Refunds are issued to the original payment method. We process refunds within 3 working days of receiving the returned item and will email you when we do. Your bank or card issuer then takes its own time to post the funds, typically 3 to 10 working days. We do not control that part.

8. Exchanges

The fastest way to exchange is to return the original item for a refund and place a new order, so you are not waiting for the return to arrive before the replacement ships.

9. Orders that are refused or undeliverable

If a parcel is returned to us because delivery was refused or the address was incorrect, we will refund the goods but not the original outbound shipping cost.