Refund & Return Policy

1. Return Eligibility

We want you to feel confident about your purchase. Items may be returned for a refund or exchange if all of the following conditions are met:

• The product is unopened, unused, and unswatched, with the original seal intact.
• The product is returned in its original packaging, including the outer box.
• The return request is made within the timeframe stated in Section 2.
• Proof of purchase (order confirmation message or WhatsApp order reference) is provided.

Because Lumi by Mahek products are cosmetics applied directly to the skin and lips, we are unable to accept returns on any item that has been opened, used, swatched, or shows signs of having been tested, for hygiene and safety reasons.

2. Return Timeframe

You have 7 calendar days from the date of delivery to request a return or refund. Requests made after this window will not be eligible, except where required by applicable UAE consumer protection law.

3. Non-Returnable Items

The following cannot be returned or refunded:

• Any opened, used, or swatched lipstick.
• Items without their original packaging or seal.
• Items purchased as part of a final sale or clearance offer, where stated at the time of order.
• Gift cards or promotional credit, where applicable.

4. How to Request a Return

To request a return, please contact us within the timeframe above via WhatsApp or phone with the following details:

• Your full name and order details (date ordered, shade, quantity).
• The reason for your return request.
• A photo of the unopened product and its packaging.

Once we confirm eligibility, we will arrange collection or provide a return address, and advise on next steps. Please do not send any item back before receiving confirmation from our team.

5. Refund Method & Timing

Approved refunds are issued using the same payment method used at checkout (cash on delivery refunds are returned via bank transfer). Please allow:

• 3–5 business days for the returned item to be received and inspected.
• 5–7 business days thereafter for the refund to be processed and reflected.

You will receive a confirmation message via WhatsApp once your refund has been processed.

6. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery with photos of the item and packaging. In these cases, opened items are accepted for inspection, and we will offer a replacement or full refund at no additional cost to you, including any return shipping.

7. Exchanges

As Lumi by Mahek currently offers a single shade, exchanges are limited to replacing a defective or incorrect item with the same product. If our range expands to additional shades, exchange requests for an unopened item in a different shade will be considered case by case within the same 7-day window.

8. Return Shipping Costs

For change-of-mind returns (where the item itself is not faulty), return shipping costs are the customer's responsibility unless otherwise agreed. For damaged, defective, or incorrect items, we cover the cost of return shipping.

9. Order Cancellations

You may cancel your order free of charge at any time before it has been dispatched. Once an order has shipped, it is treated as a return under the terms above. To cancel, message us as soon as possible via WhatsApp with your order details.

10. Contact Us

For any questions about this policy or to begin a return, reach out to our team directly — we aim to respond within one business day.