Refund, Exchange & Treatment Package Policy
This Refund, Exchange & Treatment Package Policy (“Policy”) governs all sales of products, procedures, treatments, and treatment packages provided by The Lumé Aesthetics (“The Lume”, “we”, “us”, or “our”).
All customers are required to read, understand, and acknowledge this Policy before making any purchase or payment.
1. General Principles
1.1 Finality of Sales
All sales are final. The Lume adopts a strict no-refund and no-cancellation policy for all procedures, treatments, treatment packages, and products, except where otherwise required by applicable law.
1.2 Discretionary Exceptions
Any exception to this Policy shall be granted solely at the absolute discretion of The Lume. We reserve the right to approve or decline any refund, exchange, extension, or other request without providing reasons.
1.3 Treatment Outcomes
The Lume does not guarantee any specific treatment outcome, result, or level of improvement. Individual results vary depending on factors including age, skin condition, lifestyle, medical history, and adherence to post-treatment instructions.
1.4 Customer Disclosure Obligations
Customers are responsible for providing complete and accurate medical information prior to receiving any treatment. The Lume shall not be liable for any adverse outcome arising from undisclosed medical conditions, medications, allergies, or contraindications.
1.5 Package Validity
All treatments, procedures, and treatment packages are subject to a validity period commencing from the date of purchase.
Validity periods may range from one (1) month to twenty (20) months, depending on the specific treatment, procedure, or package purchased. The applicable validity period will be communicated at the point of sale.
Customers are solely responsible for utilising their purchased treatments within the applicable validity period. The Lume is under no obligation to provide reminders or notifications regarding package expiry.
Requests for extension of expired treatments or packages may be considered strictly on a goodwill basis and remain subject to the sole and absolute discretion of The Lume.
2. Products
2.1 Refunds
2.1.1 Eligible Product Refunds
Refund requests for products may only be considered if the product:
- Remains unopened;
- Has not been used;
- Is in its original condition; and
- Is returned in its original packaging.
Any such refund shall be granted solely as a goodwill gesture and must be requested within seven (7) days from the purchase date stated on the original receipt.
2.1.2 Non-Refundable Purchases
Products purchased using any of the following are strictly non-refundable:
- Gift vouchers;
- Promotional offers;
- Package bundles;
- Store credits;
- Loyalty rewards; or
- Discounted pricing.
2.1.3 Resale Assessment
The Lume reserves the right to assess whether a returned product remains suitable for resale. Refund requests may be declined if the product is deemed unsuitable for resale for any reason.
2.2 Product Exchanges
2.2.1 Opened or Partially Used Products
Opened or partially used products may be considered for exchange solely as a goodwill gesture.
Where applicable, The Lume may offer to repurchase the product at up to twenty percent (20%) of its original purchase value, provided that no more than twenty-five percent (25%) of the product contents have been used.
The Lume’s assessment shall be final and binding.
2.2.2 Medical Allergic Reactions
If a Singapore-registered medical practitioner certifies in writing that a customer has experienced a medically verified allergic reaction directly attributable to the product, The Lume may consider a refund or exchange.
The affected product and supporting medical documentation must be submitted within seven (7) days of the medical certification date.
The Lume reserves the right to seek an independent review by its appointed medical advisor before making any decision.
2.2.3 Exchange for Higher Value Products
Customers may exchange a purchased product for another product of higher value by paying the applicable price difference.
No cash refund, credit, or balance adjustment will be provided where the replacement product is of lower value.
2.2.4 Review Period
Where a product is subject to medical review, distributor assessment, or manufacturer inspection, processing may take up to six (6) weeks or longer.
3. Procedures and Treatment Packages
3.1 Package Structure
3.1.1 Paid Sessions Before Complimentary Sessions
All paid treatment sessions must be fully utilised before any complimentary, bonus, promotional, or free sessions may be redeemed.
3.1.2 Package Changes
Customers are not permitted to upgrade or downgrade within the same treatment package category unless otherwise approved by The Lume.
3.2 Refunds
3.2.1 No Refund Policy
All procedures, treatments, and treatment packages are strictly non-refundable.
3.2.2 Exceptional Refund Calculations
Where The Lume elects, at its sole discretion, to consider a refund request, the refund amount shall be calculated as follows:
Refund Amount = Total Amount Paid − Retail Value of All Utilised Treatments
3.2.3 Retail Value Determination
“Retail Value” refers to the prevailing published walk-in price of each treatment or procedure at the time the refund request is submitted.
The Lume’s determination of Retail Value shall be final.
3.2.4 Circumstances Where Refunds Will Not Be Granted
Refunds will not be granted under any of the following circumstances:
- The package has expired;
- Only complimentary or free sessions remain;
- The package was purchased through an instalment payment plan;
- The package was purchased using gift vouchers;
- The package was purchased under promotional, discounted, preferential, or special pricing arrangements.
3.2.5 Package Extensions
Requests for package extensions may be considered on a goodwill basis only.
Any extension granted does not alter, waive, or override the no-refund provisions contained in this Policy.
3.3 Exchange of Treatment Packages
3.3.1 Exchange Eligibility
Customers may request to exchange an existing treatment package for another package of equal or higher value, subject to approval.
3.3.2 Calculation of Remaining Value
Unused package value will be determined after deducting the retail value of all utilised treatments.
Where the replacement package is of higher value, the customer must pay the difference.
3.3.3 Exchange Limitations
An exchange may only be approved:
- Once per package;
- While the package remains valid; and
- Where paid treatment value remains available.
Expired packages and packages with only complimentary sessions remaining are not eligible.
3.3.4 Discretionary Approval
The Lume reserves the right to approve or decline any exchange request at its sole discretion.
4. Administrative and Processing Requirements
4.1 Submission Requirements
All refund or exchange requests must:
- Be submitted in person;
- Be completed using the official The Lume Request Form; and
- Be accompanied by the original purchase receipt.
4.2 Processing Time
Where a refund is approved, processing may take up to three (3) months or longer to accommodate verification, compliance reviews, and administrative procedures.
4.3 Refund Method
Approved refunds will be issued solely by cheque payable to the customer named on the original purchase record.
For security purposes, collection must be made in person by the customer or an authorised representative with appropriate documentation.
4.4 Administrative Charges
Administrative fees, banking charges, payment gateway fees, credit card processing fees, and any related costs may be deducted from the approved refund amount.
5. Interpretation and Amendments
5.1 Governing Language
In the event of any inconsistency, discrepancy, or dispute regarding the interpretation of this Policy, the English version shall prevail.
5.2 Policy Updates
The Lume reserves the right to amend, revise, or update this Policy at any time without prior notice.
The latest version of this Policy shall supersede all previous versions and shall take effect immediately upon publication or implementation.
Last Updated: June 2026