1. Who we are
The website www.neolumo.com (the “Website”) is operated by Skinerum B.V., doing business as NeoLumo (“NeoLumo”, “we”, “us”), a company registered in the Netherlands, with a registered address at Transportweg 15, 2742 RH Waddinxveen, the Netherlands. US office: 300 Commerce Drive, New Holland, PA 17577, USA.
By placing an order on the Website, you agree to these Terms and Conditions, our Shipping Policy, Return & Refund Policy, and Privacy Policy.
2. What we sell
NeoLumo is the brand owner of the products sold on this Website. We sell our own NeoLumo-branded products only, and we are not a reseller of third-party brands. Our range includes:
- Skincare products: facial care, body care, the Caviar Collection and skincare sets (creams, serums, gel peels, masks).
- Electronic beauty devices: home-use units using LED light, microcurrent and vibration (for example, the FaceLift, EyeLift and NeckLift systems), sold alone or in Integrated Systems with matching creams.
Products bought from sellers not authorized by Skinerum B.V. are not covered by these Terms or our warranty. See our Un-authorized Dealers page.
3. What to expect from our products
NeoLumo products are cosmetic products and personal-care devices for home use. They are not medicines or medical devices, and they do not diagnose, treat, cure or prevent any disease or medical condition.
- Results vary from person to person, depending on skin type, age, lifestyle and how regularly the product is used. We do not guarantee any specific result or a result within a specific time.
- Photos, “before and after” images and customer reviews show individual experiences and are not a promise of the same outcome.
- Always read the label, the ingredient list and the device manual before use. Do a patch test before first use of any skincare product. Stop use and consult a doctor if irritation occurs.
- Do not use the electronic devices if you are pregnant, have a pacemaker or other implanted electronic device, epilepsy, light sensitivity, or an active skin condition in the treatment area, unless your doctor approves. Full warnings are in each device manual.
4. Orders and contract
You must be at least 18 years old to order. An order is a request to buy. The contract is formed when we send you an order confirmation e-mail. We may refuse or cancel an order if a product is out of stock, if the price shown was clearly wrong, or if we suspect fraud. If we cancel after payment, we refund you in full within 5 business days.
5. Prices and payment
Prices are shown in euro (EUR) and include VAT where applicable. Shipping costs are shown at checkout before you pay. Orders outside the EU may be subject to import duties and taxes, paid by the recipient (see Shipping Policy).
We accept Visa, Mastercard [CONFIRM: other methods, e.g. PayPal]. Your card is charged when you place the order. Card details are processed by our payment provider over a secure encrypted connection; we do not store your full card number.
Discounts and VIP Club codes cannot be combined unless stated, and cannot be exchanged for cash.
6. Shipping
Orders are processed within 1–2 business days and shipped as set out in our Shipping Policy. Risk in the products passes to you on delivery.
7. Returns, refunds and cancellation
You can cancel or return an order as set out in our Return & Refund Policy. This does not affect your statutory rights as a consumer.
8. Warranty on devices
NeoLumo electronic devices carry a [CONFIRM: 2-year] warranty from the delivery date against manufacturing defects, in addition to your legal guarantee rights. Register your device on our Warranty Registration page. The warranty does not cover damage from misuse, drops, water, unauthorized repair, or normal wear of batteries and accessories. To make a claim, e-mail service@neolumo.com with your order number and a short description or video of the fault; we will repair or replace the device, or refund you if neither is possible.
9. Chargebacks and disputes
If there is a problem with your order, please contact us first at service@neolumo.com. We answer within 1 business day and in most cases resolve the issue faster than a card dispute.
10. Liability
We are liable for products that are defective or not as described, as required by law. To the extent the law allows, we are not liable for indirect loss, or for harm caused by using a product against its instructions or warnings. Our total liability for an order is limited to the amount you paid for it. Nothing in these Terms limits liability that cannot be limited by law.
11. Intellectual property
All content on the Website (texts, images, logos, the NeoLumo name) belongs to Skinerum B.V. and may not be copied without our written permission.
12. Privacy
We process your personal data as described in our Privacy Policy.
13. Governing law and complaints
These Terms are governed by Dutch law. If you are a consumer, you keep the protection of the mandatory laws of the country where you live. Complaints can be sent to service@neolumo.com. EU consumers may also use the EU Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr.
14. Changes
We may update these Terms from time to time. The version on the Website when you place your order applies to that order.
