Free shipping in France, free returns within 30 days, and a 2-year statutory conformity warranty. Here's precisely how each of these commitments applies.
1. Shipping
Each order is prepared as soon as payment is confirmed, for delivery within 20 days. You'll receive a tracking number by email as soon as the parcel is handed to the carrier.
- Mainland France: free · within 20 days
- European Union: €6.90 · within 20 days
- Switzerland and United Kingdom: €6.90 · within 20 days
- Corsica and overseas territories: quote on request · contact us
The 20-day timeframe is indicative and runs from order confirmation. Outside the European Union, any customs duties remain the recipient's responsibility.
2. Tracking and damaged parcels
If tracking hasn't updated for five business days, write to us: we'll open an inquiry with the carrier and reship your order if the parcel is declared lost.
If a parcel arrives visibly damaged, note your reservations on the delivery slip and send us a photo within three days. We'll proceed with a replacement without waiting for the product to be returned.
3. 30-day return and withdrawal
The law grants you fourteen days to withdraw. We extend this to thirty days from receipt, because an LED routine takes several weeks to show results — you should be able to judge for yourself first.
- No reason required, no questions asked.
- Return shipping covered from mainland France.
- The product must be complete, with its accessories and packaging, in a condition suitable for resale.
- The conductive gel, once unsealed, is a hygiene product and cannot be returned.
4. Return procedure
- Write to shop.visiniona@gmail.com with your order reference (format LUM-XXXXXX).
- We'll send you a prepaid return label within 24 business hours.
- Put the mask and its accessories back in their packaging, attach the label, and drop the parcel at a pickup point.
- We confirm receipt and issue the refund.
5. Refund
The refund is issued to your original payment method, no later than fourteen days after we receive the return — in practice within three to five business days. It covers the product price and the standard shipping fee originally paid.
If the product comes back to us incomplete or damaged beyond normal trial use, we may apply a proportionate deduction, the amount of which will be communicated and justified to you before any refund.
6. Exchange
We don't offer exchanges as such: we refund your return and you place a new order. This is faster and guarantees you the price displayed at the time of your new purchase.
7. 2-year warranty
The LED Skin Mask is covered by the statutory conformity warranty under the French Consumer Code: for twenty-four months from delivery, any conformity defect — failed LEDs, an electronic fault, breakage under normal use — entitles you to repair, replacement or refund. The Civil Code's hidden-defects warranty applies on top of this. We do not offer any additional commercial warranty.
- Return and reshipping costs covered.
- Repair or replacement within 10 business days of receipt.
- We cannot guarantee how long spare parts will remain available: write to us before buying if repairability matters to you.
Excluded: drops, immersion, opening the casing, use of a non-compliant charger, and normal wear of textile parts.
8. Contact us
Email: shop.visiniona@gmail.com · Response time: 48 business hours.
Please never return a product without notifying us first: without a return reference, we cannot match the parcel to your order.