Refund policy

RETURN AND REFUND POLICY

Thank you for shopping with LUMA.

We want you to feel confident when purchasing from us. This Return and Refund Policy explains when products may be returned, how refunds are processed and what to do if an order arrives damaged, defective, incomplete or incorrect.

This Policy applies to purchases made through www.luma.com.

Nothing in this Policy limits or excludes any mandatory consumer rights available under the laws of your country of residence.

1. Return Period

You may request a return within 30 calendar days of the date your order was delivered.

Where an order is delivered in multiple packages, the return period for each product begins on the date that particular product is delivered.

To begin a return, you must contact us within the applicable return period at:

support@luma.com

Submitting a return request does not mean that the return has automatically been approved. We will review the request and provide the appropriate instructions.

Do not send products back without first contacting us.

2. Return Eligibility

To qualify for a discretionary return, the product should normally be:

  • In substantially the same condition in which it was received.

  • Unused or only handled as reasonably necessary to inspect it.

  • Free from damage, stains, scratches or signs of misuse.

  • Complete with all accessories, cables, mounting components, manuals and promotional items.

  • Returned in its original packaging where reasonably possible.

  • Accompanied by proof of purchase or the relevant order number.

Opening the packaging solely to inspect the product does not automatically make it ineligible for return.

However, where legally permitted, we may reduce the refund to reflect any loss in value caused by handling, installation, use or damage beyond what was reasonably necessary to inspect the product.

3. Starting a Return

To request a return, email support@luma.com and include:

  • Your full name.

  • Your order number.

  • The product you wish to return.

  • The reason for the return.

  • Photographs or video where the product is damaged, defective or incorrect.

  • Confirmation of whether the packaging and accessories are available.

Once the request has been reviewed, we will send you:

  • A return authorisation.

  • The correct return address.

  • Packaging and shipping instructions.

  • Any applicable return deadline.

  • Information regarding return shipping costs.

Returns sent without authorisation may be delayed, refused or sent to an incorrect facility.

4. Return Address

Products must be returned only to the address provided by our customer support team.

Our products may be dispatched by different international fulfilment partners. As a result, the address shown on the original shipping label may not be the correct return address.

Do not return products to the sender address printed on the package unless we expressly instruct you to do so.

Unauthorised returns sent to a supplier, warehouse, carrier facility, fulfilment centre or other address may not be traceable or recoverable.

We are not responsible for unauthorised returns sent to an address other than the address provided in our return instructions, except where applicable law provides otherwise.

5. Change-of-Mind Returns

A change-of-mind return includes situations where:

  • You no longer want the product.

  • You ordered the wrong quantity.

  • The product does not suit your personal preferences.

  • You selected the wrong product or variation.

  • You changed your mind after delivery.

For an approved change-of-mind return:

  • You are normally responsible for the return shipping cost.

  • The original standard shipping cost will be refunded where required by applicable law.

  • Additional charges paid for expedited or premium shipping may not be refundable beyond the cost of standard delivery.

  • The product must satisfy the eligibility conditions described in this Policy.

We recommend using a tracked shipping service and retaining the shipping receipt until the return has been completed.

We cannot guarantee a refund for a return that does not reach the designated return facility.

6. European and United Kingdom Withdrawal Rights

Customers who are legally entitled to a statutory cooling-off or withdrawal period may notify us that they wish to cancel an eligible online purchase within 14 days after receiving the product, without providing a reason.

After notifying us, the customer must return the product within the further period required by applicable law.

The customer will normally be responsible for the direct return shipping cost for a change-of-mind withdrawal where this was disclosed before purchase, unless:

  • We have agreed to pay the return cost.

  • The product is faulty, damaged or incorrect.

  • We failed to provide legally required information about return costs.

  • Applicable law requires us to pay the cost.

We may withhold the refund until we have received the returned product or the customer has provided sufficient evidence that it has been sent, whichever occurs first, where legally permitted.

The model withdrawal form at the end of this Policy may be used, but its use is not mandatory.

7. Damaged Products

If your product arrives damaged, contact us as soon as reasonably possible, preferably within 7 days of delivery.

Please provide:

  • Your order number.

  • A description of the damage.

  • Clear photographs of the product.

  • Photographs of the external packaging.

  • A photograph showing the shipping label.

  • A short video where needed to demonstrate the damage.

Keep the product, packaging and accessories until we have completed our assessment.

Depending on the circumstances, we may offer:

  • A replacement.

  • A refund.

  • Replacement components.

  • Another appropriate solution agreed with you.

The seven-day notification request helps us investigate the shipment promptly, but it does not remove any mandatory rights you may have regarding defective or non-conforming products.

8. Defective or Malfunctioning Products

If a product does not function as described, contact us at support@luma.com.

Before approving a replacement or refund, we may reasonably ask you to:

  • Confirm that the product has been charged correctly.

  • Follow basic troubleshooting instructions.

  • Test the product using the supplied instructions.

  • Provide photographs or a short video demonstrating the problem.

  • Confirm whether all supplied components are available.

Reasonable troubleshooting helps us determine whether the issue relates to the product, installation, charging method or another correctable cause.

You will not be required to perform unsafe, technically complex or unreasonable troubleshooting.

If the product is confirmed to be defective, we will provide a remedy consistent with applicable law, which may include repair, replacement, price reduction or refund.

We will cover reasonable return shipping costs where we require a confirmed defective product to be returned.

9. Incorrect Products

If you receive a product that is materially different from the product ordered, contact us as soon as possible.

Please provide your order number and clear photographs of:

  • The product received.

  • The packaging.

  • The product label or barcode.

  • The shipping label.

Once verified, we will arrange an appropriate solution, which may include:

  • Sending the correct product.

  • Providing a prepaid return method.

  • Issuing a refund.

You will not be responsible for reasonable return shipping costs when we sent the wrong product.

Minor variations in packaging, colour appearance, branding placement or non-essential product details do not necessarily mean that an incorrect product was delivered, provided that the product’s essential characteristics and functionality match the description.

10. Missing Items

Some orders are shipped in separate packages because products may be stored at different fulfilment centres.

Before reporting an item as missing, please check:

  • Your shipping confirmation emails.

  • Whether multiple tracking numbers were provided.

  • Whether another package is still in transit.

  • The contents of all packaging materials.

If all packages have been delivered and an item is still missing, contact us at support@luma.com.

Once verified, we will provide an appropriate replacement or refund.

11. Orders Not Received

If your order has not arrived within the estimated delivery period, first review the tracking information and our Shipping Policy.

A parcel is not considered lost solely because tracking has paused or has not updated for several days.

If the carrier confirms that the package has been lost, or if it has not arrived after the reasonable investigation period, we will provide an appropriate remedy, which may include:

  • Reshipping the order at no additional cost.

  • Refunding the affected product.

  • Refunding the full order where appropriate.

If we cannot ship within the timeframe promised at purchase, we will provide the delay, cancellation and refund options required by applicable law.

12. Packages Marked as Delivered

If tracking shows that an order was delivered but you cannot locate it, please:

  1. Confirm that the shipping address is correct.

  2. Check the mailbox, entrance, reception and any designated safe place.

  3. Ask household members, neighbours, building staff or reception.

  4. Contact the carrier or local delivery office.

  5. Allow until the end of the delivery day in case the parcel was scanned before final delivery.

If the package remains missing, contact us within 7 days of the reported delivery date.

We will review the available evidence and may open an investigation with the carrier.

Depending on the result of the investigation and applicable law, we may provide a replacement or refund.

We may be unable to refund or replace an order where reliable evidence confirms delivery to the correct address or where the customer authorised delivery to an unsecured location, except where applicable law provides otherwise.

13. Return Shipping Costs

Return shipping costs depend on the reason for the return.

Change of mind

The customer is normally responsible for return shipping.

Damaged, defective or incorrect products

We will cover reasonable return shipping costs where we require the product to be returned and the issue has been verified.

Depending on the destination, we may provide:

  • A prepaid return label.

  • Reimbursement of reasonable tracked shipping expenses.

  • Instructions for returning the product to a local or regional facility.

  • An alternative resolution that does not require a physical return.

Do not purchase expensive or expedited return shipping without our written approval. We may be unable to reimburse costs that were not reasonably necessary or authorised in advance.

14. International Returns

The authorised return location may differ from the location from which the order was originally dispatched.

Depending on the product, customer location and fulfilment arrangements, returns may be directed to:

  • A local return partner.

  • A regional return centre.

  • Our designated fulfilment facility.

  • Another authorised business address.

We will provide the applicable address before the product is returned.

Customers making change-of-mind international returns are responsible for any required customs declaration and return postage, unless applicable law or our written instructions state otherwise.

Returned products should be declared accurately as returned merchandise. We are not responsible for delays or charges caused by incorrect customs declarations made by the sender.

15. Return Tracking

Customers responsible for arranging their own return must use a tracked shipping method.

After sending the return, please email us:

  • The carrier’s name.

  • The tracking number.

  • A photograph or copy of the shipping receipt.

The customer remains responsible for the product until it reaches the authorised return facility, except where applicable law provides otherwise.

We are not responsible for independently arranged returns that are lost, damaged or delivered to the wrong address.

16. Return Deadline After Approval

Once a return has been approved, the product must normally be dispatched within 14 calendar days of receiving the return instructions, unless we agree to another period or applicable law requires otherwise.

A return authorisation may expire if the product is not sent within the stated period.

If the authorisation expires, contact us before shipping the product.

17. Inspection of Returned Products

Returned products may be inspected before a refund is approved.

The inspection may verify:

  • The identity of the product.

  • Its physical and functional condition.

  • Whether all accessories and components are included.

  • Whether the product shows signs of installation, misuse or damage.

  • Whether the returned item matches the original order.

If a product has been used, damaged or returned incomplete beyond what was reasonably necessary to inspect it, we may reduce the refund to reflect the resulting loss in value, where legally permitted.

We will not make deductions for reasonable handling or inspection where such deductions are prohibited by applicable law.

18. Products That Cannot Normally Be Returned

The following products may be excluded from discretionary change-of-mind returns where permitted by law:

  • Gift cards.

  • Products clearly personalised or made to the customer’s specifications.

  • Products damaged through misuse, improper installation or unauthorised modification.

  • Products returned without essential components.

  • Products not purchased directly from our website.

  • Free promotional products returned separately from the qualifying purchase.

  • Products for which the return period has expired.

These exclusions do not apply where a product is faulty, unsafe, incorrectly described or otherwise covered by mandatory consumer rights.

19. Bundles, Multipacks and Free Gifts

Products sold as a bundle or multipack must normally be returned as the complete bundle to receive a full refund.

For example, if you purchased a two-unit, three-unit or four-unit pack, all units and included accessories must normally be returned.

If only part of a bundle is returned, we may:

  • Refuse a discretionary partial return.

  • Recalculate the price of the products retained at their applicable individual price.

  • Deduct the reasonable value of missing products or promotional items.

  • Issue a partial refund where appropriate.

Any free gift supplied as part of a promotion must normally be returned when the qualifying order is returned in full.

If the free gift is not returned, we may deduct its disclosed or reasonable value from the refund where permitted by law.

20. Sale and Promotional Products

Products purchased during a sale or promotion remain eligible for return under this Policy unless the product was clearly identified as non-returnable and such an exclusion is legally permitted.

Refunds are based on the amount actually paid after discounts.

Discount codes and promotional benefits are not refundable in cash and may not be reissued after a return.

If returning part of an order means the remaining order no longer qualifies for a promotion, bundle price or minimum-purchase discount, the refund may be recalculated accordingly where this was disclosed and is permitted by law.

21. Exchanges

We do not guarantee direct exchanges because product availability and fulfilment locations may vary.

The fastest way to obtain a different product is normally to:

  1. Request a return for the original product.

  2. Wait for the return to be approved.

  3. Place a new order for the desired product.

Where appropriate, we may instead arrange a direct replacement.

Any statutory rights to repair or replacement for faulty products remain unaffected.

22. Refund Method

Approved refunds will be issued to the original payment method used for the order, unless another method is expressly agreed or required by law.

We cannot normally send a refund to:

  • A different payment card.

  • A different bank account.

  • Another person.

  • A payment method not used for the original order.

If the original payment method is no longer active, your bank or payment provider will normally route the refund according to its own procedures.

23. Refund Amount

Depending on the reason for the return, an approved refund may include:

  • The purchase price of the returned product.

  • Applicable taxes paid.

  • Standard outbound delivery charges where required by law.

  • Reasonable authorised return shipping expenses for defective, damaged or incorrect products.

The following amounts may not be refundable where legally permitted:

  • Expedited or premium delivery costs above the standard shipping rate.

  • Unauthorised return shipping expenses.

  • Customs duties paid directly to government authorities.

  • Costs caused by an incorrect address provided by the customer.

  • Loss in value caused by excessive handling, damage or missing components.

  • The value of unreturned bundle items or promotional gifts.

We do not charge an arbitrary restocking fee. However, lawful deductions may be made for actual loss in value or direct costs attributable to the customer.

24. Refund Processing Time

Once the returned product has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds are normally initiated within 5–10 business days.

Where applicable law establishes a shorter deadline, we will process the refund within that legally required period.

After we initiate the refund, your bank, card issuer or payment provider may require additional time to display the funds in your account. This processing time is outside our direct control.

25. Late or Missing Refunds

If we have confirmed that a refund was issued but it does not appear in your account:

  1. Check the original payment method.

  2. Contact your card issuer or bank.

  3. Allow for the provider’s processing period.

  4. Contact us at [CUSTOMER SUPPORT EMAIL] if the refund remains missing.

Please provide your order number when contacting us.

26. Cancellations Before Dispatch

We process orders as quickly as possible.

To request a cancellation, contact us within 12 hours of placing the order.

We will make reasonable efforts to cancel it, but cancellation cannot be guaranteed once processing or fulfilment has started.

If the order has already been dispatched, it cannot normally be intercepted or cancelled in transit. You may request a return after delivery in accordance with this Policy.

This section does not limit any mandatory withdrawal or cancellation right available under applicable law.

27. Refused or Unclaimed Deliveries

Refusing delivery or failing to collect a package does not automatically complete a valid return.

If a parcel is refused or unclaimed without prior authorisation:

  • It may be returned to a carrier facility or fulfilment partner.

  • Return processing may be significantly delayed.

  • We may be unable to identify the parcel.

  • Reasonable return, handling or customs costs may be deducted where legally permitted.

Contact us before refusing a shipment unless the parcel is visibly damaged or refusing it is reasonably necessary to exercise a legal right.

28. Incorrect or Incomplete Addresses

Customers are responsible for entering an accurate and complete delivery address.

If a package is returned because the address supplied was incorrect or incomplete, we may offer:

  • Reshipment after payment of the reasonable additional shipping cost.

  • A refund after deducting non-recoverable shipping and return costs, where legally permitted.

If the order has not yet entered fulfilment, we will make reasonable efforts to correct the address after receiving your request.

29. Refunds Without a Physical Return

In some cases, we may determine that returning a product is unnecessary or commercially unreasonable.

At our discretion, we may offer:

  • A full refund without return.

  • A partial refund without return.

  • A replacement without return.

  • Replacement components.

  • Store credit, where accepted by the customer.

Any such resolution applies only to the particular claim and does not create an obligation to provide the same resolution in future cases.

We may ask the customer to safely dispose of, recycle or retain the product.

30. Evidence and Fraud Prevention

We may request reasonable evidence to evaluate a return, refund or replacement claim.

This may include:

  • Photographs.

  • Video.

  • Packaging images.

  • Shipping labels.

  • Product serial numbers.

  • Carrier correspondence.

  • Proof of return.

  • Confirmation of the delivery address.

Claims involving altered evidence, substituted products, false delivery reports, repeated abuse or other suspected fraud may be denied and reported to the relevant payment provider or authorities.

This section will not be used to unreasonably obstruct legitimate consumer claims.

31. Chargebacks and Payment Disputes

We encourage you to contact us before opening a payment dispute so that we have an opportunity to investigate and resolve the issue.

Opening a chargeback does not create entitlement to both a merchant refund and a payment-provider refund for the same transaction.

Where a dispute has already been opened, we may need to resolve the matter through the payment provider’s process and may be unable to issue a separate refund while that dispute remains active.

Nothing in this section limits your lawful right to contact your bank, card issuer or payment provider.

32. Manufacturer and Statutory Warranties

Any commercial warranty offered with a LUMA product is additional to your mandatory statutory rights.

Products must conform to their description and meet any legal guarantees applicable in the customer’s country.

Where a product is covered by a statutory guarantee, the remedies available may include:

  • Repair.

  • Replacement.

  • Price reduction.

  • Refund.

The applicable remedy may depend on the nature of the problem, the time elapsed since delivery and local law.

33. Gifts

Refunds are normally issued to the original purchaser and original payment method.

If you received a LUMA product as a gift, contact us so we can review the available options. We may require the original order number or purchaser information.

We cannot disclose private order or payment information to a gift recipient without appropriate authorisation.

34. Policy Abuse

We reserve the right to limit discretionary returns or promotional benefits where there is clear evidence of:

  • Repeatedly purchasing and returning used products.

  • Returning a different product from the one ordered.

  • Removing components and returning an incomplete product.

  • Making intentionally false claims.

  • Abusing promotional or refund programmes.

Any restriction will be applied reasonably and will not limit mandatory consumer rights.

35. Changes to This Policy

We may update this Return and Refund Policy to reflect changes in our products, fulfilment arrangements, business operations or legal obligations.

The version applicable to your purchase will normally be the version published when your order was placed, unless a later version is more favourable to you or a change is required by law.

36. Contact Information

For returns, refunds or order-related issues, contact us.

Please include your order number in all correspondence.

MODEL WITHDRAWAL FORM

Complete and send this form only if you wish to withdraw from an eligible purchase. You may also contact us by email instead.

To:
LUMA
[LEGAL COMPANY NAME]
[REGISTERED BUSINESS ADDRESS]
[CUSTOMER SUPPORT EMAIL]

I hereby give notice that I withdraw from my contract for the sale of the following products:

Product(s):
[INSERT PRODUCT DETAILS]

Order number:
[INSERT ORDER NUMBER]

Order date:
[INSERT ORDER DATE]

Delivery date:
[INSERT DELIVERY DATE]

Customer name:
[INSERT FULL NAME]

Customer address:
[INSERT ADDRESS]

Customer signature:
[ONLY REQUIRED IF SUBMITTED ON PAPER]

Date:
[INSERT DATE]