Refund policy
Refund & Returns Policy
At LumoLuxe, we want you to love what arrives. If a piece doesn't feel right in your home, we're happy to help.
This policy applies to all customers and is designed to meet UK consumer protection law, including the Consumer Contracts Regulations 2013, and equivalent regulations across the EU (Consumer Rights Directive 2011/83/EU).
By placing an order with LumoLuxe, you agree to the terms set out below.
The short version
- You have 14 days from receiving your order to let us know you'd like to return it
- Items must be unused, in original packaging, and in the same condition as received
- We aim to process refunds within 5 working days of receiving your return
- If your order arrives damaged or faulty, we cover the cost — just email us within 48 hours
1. Your 14-day return window
UK and EU customers: Under the Consumer Contracts Regulations 2013 (UK) and Consumer Rights Directive 2011/83/EU (EU), you have the right to cancel your order within 14 days of receiving it, for any reason and without justification.
After notifying us, you then have a further 14 days to return the item.
Customers outside the UK/EU: We offer the same 14-day return window from the date of delivery. The same conditions apply.
To be eligible for a return, your item must be:
- Unused and in the same condition as received
- In its original packaging
- Accompanied by your order number or proof of purchase
2. How to start a return
Email us at support@lumoluxe.store with:
- Your order number (starts with #)
- The reason for the return
- Photos, if the item is damaged or defective
We'll reply within one working day with return instructions and the return address. Please don't send items back without contacting us first — we may not be able to accept returns without prior approval.
3. Return shipping costs
Unless your item is faulty, damaged, or incorrect, return shipping is the customer's responsibility. We recommend using a tracked service — we can't refund items we don't receive.
If the item is faulty, damaged, or incorrect, we cover return postage in full.
4. Damaged, defective, or incorrect items
If your order arrives damaged, faulty, or isn't what you ordered, please contact us within 48 hours of delivery at support@lumoluxe.store with:
- Photos of the product
- Photos of the packaging
- Photos of the shipping label
We'll review and offer one of the following — your choice:
- A free replacement
- A full refund (including original shipping where applicable)
- A repair, if practical
5. Refunds
Once your return reaches us, we'll inspect it and email you to confirm whether it's been approved. If approved, we'll process your refund to the original payment method within 5 working days of receiving the return.
Your bank or card provider may then take a further 3–10 working days to show the refund on your statement — that part is out of our hands, but it always comes through.
Refunds include:
- The cost of the returned item
- Standard delivery charges, where you're returning an entire order under your 14-day cancellation right (UK/EU customers)
Express or upgraded shipping charges are not refundable unless the return is due to our error.
6. Items we can't accept back
We're unable to accept returns for:
- Items damaged through customer misuse or after delivery
- Items returned without their original packaging
- Items returned outside the 14-day return window
- Custom-made or personalised items
- Sale items marked as final sale (clearly indicated at the time of purchase)
- Gift cards
7. Order cancellations
You can cancel your order any time before it's dispatched — just email support@lumoluxe.store as soon as possible and we'll do our best to catch it. Once dispatched, the order falls under our standard return policy above.
8. Your statutory rights
Nothing in this policy affects your statutory rights as a consumer. UK customers retain all rights granted under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013. EU customers retain rights under the Consumer Rights Directive 2011/83/EU and equivalent national laws.
9. Get in touch
Questions about your return, or just want to talk it through? Email us at support@lumoluxe.store — we reply within one working day, usually sooner.
LumoLuxe support@lumoluxe.store