Refund policy

Lumora Return and Refund Policy

At Lumora, we want you to be happy with your purchase. If you have a problem with your order, please contact us and we will do our best to help.

Cancellations and Change of Mind

For most products purchased online, you have the right to cancel your order within 14 days of receiving your goods without giving a reason.

To exercise your right to cancel, please contact Lumora within 14 days of receiving your order and clearly tell us that you wish to cancel.

After notifying us of your cancellation, you must return the goods within 14 days.

Return Conditions

Returned items should be handled only as necessary to establish their nature, characteristics and function.

You may be responsible for any reduction in the value of the goods caused by handling beyond what would reasonably be permitted when examining an item in a shop.

Please contact us before returning an item so that we can provide the appropriate return instructions and return address.

Do not return products directly to the supplier or to an address shown on the original parcel unless Lumora has specifically instructed you to do so.

Return Shipping Costs

Unless the product is faulty, damaged, incorrect or otherwise not as described, the customer is responsible for the direct cost of returning the goods.

If an item is faulty, damaged, incorrect or not as described, please contact us so that we can review the issue and provide appropriate assistance in accordance with your legal rights.

Refunds

Where you validly exercise your right to cancel, we will refund the payments due to you, including the cost of our standard delivery option where applicable.

If you selected a more expensive delivery method than our standard delivery option, we are not required to refund the additional delivery cost.

We may withhold the refund until we have received the returned goods or you provide evidence that the goods have been sent back, whichever occurs first.

Refunds will be made without undue delay and no later than 14 days after we receive the returned goods or evidence that they have been returned, where applicable.

Refunds will normally be made using the original payment method.

Damaged, Faulty or Incorrect Items

Please inspect your order after delivery and contact us as soon as possible if your item is damaged, faulty, incorrect or not as described.

Please provide your order details and, where appropriate, photographs or videos showing the issue. This helps us review and resolve your request as quickly as possible.

Nothing in this policy affects your statutory rights under UK consumer law.

Exceptions

Certain products may be excluded from the right to cancel where an exception under applicable consumer law applies, including certain personalised, custom-made, perishable or sealed hygiene products once unsealed.

Any applicable exception will be considered in accordance with UK consumer law.

Contact Us

To request a cancellation, return or refund, please contact Lumora using the contact details provided on our website.

Please include your name and order number so that we can assist you.