We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, you may return any item in its original condition for a full refund provided that you tell us within 14 days, starting on the day after which you received the products, that you intend to return the item. Within the order packaging, you will find a dispatch note with details of your order. You will also find details about exchanging and returning items to us. If the items listed on the dispatch note do not match those contained in your package, please notify us immediately by emailing us at firstname.lastname@example.org or by calling us on the following number: 020 8748 2264, (9:30 am to 5:30 pm Monday to Friday).
LUMA accepts no liability if you return goods by any method other than a recorded delivery method (one that requires a signature upon receipt). In any event, LUMA accepts no liability in respect of returned goods unless and until such returned goods have been received by us in their original condition and in their original packaging.
Please make sure that the returned package is properly secured and that you have enclosed the necessary returns documentation.
You must retain the recorded delivery receipt for your own purposes in order to provide proof to us that you have returned the goods by recorded delivery. This will be required by us only in the unlikely event that the goods are not successfully returned despite being sent by recorded delivery.
After we receive the returned items, they will be examined and the appropriate refund will be calculated, which will be the amount paid for the goods but not the postage (unless the return is due to defects or errors on our part as explained below). We will usually refund any money using the same method used by you to pay for your purchase. We will notify you by e-mail when your refund has been processed.
In the event that you are returning the goods owing to defects in those goods or owing to incomplete or incorrect delivery, we will refund you: the price you paid for the goods which you have returned to us (inclusive of the initial delivery charge); and the return recorded delivery costs for the return carriage of the goods from the original delivery point to LUMA (provided that you enclose a valid till receipt indicating such return recorded delivery costs).
As a service to our customers, this Website offers the facility to order 'Custom Order' product options, these are variations on our standard product offering (for example in alternative colours or sizes). Any such product options are described on this Website as 'Custom Orders' and are non-refundable.
Please note that we cannot accept returned goods that we reasonably believe have been used. In such circumstances, no refund will be available. You will be responsible for arranging for such goods to be returned to you within 28 days of our notification to you that we will not process a refund in respect of such goods.
If you cancel your order but do not return such goods to us within 15 working days, we shall be entitled to recover such goods from you and to charge you for the direct costs of recovering such goods. You should note that these charges (which may be deducted from any refund) could be greater than the cost of you returning the goods to us and may exceed the price you have paid for the goods. Until such goods are restored to us, you are obliged to exercise all reasonable care to store the cancelled goods safely and in appropriate conditions.
Your statutory rights remain unaffected