Refund policy
Your satisfaction matters to us. Below you will find all the information about our return and refund conditions — clearly and without unnecessary complications.
Right to return goods
You have 60 days from the date your order is delivered to return the goods. For us to accept the return, the goods must be undamaged and returned in the original packaging, including all accessories and labels. The return must include proof of purchase — an invoice or order confirmation.
Exceptions to the right of return
The right of return does not apply to goods bought during sales or to personalised products made to order. We also do not accept parcels sent without prior agreement — such returns will not be accepted and the goods will be sent back to the sender.
How to return an item
If you wish to return an item, contact us by e-mail at info@lumenluxe.org. Include your order number and the reason for the return. Within 24 hours of receiving your request we will confirm that it is being processed and send you instructions, including the address to send the goods to.
Refund
Once we receive and inspect the returned goods, we will process the refund within 14 days. The amount will be refunded to the original payment method used for the order. If the returned goods do not meet the conditions above, we will inform you without delay.
Damaged or defective goods
If your goods arrived damaged in transit or with a manufacturing defect, contact us at info@lumenluxe.org within 48 hours of delivery. Please attach a photo of the damage and your order number. In that case we will arrange a replacement with a new product or a full refund, including shipping costs.
Contact
For any questions about returns or complaints, contact us at info@lumenluxe.org. We reply to all messages within 24–48 hours on working days.