Returns & Refunds

Summary: We want you and your pet to be happy. Cooling-off period: 14 days from receipt.

How to request a return

1. Send an email to support@lumoden.com with your order number and reason.
2. We will await your confirmation and provide instructions for the return shipment.
3. Products must be in their original packaging and show no signs of use.

Download return form (PDF)

Shipping costs: in the event of a manufacturing defect, LumoDen covers the return costs; for returns due to change of mind without defects, the cost may be borne by the customer — see details below.

Shipping & Delivery

Summary: Orders processed within 1–3 business days. Shipped with tracking; the tracking code will be sent by email.

Estimated delivery times

• Processing: 1–3 business days.
• Delivery (UK): estimated 7–14 business days after dispatch (varies by courier and region).

Tracking

Your tracking code is sent automatically. In the event of a delay, please open a ticket via Contact Us.

VAT & Import Duties

Summary: Full transparency regarding fees. We indicate whether the displayed prices include VAT (Value Added Tax in the UK) and if the delivery is DDP (delivered duty paid by the shop) or DDU (duties and taxes to be paid by the customer).

What to expect

• If the product is shipped from outside the UK, customs charges and VAT may apply. We will inform you on the product page if the price already includes VAT.
• We recommend clearly stating whether the purchase will be charged in GBP and if the shipment is DDP (the best experience for the customer).

If required, we can attach practical examples (e.g. price simulations including VAT for different value brackets).

Privacy & Cookies

Summary: Your data is handled in accordance with the UK GDPR and strict security practices. We only collect what is necessary to process orders and improve your experience.

Data we collect

• Name, email, address, phone number and order history.
• Browsing data and cookies for analytics and advertisements (where consented).

Your rights

You can request access to, correction, deletion or restriction of your data by emailing support@lumoden.com.

For our full policy and a detailed list of cookies, please visit our Privacy Policy and Cookie Policy.

Terms of Service

Summary: By using this website and making purchases, you agree to our terms. Here are the key points.

Key points

• Formation of contract: the contract is formed at the moment the order is confirmed via email.
• Intellectual property: all LumoDen texts, images and trademarks are protected.
• Price adjustments: we reserve the right to correct pricing errors or stock unavailability.
• Applicable jurisdiction: for purchases within the United Kingdom, the laws of England and Wales shall apply.

For the full text, please see our Terms and Conditions.

Warranty & Support

Summary: Standard warranty against manufacturing defects for 90 days, unless specific conditions are indicated on the product.

How to claim

1. Send photos and a description of the defect to support@lumoden.com.
2. You will receive instructions for evaluation and, if a defect is confirmed, the procedure for repair/replacement/refund.

Warranty does not cover misuse, bite damage or natural wear and tear.