Returns and Refunds Policy

Scope and Purpose

This Return and Refund Policy applies to all purchases made through the Lumo Den website.

Contact information

For any questions regarding returns and refunds, please contact our customer service team via:

Email: support@lumoden.com

Returns window

Customers in Europe have the right to cancel their purchase and return the product within 14 days from the delivery date, without the need to provide any justification.

Return instructions

1. Return notification: To initiate a return, please contact our customer service team at support@lumoden.com, stating your order number and the detailed reason for the return.

2. Return authorisation: After reviewing your return request, we will provide detailed instructions and, where applicable, a prepaid return label.

Packaging and shipping

1. Pack the item securely in its original packaging, with all tags and labels still attached.

2. Include the return authorisation form and any required supporting documents or images.

3. Download and print the return label using the link provided in our email.

Return costs

For faulty products: No cost to the customer. This applies if the product is incorrect, damaged by the courier or presents any other defect.

In case of change of mind: the actual cost of return shipping will be charged to the customer. This applies when the customer bought the wrong product, the item does not fit or the customer no longer wants the item.

Specific return and refund conditions

Returns due to change of mind: If you change your mind after purchasing, you may return the product within 14 days from the delivery date, provided it is unused, undamaged and in its original packaging.

Faulty products: If you receive a faulty product, please contact our customer service team immediately for instructions. Lumo Den will cover the return shipping costs and provide a replacement product or a refund.

Damaged products: If the product arrives damaged, please send us photos of the damage within 48 hours of receipt. We will assess the situation and, if necessary, bear the return costs.

Incorrect product received: If you receive an incorrect product, please contact us and we will arrange a refund for the return shipping costs and ensure you receive the correct item.

Product not delivered: If your product has not arrived, please contact us so we can open an investigation with the courier. If the product cannot be located, we will offer a full refund or a replacement product.

Cancellation after purchase: You can cancel your order before shipment. If the order has already been shipped, please follow the return procedure after receiving the product.

Policy for Damaged or Faulty Products

Upon receiving a damaged or faulty product, please contact our customer service team within 48 hours. Send us photos of the defect or damage. We will inspect the item and, if approved, arrange a replacement or a full refund.

Policy for Non-Damaged Products

If you change your mind, you can return the unused and undamaged product within 30 days from the delivery date. Please ensure it is in its original packaging.

Timelines

Return window: Returns must be notified and dispatched within 14 days of receiving the product.

Processing returns: After we receive and inspect the returned item, we will process the refund within 7 business days. You will receive a confirmation email.

Refund conditions: The refund will be approved if the product is intact, unused and in its original packaging. Refunds for faulty or incorrectly delivered products will be approved after inspection.

Refund timeframe: Once the return is approved, the refund may take up to 7 business days to be processed and credited to the original payment method.

Refund methods: Refunds are issued to the original payment method used at the time of purchase.

Exceptions to the Return Policy

The following products cannot be returned:

Personalised or customised items

Hygiene products, such as socks and underwear, unless they are sealed and unused.

Shipping method and costs

Shipping method: Tracked DHL

Restocking fees: £0

Statutory Rights

This policy does not affect any applicable statutory rights.

Questions?

Please visit our FAQ page or contact our customer service team.

Lumo Den

Email: support@lumoden.com

Customer service: Monday to Friday, from 9 am to 10 pm.