Refund & Returns Policy

At Lumiera Home, we want you to be completely happy with your purchase. We take great care in preparing and packaging every order, but we understand that sometimes you may need to return an item.

Returns & Change of Mind

If you change your mind about your purchase, you have the right to cancel your order within 14 days of receiving it.

Once you have notified us that you wish to cancel, you then have a further 14 days to return the product to us.

To be eligible for a return, we ask that the product is returned in its original condition and, where reasonably possible, with its original packaging and accessories.

Please take reasonable care of the product while it is in your possession. You may inspect the product as you would in a physical shop, but we may make a deduction from your refund if the product has been used or handled beyond what is reasonably necessary and its value has been reduced as a result.

Unless the product is faulty, damaged or incorrect, the customer is responsible for the cost of returning the item.

Damaged, Faulty or Incorrect Items

We carefully inspect and package our products before dispatch. However, if your order arrives damaged, faulty or you receive the wrong item, please contact us as soon as possible.

Please provide your order number, a description of the issue and, where possible, photographs showing the damage or fault. This helps us resolve the issue as quickly as possible.

Where an item is faulty, damaged or not as described, your rights are protected by applicable UK consumer law. Depending on the circumstances, we will arrange an appropriate replacement, repair or refund.

We will cover reasonable return costs where a return is required because the product is faulty, damaged or incorrect.

Refunds

Once we receive and inspect your returned item, we will confirm that your return has been processed.

Approved refunds will be issued to your original payment method. Please allow time for your bank or payment provider to process the refund after it has been issued.

For valid cancellations made under your statutory cancellation rights, we will also refund the standard delivery charge you originally paid. If you selected a more expensive delivery option, such as express delivery, we are only required to refund the cost of our standard delivery option.

Return Packaging

Our products are decorative and may contain delicate components. Please package returned items securely to minimise the risk of damage during transit.

Where possible, we recommend using the original protective packaging and obtaining proof of postage when returning an order.

Non-Returnable Items

We may be unable to accept returns of products that have been personalised or made specifically to your requirements, except where the product is faulty, damaged or not as described.

This does not affect your statutory rights.

Cancelling Before Dispatch

If you wish to cancel or amend an order before it has been dispatched, please contact us as soon as possible. We will do our best to accommodate your request, although we cannot guarantee that an order can be changed once processing has begun.

How to Request a Return

To request a return, please contact us through the contact details provided on our website and include:

• Your name
• Order number
• The item you wish to return
• The reason for the return

We will provide you with the relevant return instructions.

Please do not send a return without contacting us first, as this may delay the processing of your return.

Your Statutory Rights

Nothing in this Refund & Returns Policy affects your statutory rights under applicable UK consumer law.