Refund policy

Returns & Refunds Policy
At Lumora Lighting, we want you to love your home decor and lighting fixtures. If you change your mind or encounter an issue with your order, our policy is designed to protect your statutory consumer rights under UK law. 
Because we manage operations efficiently to maintain competitive prices, all return inquiries are handled exclusively via email.
1. Right to Cancel & Change of Mind (14-Day Cooling-Off Period)
Under the UK Consumer Contracts Regulations, you have the legal right to cancel your online purchase for any reason within 14 days from the day you receive your items. 
  • How to notify us: You must email us at [Your Email Address Here] within this 14-day window to state your intent to cancel.
  • The Return Window: Once you have notified us via email, you have an additional 14 days to physically mail the items back to our designated return address. 
  • Item Condition: To receive a full refund, items must be returned unused, undamaged, and in their original packaging. Under UK law, we reserve the right to deduct a portion of the refund if the value of the goods has been diminished by unnecessary handling. 
  • Return Shipping Costs: For "change of mind" returns, the buyer is responsible for paying the return shipping costs. We highly recommend using a tracked service, as we cannot issue a refund for items lost in transit. 
2. Damaged, Faulty, or Incorrect Items
We take great care in packaging fragile lighting and home decor. Under the UK Consumer Rights Act, if your item arrives broken, faulty, or not as described, you have a right to a full refund or replacement within 30 days of delivery. 
  • What to do: Email us immediately at [Your Email Address Here] with your order number and clear photos of the damaged item and its packaging. 
  • Cost coverage: If the product is verified as damaged or faulty, Lumora Lighting will fully cover the return shipping costs or issue a replacement at zero extra charge to you. 
3. How to Start a Return
Please do not mail items back to the sender address on your shipping label without emailing us first.
  1. Email us at [Your Email Address Here].
  2. Include your order number (e.g., #LUM1001) and the reason for the return.
  3. Our team will reply within 24 to 48 hours with the correct UK return warehouse address and formatting instructions.
4. Refunds Processing
Once your return is delivered to our facility and inspected, we will send you a confirmation email. 
  • Timeline: Approved refunds are processed within 14 days of us receiving the items back, as required by UK law.
  • Payment Method: The refund will automatically be credited back to your original payment method. Please allow a few business days for your bank or credit card provider to clear the funds.