Refund policy

Updated on 21 September 2026

At a glance

Cooling-off window14 days from delivery

Short-term right to reject30 days from delivery

Return shipping (change of mind)Customer's responsibility

Return destinationMay be outside the UK, including China or Sweden

Return shipping (faulty / wrong item)We cover it

Original £8.95 delivery feeRefunded on a full statutory cancellation where required; not normally refunded on partial returns

Refund processingwithin 14 calendar days after we receive the goods or acceptable evidence of return, as applicable

How to start a return

To start a return, follow these four steps within 14 days from delivery:

Email us at support@lumaandhome.co.uk with your order number, the item(s) you want to return, and the reason. Include a photo if the item is faulty or damaged.
Receive your return authorisation within one business day. We will reply with the return address and any specific instructions.
Pack and post the items in their original condition. For change-of-mind returns, return shipping is at your cost. For faulty, damaged or wrong items, we cover the return shipping and will send a prepaid label.
Receive your refund within 14 calendar days after we receive the goods or acceptable evidence that they were sent back, as applicable. Refunds are processed to the original payment method. Funds typically appear on your statement 3–5 business days after we process the refund.

Need help with a return? Email support@lumaandhome.co.uk — Monday–Friday, 09:00–17:00 (CET / GMT+01:00 Stockholm). We reply within one business day.

Overview

This Return & Refund Policy applies to all orders placed on Luma & Home. Your complete satisfaction with every purchase is important to us. If something is not right, we want to make it right. This policy explains the conditions under which we accept returns, how to initiate one, and how and when refunds are processed.

Your Right to Cancel (UK Customers)

UK customers benefit from the protections of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You have the right to cancel your order within 14 days of receiving your item(s), without giving any reason. To exercise this right, you must notify us in writing — for example by emailing support@lumaandhome.co.uk — before the 14-day cancellation window expires. You then have a further 14 days from the date you notified us to return the goods to us.

Short-term Right to Reject (Faulty Goods)

In addition to the 14-day cooling-off period above, the UK Consumer Rights Act 2015 gives you a 30-day short-term right to reject any item that is faulty, not as described, or not fit for purpose. If you discover a fault within 30 days of receiving your order, you are entitled to a full refund. After 30 days you may still have the right to a repair, replacement, or partial refund, depending on the circumstances.

Return Eligibility

To be eligible for a return under the cooling-off period, items must meet the following conditions:

Returned within 14 days of you notifying us of cancellation.
Handled no more than reasonably necessary to inspect their nature, characteristics and function, as you would in a shop.
Securely packaged with all accessories and components included. Please use the original packaging where reasonably possible.
Accompanied by proof of purchase (order confirmation or receipt number).

The following items are not eligible for return under the cooling-off period:

Items that have been assembled, installed, used, or worn beyond what is necessary to inspect them.
Items damaged through misuse or negligence by the customer.
Custom-made, made-to-order, or personalised items, unless faulty.
Sealed items where the seal has been broken, for hygiene or safety reasons.
Perishable goods and gift cards.

Faulty items remain returnable under your statutory right to reject, regardless of these exclusions, subject to the conditions of the Consumer Rights Act 2015.

How to Initiate a Return

Email support@lumaandhome.co.uk within the applicable window with your order number, the item(s) you wish to return, and a brief reason.
We will acknowledge your request within 1–2 business days and provide you with return instructions and the return address.
Package the item(s) securely in the original packaging where possible, including all accessories and components.
Ship the parcel via a tracked service. We strongly recommend tracked shipping — we cannot be responsible for parcels lost in transit on the return leg.
Once we receive and inspect the item(s), we will confirm the outcome of your return.

Please contact us before sending a return so we can provide the correct return address and avoid delays. Sending an otherwise valid return without prior authorisation does not remove your statutory rights, but it may delay identification and processing.

Return Shipping Costs

For change-of-mind returns under the 14-day cooling-off period, you are responsible for arranging and paying the direct cost of sending the goods to the return address we provide. Return postage is separate from the original £8.95 delivery fee. We recommend using a tracked service so that you have proof of postage and protection in case of loss.

The return address for a change-of-mind return may be outside the United Kingdom, including in China or Sweden, depending on the product and fulfilment location. International return costs vary by parcel size, weight, carrier and destination. If an item cannot normally be returned by standard post, contact us before ordering and we will provide an estimated return cost.

For faulty, damaged, or wrong items, we cover the cost of return shipping. We will provide you with a prepaid label or reimburse a reasonable carrier cost on receipt of proof of posting.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund within 3–5 business days. Approved refunds are processed back to your original payment method within 14 days of us receiving the goods, or within 14 days of you providing proof of return — whichever is earlier — in line with the UK Consumer Contracts Regulations 2013.

If you cancel and return your complete order under the statutory cooling-off right, we will refund the original £8.95 standard delivery fee where required by UK law. If you return only part of an order, the original delivery fee is not normally refunded. If goods are faulty, damaged, incorrect or not as described, your statutory rights apply and we will refund or cover delivery costs where required.

Partial refunds may apply for items returned in non-original condition, missing components, or showing signs of use beyond what was reasonably necessary to inspect them.

The actual time it takes for the refund to appear in your account depends on your bank or card issuer and is typically 2–10 business days from the date we issue the refund.

Damaged or Faulty Items

If your item arrives damaged or develops a fault, please contact support@lumaandhome.co.uk as soon as reasonably possible after delivery, including:

Your order number.
A clear description of the issue.
Photographs of the damaged item and its original packaging, including any visible courier damage.

Depending on the nature of the issue, we will arrange one of the following resolutions free of charge to you: a full refund, a replacement shipment, or store credit if you prefer.

Wrong Item Received

If you receive an item that is different from what you ordered, please contact us as soon as reasonably possible after delivery. We will cover all shipping costs associated with returning the incorrect item and dispatching the correct one to you as quickly as possible.

Non-Delivery

If your order has not arrived within 3 business days of the upper end of the estimated delivery window stated on your shipping confirmation, please contact us. We will open an investigation with the courier and keep you updated until the parcel is located or a replacement is arranged.

Exchanges

We do not currently offer direct exchanges. If you would like a different size, colour, or variant, please return the original item under this policy for a refund and place a new order for the item you want. This keeps the process clean and ensures the new item ships as quickly as possible.

Statutory Rights

Nothing in this Refund Policy affects your statutory rights as a consumer in the United Kingdom under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable consumer-protection law.