Refund policy

Last updated: July 2026

Overview

We want you to be happy with your order. This policy explains how cancellations, returns, exchanges, and refunds work at Lumera Lights.

Cancelling an order

You can cancel your order free of charge within 2 hours of placing it. Email support@lumeralights.shop with your order number and we will cancel it and refund you in full. After 2 hours, your order may already be picked and packed, so we cannot guarantee a cancellation.

Item hasn't arrived

If your order hasn't arrived within 8 business days of dispatch, email us and we'll investigate with the courier. If it still hasn't turned up within 15 working days of the original dispatch date, we'll send a replacement or refund you in full, whichever you prefer.

Damaged on arrival

If an item arrives damaged, email support@lumeralights.shop within 48 hours of delivery with your order number and a photo or short video of the damage. We'll send a replacement or issue a full refund.

Defective after use

If an item develops a fault after use, email us with your order number, a description of the fault, and photos or video where possible. On the first occurrence, we'll send a replacement free of charge. If the same item develops a second fault, we'll offer a full refund instead.

Change of opinion

If you simply change your mind, you can return an unused item in its original condition and packaging within 30 days of delivery for a full refund. This is separate from, and goes beyond, your statutory 14-day cancellation right under UK law.

Exchanges

Yes, we accept exchanges. You have 30 days from delivery to exchange an item, as long as it's unused, in its original condition, and in its original packaging. Email support@lumeralights.shop with your order number and what you'd like instead, and we'll send instructions.

Wrong item sent

If we sent you the wrong item, email us with your order number and a photo of what you received. We'll arrange the correct item to be sent and cover the cost of returning the wrong one.

How to return an item

Email support@lumeralights.shop with your order number and the reason for the return. We'll confirm the return address and next steps. Unless the item is faulty, damaged, or incorrect, return postage is the customer's responsibility.

Refund processing

Once we receive and check your return, we'll confirm by email within 2 working days. Refunds are processed to your original payment method within 7 working days of that confirmation. Your bank or card provider may take a few extra days to show the funds.

Exceptions

We can't accept returns on items that have been used, washed, or assembled, on custom or made-to-order items, or on returns requested after the applicable window has passed.

Statutory rights

Nothing in this policy affects your statutory rights under the UK Consumer Rights Act 2015.

Contact us

Trade name: Lumera Lights
Phone number: +44 20 4590 5560
Email: support@lumeralights.shop
Business address: 533 King's Road, London, SW10 0TZ
Company number: 17243968