Widerrufsrecht

📝 Lumiosa Design – Refund, Return & Cancellation Policy

At Lumiosa, we are committed to providing high-quality lighting products and a fair, transparent return experience. This policy applies to all orders and is made available to customers prior to purchase.

📋 Quick Summary

  • 📦 Standard Return Window: 30 days from delivery
  • 🇪🇺 EU Customers: 14-day statutory withdrawal right
  • ⚡ Damage Reporting: within 48 hours of delivery
  • ✅ Defective or Incorrect Items: replacement, partial refund, or full refund available
  • 💸 Change of Mind Returns: accepted subject to applicable fees and conditions
  • 🚚 Return Shipping: paid by the customer unless otherwise agreed
  • ⏳ Original shipping costs are non-refundable
  • 📦 Free Shipping Orders: actual outbound shipping costs may be deducted from refunds for non-defective returns where permitted by law

🛑 1. Order Cancellation

Before Shipment

Orders may be cancelled and fully refunded if they have not yet been processed or dispatched.

EU customers retain the right to cancel their order before shipment without penalty.

After Shipment

Once an order has been shipped, it can no longer be cancelled and will be treated as a return request under this policy.

💸 2. Returns & Refund Conditions

Defective, Damaged or Incorrect Items

If an item arrives defective, damaged in transit, or materially different from the product ordered, Lumiosa will provide an appropriate remedy, including replacement, partial refund, or full refund at no additional cost to the customer.

No handling fees, restocking fees, or return shipping fees will apply in approved defective-item cases.

Change of Mind Returns

We accept change-of-mind return requests within 30 days of delivery (EU customers: within the statutory withdrawal period).

Returned items must:

  • Be unused and in original condition
  • Include all original packaging, accessories, and components
  • Be securely packaged for return transit

For customers outside the EU, a 20% handling and restocking fee may be deducted from the refundable amount.

Return shipping costs are the responsibility of the customer.

Original outbound shipping charges are non-refundable.

For orders that qualified for free shipping promotions, Lumiosa reserves the right to deduct the actual outbound shipping cost incurred to fulfill the order from the refundable amount, where permitted by applicable law.

Refunds are calculated based on the amount paid for eligible returned products, less any applicable handling fees, shipping costs, and deductions permitted under this policy.

🇪🇺 3. EU Customer Withdrawal Rights

Customers located within the European Union are entitled to a statutory 14-day withdrawal period beginning on the day the final item in the order is delivered.

  • The withdrawal period expires after 14 calendar days
  • If the final day falls on a weekend or public holiday, the deadline extends to the next working day where required by local law
  • No restocking fee applies to valid EU statutory withdrawal requests
  • Return shipping costs remain the customer's responsibility unless otherwise required by applicable law

📦 4. Return Procedure

  1. Contact support@lumiosastore.com to request a return authorization.
  2. Receive return instructions and, where applicable, an RMA reference number.
  3. Return the item using a trackable shipping service.
  4. Provide tracking information upon shipment.
  5. Returned items will be inspected within 2–5 business days of receipt.
  6. Approved refunds or replacements will be processed after inspection.

Unauthorized returns may be refused or returned to sender.

🌟 5. Damaged or Faulty Items

Any damage, defect, or shipping issue should be reported within 48 hours of delivery and accompanied by photo or video evidence whenever possible.

  • Approved cases qualify for replacement, partial refund, or full refund
  • No handling or restocking fees apply
  • Lumiosa may request additional information to verify claims

🚚 6. Shipping & Delivery Conditions

All orders are shipped using tracked delivery services.

Shipping fees become non-refundable once an order has been dispatched.

Delivery dates are estimates only and are not guaranteed unless explicitly stated otherwise.

Once a shipment is marked as delivered by the carrier, the order is considered fulfilled and responsibility for the package transfers to the customer.

🌍 7. International Orders

Customers are responsible for any applicable import duties, customs fees, taxes, or brokerage charges imposed by their local authorities unless explicitly stated otherwise.

For all non-EU international orders, return shipping costs remain the responsibility of the customer unless otherwise agreed in writing.

🚫 8. Non-Returnable Items

  • Custom-made or personalized products
  • Clearance, final sale, or liquidation items
  • Items showing signs of use, modification, misuse, or improper handling
  • Products returned without original packaging or essential components

⚖️ 9. Fair Use Policy

Lumiosa reserves the right to refuse refunds, returns, replacements, or claims where fraud, abuse, excessive return activity, policy manipulation, or other violations of this policy are reasonably suspected.

🎯 Our Commitment

We strive to resolve all customer concerns fairly, reasonably, and in accordance with applicable consumer protection laws. If something is not right, we will work with you to find an appropriate solution.