Widerrufsrecht
📝 Lumiosa Store Refund Policy
At Lumiosa, we are dedicated to creators of home lighting aesthetics. We want you to love your purchase, but if you're not completely satisfied, our structured return process ensures fairness for both our customers and our commitment to premium quality.
📋 Policy Summary (Quick Facts)
- Return Window: 30 days from the date of delivery.
- Damage Reporting: Must be reported within 48 hours of delivery.
- Quality Issues: 100% Free Replacement or Full Refund (No fees).
- Change of Mind: Returns accepted with transparent restocking fees.
- EU Customers: 14-day statutory cooling-off period (No restocking fee).
1. Return Eligibility & Condition
To maintain our premium standards, all returned items must be:
- In original condition: Unused, uninstalled, and with all original tags attached.
- Original Packaging: Must include the original box and all internal protective padding (crucial for fragile lighting).
- Proof of Purchase: Your order number or receipt is required.
2. Return Fees & Shipping
We charge restocking fees to cover the meticulous inspection, sanitization, and professional repacking required for sensitive electronic lighting.
| Category | Return Shipping | Restocking Fee |
| Quality Issues (Damaged/Wrong Item) | FREE | NONE |
| Standard Returns (Change of mind) | Customer | 20% of item price |
| Orders Over $200 | FREE (Prepaid Label) | 15% of item price |
| Sale & Promotional Items | Customer | 30% of item price |
| First-Time Customer Benefit | Customer | 10% ONLY |
- Note: VIP Customers (3+ orders) enjoy FREE shipping and a reduced 10% fee on all returns.
- International Alert: For international returns, shipping fees can be substantial. These are non-refundable for "Change of Mind" returns.
3. Damages & Quality Issues (The Lumiosa Guarantee)
Lighting is delicate. Please inspect your package immediately upon arrival.
- Action: If your item arrives damaged or defective, email support@lumiosastore.com within 48 hours with clear photos/videos of the item and the outer packaging.
- Thermal Shock Warning: Damages caused by failing to follow the [Winter Care Guide] (e.g., plugging in a freezing lamp immediately without a 48-hour acclimation period) are not covered under the Quality Guarantee.
- Our Promise: For valid claims, we will issue a free replacement or a full refund immediately. No restocking fees apply.
4. How to Initiate a Return
- Request: Email support@lumiosastore.com within 30 days with your order number.
- Authorization: We will respond within 24 hours with a Return Merchandise Authorization (RMA). Items sent back without an RMA will not be processed.
- Shipment: A trackable shipping method is strictly required for all returns to ensure safe arrival.
- Inspection: We inspect returns within 2-3 business days of receipt.
5. European Union 14-Day Cooling-Off Period
Under EU law, customers in the EU have the right to cancel within 14 days of delivery.
- No restocking fee applies within this 14-day window.
- Return shipping remains the customer's responsibility.
- After 14 days, our standard 20% restocking fee applies.
6. Non-Returnable Items
For safety and operational reasons, we cannot accept returns for:
- Custom-made or personalized lighting.
- Items marked as "Final Sale" on the product page.
- Items damaged due to improper use, installation, or modification (including Thermal Shock).
- Products missing original internal packaging or components.
7. Fraud Prevention & Rights Protection
- Visual Proof: We cross-reference damage claims with our warehouse outgoing QC logs.
- Policy Abuse: Fraudulent returns or chargeback abuse may lead to account suspension and refusal of future service.