Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To request a return, please contact us at lumero.office@gmail.com.

Once we receive your return request, we will provide you with the necessary return instructions, including where the item needs to be sent and any other information required to complete the return. The return destination may vary depending on the product, so please do not send any items back before receiving the return instructions from us.

Returned items should include all accessories and components originally supplied with the product. Customers may inspect the product as reasonably necessary to determine its nature, characteristics and functionality. We reserve the right to deduct an amount from the refund if the product has lost value due to handling beyond what is reasonably necessary.

After notifying us of your return, the product must be sent back without undue delay and no later than 14 days after your return request.

You can always contact us regarding returns at lumero.office@gmail.com.

Damages and issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, incomplete or if you receive the wrong item so that we can evaluate the issue and make it right.

If an item is defective, damaged or incorrectly delivered, please contact us before returning it. We will provide you with the appropriate return instructions.

Exceptions / non-returnable items

Certain types of items may not be returned where permitted by law, including perishable goods, custom or personalised products, and certain sealed goods that cannot be returned for health or hygiene reasons once opened.

Please contact us if you have questions or concerns about a specific item.

Sale items

Sale or discounted items are subject to the same 14-day return policy, unless a statutory exception applies.

Exchanges

The fastest way to receive a different product or variant is to return the item you have and, once the return has been processed, place a separate order for the new item.

Return shipping costs

Unless the product is defective, damaged or incorrectly delivered, the customer is responsible for the direct cost of returning the product.

Return instructions and the applicable return destination will be provided after contacting us at lumero.office@gmail.com.

Refunds

We will notify you once we have received and inspected your return.

If the return meets the applicable return requirements, the refund will be issued to your original payment method.

We may withhold the refund until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.

Where required by law, the refund will also include the cost of the least expensive standard delivery method originally offered. Additional costs resulting from choosing a more expensive delivery method, such as express delivery, are not refundable.

Please remember that your bank or payment provider may require additional processing time before the refund appears in your account.

If you have any questions regarding a return or refund, please contact us at lumero.office@gmail.com.