Refund policy

We want you to be completely happy with your purchase. If something isn't right, we're here to help.

General Information

Please check your order upon delivery. If the package is damaged or the item is faulty, let us know as soon as possible. This does not affect your statutory rights.

Returning Defective Products

If your item is faulty, damaged, or not as described, contact us within 30 days of delivery at contact@lumiagreen.com.

You are entitled to:

  • A full refund (if within 30 days of delivery)

Include in your message:

  • Your order number
  • Photos or description of the issue

We will cover all return postage costs or arrange free collection for defective products.

Return of Non-Defective Products

If you change your mind, you have 30 days from the day after receiving your order to return it. To return an item:

Item condition:

  • Items must be in their original condition and packaging
  • You can inspect them as you would in a store (e.g., unboxing, testing)
  • If used beyond inspection, we may reduce your refund to reflect any loss in value

Return shipping: You are responsible for return postage costs unless the item is faulty. We do not charge restocking fees.

When Returns May Not Be Accepted

We may not be able to accept a return if:

  • The item has been used, damaged, or altered after delivery (unless it is faulty)
  • You were made aware of the defect before purchasing.
  • The item was damaged by attempted self-repair or third-party repair.
  • The product is personalised, custom-made, or unsealed for hygiene/safety reasons, unless faulty

Product Exchanges

We do not offer direct exchanges. Please return your item for a refund and place a new order.

Refunds

Refunds are issued within 14 days of receiving your return (or proof of return, such as a tracking number) and go to your original payment method.

We'll refund:

  • Change-of-mind returns: Full refund for the item price. Return postage is paid by the customer.
  • Faulty or incorrect items: All costs, including return postage

Order Cancellation

You may cancel any order before dispatch by contacting us immediately at contact@lumiagreen.com.

Once dispatched, you can return the item within 30 days of delivery using the returns process above.

Contact Information

Our customer service team is always happy to help:

Email: contact@lumiagreen.com
Phone: +447848106574
Address: 122 Merton Road, London, SW18 5SP, United Kingdom