Refund policy

Returns

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

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, contact us at support@lumenest.co.uk. Once your return is accepted, please send the item to: Lumenest, Manor Road, Preston PR4 2PB, United Kingdom. Items sent back to us without first requesting a return will not be accepted.

Return postage

For change-of-mind returns, the cost of return postage is paid by the customer. We recommend using a tracked service, as we cannot process a refund for a parcel that does not reach us.

If your item arrived faulty, damaged, or is not what you ordered, we pay the return postage. You will never be out of pocket for a mistake on our side.

Damages and issues

Please inspect your order on arrival and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Photos of the item and its packaging help us resolve it faster.

Exceptions and non-returnable items

Certain types of items cannot be returned, such as perishable goods, custom or personalised products, and personal care goods. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions about your specific item. We cannot accept returns on gift cards.

Exchanges

The fastest way to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

UK and EU 14-day cooling-off period

If you are shopping from the UK or the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification. Your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund was approved. If approved, you will be refunded to your original payment method within 4-7 business days. Please remember that your bank or card issuer may take a little longer to process and post the refund.

If more than 10 business days have passed since we approved your return and you have still not received the money, please contact us at support@lumenest.co.uk.