Refund policy

Returns and refunds at Lumiris

This page explains how to return a Lumiris light and how we refund you. It applies to every order placed on lumiris.co.uk. This policy is published in full on our website and is free to read at any time, without creating an account and without logging in.

In short: you have 14 days from the day you receive your order to tell us that you would like to return an item, returns are free because we send you a prepaid label, and we refund you within 14 days of the goods reaching us.

Returns at a glance

1. Returns for change of mind (buyer's remorse)

We accept returns for change of mind, also known as buyer's remorse. You do not need the item to be faulty, damaged or incorrect. If a light does not suit your room, your colour scheme, your ceiling height or simply your taste, you may send it back within the return window set out below.

You do not have to give us a reason, and we will not ask you for one. Buyer's remorse returns are free of charge, exactly like returns of faulty goods: we issue a prepaid label and there is no restocking fee, no administration fee and no deduction from your refund, provided the item comes back in the condition described in section 4.

2. Your statutory right to cancel

Separately from our commercial returns policy, you have a legal right to cancel a distance purchase under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, referred to here as the Consumer Contracts Regulations 2013. This right is set by law and we cannot reduce it.

• You may cancel your order without giving any reason.
• The cancellation period ends 14 days after the day on which you, or a person you have nominated, take physical possession of the goods.
• If your order arrives in several instalments, the 14 days run from the day you receive the last item.
• You may also cancel at any time between placing your order and receiving it.
• After telling us that you are cancelling, you have a further 14 days to send the goods back.

To cancel, send us a clear statement of your decision by email to contact@lumiris.co.uk, quoting your order number and the items concerned. A plain email is enough. You may also use the model cancellation form reproduced in section 12, but you are not obliged to use it. We will acknowledge your cancellation in writing.

Where you cancel under these Regulations, we refund the price of the goods together with the standard delivery cost you paid, within 14 days of receiving the goods back or of the day you supply evidence that you have sent them, whichever is earlier.

3. Our commercial returns policy

On top of your statutory rights, Lumiris offers a straightforward commercial returns policy on every order delivered in the United Kingdom:

• 14 days from receipt to tell us you would like to return an item, for any reason at all.
• Free returns. Lumiris pays the return postage and provides a prepaid label. You pay nothing.
• No restocking fee and no deduction for handling.
• A full refund to your original payment method.

This commercial policy is offered in addition to, and does not affect, your legal rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

4. The condition goods must be in

To accept a change-of-mind return we need the item to be:

• unused and in an as-new, resaleable condition;
• complete with its original packaging, fixings, bulbs where supplied, accessories and instructions;
• not installed, wired in, cut, drilled, painted or modified in any way;
• accompanied by your order number or a copy of your invoice.

You may handle and inspect a light as you would in a shop. If the value of the goods is reduced by handling that goes beyond what is necessary to establish their nature, characteristics and functioning, we may deduct a reasonable amount from your refund to reflect that loss. We will always tell you before making any deduction and explain how it has been calculated.

Glass, alabaster, travertine and ceramic shades need to travel back as well protected as they arrived, so please keep the original box and the internal protection until you are sure you are keeping the light.

5. How to return an item, step by step

1. Contact us. Email contact@lumiris.co.uk with your order number, the items you wish to return and, if something is faulty or damaged, a few photographs.
2. Wait for our instructions. Our customer service team replies within 8 to 24 hours by email, Monday to Friday (excluding bank holidays), and sends you a free prepaid returns label for Royal Mail, Evri or DPD.
3. Repack the item. Use the original box and protective packaging, and include your order number or invoice inside the parcel.
4. Attach the prepaid label supplied in our email, covering the original delivery label.
5. Send it back. Drop the parcel off at the point shown on your label, or book the collection described in our email, and keep your proof of postage.
6. We confirm receipt. We email you when the parcel arrives, once it has been checked, and again when the refund has been issued.

Photographs are needed for a damaged or faulty item, so please start your return by email. If you have a question about the procedure, you can also call us on +44 7470 409015, Monday to Friday, 9am to 6pm.

Please do not send anything back before contacting us: unannounced returns can be delayed or refused. Our returns address is AKYT LTD (Lumiris Returns), 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom. Always request your prepaid label first, because the correct returns address for your parcel is confirmed in that email.

6. Your refund

Once your return reaches us we inspect it and confirm by email. We refund you within 14 days of receiving the goods back or, if earlier, within 14 days of the day you provide evidence that you have sent them.

• Refunds are always made to the original payment method: the same card, PayPal account or wallet used for the order. We cannot refund to a different card or account.
• Refunds are issued in pounds sterling (GBP), the currency in which you were charged.
• Your bank or card issuer can take a further three to five working days to show the money on your statement. That period is controlled by your bank, not by us.
• You receive a refund confirmation by email, which you can keep as a receipt.

What is refunded

• The full price you paid for the returned goods, including VAT where it applies.
• The standard delivery cost you paid, where you return a complete order within the statutory cancellation period. UK delivery is free on every Lumiris order, so this amount is £0.00.
• Where you return only part of an order, the delivery cost of the items you keep is not refunded. Again, this is £0.00 in practice.

What is not refunded

• Any amount reflecting a reduction in the value of the goods caused by handling beyond what is necessary to inspect them.
• Any premium delivery upgrade you chose beyond our standard free service, if such an option is offered in the future.

7. Exclusions

We cannot accept a change-of-mind return in the following cases:

• Made-to-order, bespoke or personalised lighting produced to your own specification, which is excluded from the statutory right to cancel by the Consumer Contracts Regulations 2013.
• Items that have been installed, wired in, cut, drilled, painted or otherwise altered.
• Items damaged after delivery through misuse, accident, unsuitable use or incorrect installation.
• Items returned incomplete, without their original packaging or with parts missing, where the value has been significantly reduced.
• Fair wear and tear, or bulbs that have simply reached the end of their working life.
• Gift cards and any digital voucher, where offered.

None of these exclusions affects your rights in respect of goods that are faulty, damaged or not as described.

8. Faulty, damaged or incorrect items: a separate procedure

If your order arrives damaged, develops a fault or is not what you ordered, do not use the standard change-of-mind route. Follow this procedure instead, which is faster and does not use up your 14-day window.

1. Do not install the light. Never wire in a fitting that appears damaged.
2. Email contact@lumiris.co.uk with your order number and photographs of the outer box, the internal protection, the shipping label and the item itself. For transit damage, please tell us within 48 hours of delivery where you can, so that we can make a carrier claim. Telling us later does not remove your statutory rights.
3. We reply within 8 to 24 hours by email, Monday to Friday, with the solution and, where a return is needed, a free prepaid label.
4. We arrange a replacement, a repair or a refund, according to your rights and your preference, and we handle the carrier claim ourselves.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not:

• Within 30 days of delivery you have the short-term right to reject the goods and receive a full refund.
• After 30 days and within six months you may ask us to repair or replace the item. If a repair or replacement is impossible or unsuccessful, you are entitled to a refund, which may be reduced to reflect the use you have had.
• Any fault that appears within the first six months is presumed to have been present at delivery unless we can show otherwise.

We cover the cost of return postage for every faulty, damaged or incorrectly supplied item, and we never ask you to pay for a carrier claim. Photographs must be sent by email so that we can open a carrier claim, but you can call us on +44 7470 409015 with any question.

9. Our two-year guarantee

Every Lumiris light carries a two-year commercial guarantee against manufacturing defects, running from the date of delivery. Within that period we repair, replace or refund a defective fitting at our option, at no cost to you. The guarantee does not cover fair wear and tear, bulbs, damage caused by misuse, accident or incorrect installation, or products that have been modified. This guarantee is offered in addition to your statutory rights and does not replace them.

10. Cancelling before dispatch

Orders are prepared quickly, because we dispatch within 24 to 48 hours on working days. If you contact us before your dispatch confirmation email is sent, we will do our best to stop the order and refund you in full. If the parcel has already left us, simply refuse the delivery or use the free returns process described above.

11. Your statutory rights

This policy is offered in addition to your statutory rights and does not replace or reduce them. Nothing on this page affects the rights you have under the Consumer Contracts Regulations 2013, the Consumer Rights Act 2015 or any other consumer protection legislation applying in the United Kingdom. For free, independent advice you can contact Citizens Advice.

12. Model cancellation form

You may use this form if you wish to cancel under the Consumer Contracts Regulations 2013, but you do not have to. Copy it into an email to contact@lumiris.co.uk.

• To: AKYT LTD trading as Lumiris, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom, contact@lumiris.co.uk
• I hereby give notice that I cancel my contract of sale of the following goods:
• Ordered on / received on:
• Order number:
• Name of consumer:
• Address of consumer:
• Date:

13. Questions and complaints

Email contact@lumiris.co.uk or call us on +44 7470 409015, with your order number to hand. Our customer service team is available Monday to Friday, 9am to 6pm (excluding bank holidays) and replies within 8 to 24 hours by email, Monday to Friday. If you are unhappy with how a return has been handled, say so in your email: we acknowledge complaints within 24 hours and aim to resolve them within five working days.

AKYT LTD, trading as Lumiris. Registered in England and Wales, company number 17022802. Registered office: 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom.