Refund policy
Return and Refund Policy – Lumiera Design
At Lumiera Design, we have chosen to simplify the handling of refund requests. Requests are handled remotely by our customer service team.
As part of our commercial policy, Lumiera Design does not offer physical returns or exchanges for a change of mind, size, color, or model.
When a refund is granted, we favor a refund without the physical return of the item, after reviewing the request where such a review is necessary.
This policy does not limit the legal rights applicable to consumers.
1. Right of withdrawal in the European Union
If you are a consumer located in the European Union, you have a legal 14-day period from the delivery of the last item in your order to exercise your right of withdrawal, without having to provide a reason. This period is extended if it expires on a weekend or public holiday.
How to exercise this right:
You may initiate your request by contacting us at: contactlumieradesign@gmail.com, stating your order number and the items concerned.
After notifying us of your withdrawal, you have an additional 14 days to return the items concerned if a physical return proves necessary. Do not send back any item without first receiving written instructions from our customer service team.
To simplify the procedure, Lumiera Design may proceed with a refund without requiring the physical return of the item, where this arrangement is compatible with the applicable rules.
When the right of withdrawal is validly exercised, the refund is issued within 14 days of receipt of your request (or of proof of shipment of the items). It includes the price of the items as well as the initial standard delivery costs. Additional costs resulting from your choice of a more expensive delivery method are not refunded.
The refund is issued via the same payment method used for the purchase.
2. Change of mind, size, color, or model
Lumiera Design does not offer commercial exchanges for a change of size, color, or model.
During the statutory withdrawal period, consumers may exercise their right in accordance with the applicable regulations.
After this period expires, a simple change of mind does not, by itself, constitute grounds for a refund on the basis of a defect or non-conformity.
However, if you believe you have received an item different from the one ordered, or an item with a conformity issue, your request will be reviewed in accordance with the applicable legal rights.
3. Damaged, defective, or non-conforming items
If your item arrived damaged, is defective, or does not match your order, contact us at: contactlumieradesign@gmail.com
stating:
- your order number;
- a description of the problem;
- photos or a short video showing the problem;
- a photo of the packaging and of the shipping label where relevant.
We do not ask for excessive or impossible-to-provide evidence.
When an item is defective or non-conforming, Lumiera Design favors, where possible, a refund without a physical return.
The legal rights applicable to defective or non-conforming products remain fully preserved.
4. Lost or non-delivered parcel
If you have not received your parcel, contact our customer service team stating your order number and your tracking number where one has been provided to you.
We check the tracking information and, where necessary, may contact the carrier. A “delivered” status does not prevent Lumiera Design from reviewing the available information when a customer states they have not received their parcel.
If the checks establish that the parcel was lost or was not delivered under the applicable conditions, the request will be handled in accordance with the applicable regulations and our refund policy.
5. Verification and false statements
To protect our customers and our business against abuse, Lumiera Design may verify the information provided in a refund request where reasonably necessary.
All requests must be made in good faith and with accurate information. Requests containing deliberately false or fraudulent information may be refused, subject to the applicable legal rights.
This verification procedure does not limit the statutory right of withdrawal nor the applicable rights regarding conformity and legal warranty.
6. Refund with return of the item
When a refund is granted, it is conditional on the prior return of the item concerned. The customer must return the item under the conditions and to the address that will be communicated by our customer service team.
Return shipping costs are borne exclusively by the customer, unless a legal provision or a prior written agreement with our customer service team provides otherwise.
The refund will be issued after receipt and verification of the returned item, provided that the conditions applicable to the refund are met.
No item should be returned spontaneously without first obtaining instructions from our customer service team. Any return made without prior agreement may not be taken into account.
We do not offer commercial exchanges. When an exchange is not possible, the customer may, where applicable, return the item in order to receive a refund under these terms.
7. Refund processing
After the request is accepted, the refund is issued, where possible, to the same payment method used for the order. The time it takes for the funds to appear may vary depending on the bank or payment provider.
8. Contact
For any request concerning an order or a refund:
contactlumieradesign@gmail.com
Please always state your order number and, for any delivery-related request, your tracking number when available.
Lumiera Design is committed to handling refund requests clearly, fairly, and transparently, while taking the reasonable steps needed to prevent abusive or fraudulent requests.
This policy shall not have the effect of removing or limiting consumers' mandatory legal rights.