Refund policy

Refund & Returns Policy

Last updated: September 10, 2026

At LumiVera, we want to ensure that every order arrives safely and as described. If your product arrives damaged, defective, or does not conform to the description provided on our website, please contact us and we will work to resolve the issue.

1. Faulty or Damaged Products

If your LumiVera product arrives damaged, defective, or develops a fault, please contact us as soon as possible.

Please provide:

  • Your order number

  • A description of the issue

  • Photos or videos showing the problem, where applicable

Depending on the circumstances and applicable consumer law, we may offer a replacement, repair, refund, or other appropriate remedy.

Damage caused by misuse, improper handling, accidents, or unauthorised modifications may not be covered.

2. Returns & Cancellation Rights

For customers purchasing from the UK or other jurisdictions where a statutory cancellation right applies, you may have a legal right to cancel your order within the applicable cancellation period.

For UK online orders, customers generally have 14 days from receiving their goods to notify us that they wish to cancel, followed by a further 14 days to return the goods.

Where a statutory cancellation right applies, the product should be returned in accordance with the applicable legal requirements. Customers may be responsible for the direct cost of returning the goods where permitted by law.

This policy does not limit any statutory consumer rights applicable to your order.

3. Refunds

Once a returned product has been received and inspected, we will process any applicable refund in accordance with this policy and applicable consumer law.

Where a refund is approved, it will generally be issued to the original payment method.

For UK statutory cancellations, applicable refunds will be processed within the timeframe required by law. This generally includes the cost of standard outbound delivery, although additional costs resulting from choosing a more expensive delivery option may not be refundable.

4. Product Condition

Returned products should be handled with reasonable care.

Where permitted by applicable law, LumiVera may make a deduction from a refund if the value of the product has been reduced because it has been handled beyond what was reasonably necessary to establish its nature, characteristics, and functioning.

Nothing in this section affects your statutory rights regarding faulty, defective, or incorrectly described products.

5. International Orders

LumiVera accepts orders from customers internationally.

Customers outside the UK may have consumer protection, cancellation, return, and refund rights under the laws of their country or jurisdiction.

Where applicable, LumiVera will comply with the mandatory consumer rights that apply to the relevant transaction.

International customers may also be responsible for return shipping costs, customs charges, duties, or other costs associated with returning an order, except where applicable law requires otherwise.

6. How to Request a Return or Refund

To request a return, cancellation, replacement, or refund, please contact LumiVera customer support with:

  • Your order number

  • The email address used to place the order

  • A description of the issue or reason for your request

  • Photos or videos where relevant

Please contact us before sending a product back so that we can provide the appropriate return instructions.

7. Exclusions

We may refuse or limit a refund where permitted by applicable law if:

  • The product has been damaged through misuse or accidental damage

  • The product has been modified or tampered with

  • The product has been damaged after delivery through improper handling

  • The product has been used or handled beyond what is reasonably necessary to inspect it, where applicable

  • The issue is caused by failure to follow the product's instructions

These exclusions do not affect statutory rights relating to faulty, defective, misdescribed, or non-conforming products.

8. Statutory Consumer Rights

Nothing in this Refund & Returns Policy is intended to remove, restrict, or replace any statutory rights you may have under applicable consumer protection laws.

If a product is faulty, defective, not as described, or otherwise does not conform to the applicable legal requirements, you may have additional rights and remedies.

9. Contact Us

If you have any questions regarding returns, refunds, cancellations, or defective products, please contact LumiVera customer support through the contact details provided on our website.

LumiVera
Customer Support