Refund policy

At House of Lumora, your satisfaction is our priority. We want you to feel completely confident when purchasing your lighting from us, and if something isn't quite right, we're here to make it easy. This policy explains your rights and how returns and refunds work, in line with UK consumer law.

30-Day Return Policy

You have the right to return your order within 30 days of receiving your item. This includes your right to change your mind under the Consumer Contracts Regulations. To be eligible for a return, the item must be unused, in its original condition, and returned in its original packaging with all included components and accessories.

If you wish to return an item, please contact us first at info@houseoflumora.co.uk with your order number and reason for return. We will provide you with the next steps and return instructions. Items sent back without prior contact may experience delays in processing.

Change of Mind

If you decide that the item is not suitable for your space, you may return it within 30 days of delivery. The item must not be installed, used, or damaged. Customers are responsible for arranging and covering the cost of return shipping for change-of-mind returns unless the item is faulty.

We recommend using a tracked delivery service, as we cannot be responsible for items lost during return transit.

Faulty or Damaged Items

If your item arrives damaged, defective, or not as described, please contact us within 48 hours of delivery and provide clear photographs of the issue. Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or refund if the item is faulty.

We will assess the issue promptly and arrange an appropriate solution. In cases of confirmed faults or damage, we will cover reasonable return shipping costs.

Refund Process

Once we receive your returned item and inspect it, we will notify you of the outcome. If approved, your refund will be processed within 10 working days. Refunds will be issued to the original payment method used at checkout.

Please note that it may take additional time for your bank or payment provider to process and reflect the refund in your account. We do not charge restocking fees.

Non-Returnable Situations

Items that have been used, installed, damaged after delivery, or returned without original packaging may not be eligible for a full refund. If an item is returned in a condition that reduces its value, we reserve the right to make a reasonable deduction from the refund amount, in accordance with UK consumer law.

Exchanges

At this time, we do not offer direct exchanges. If you would like a different item, we recommend returning the original item (if eligible) and placing a new order.