Refund policy
Last updated: 3 September 2026
At Lumerly, we want you to be happy with your purchase. If you are not satisfied with your order, this policy explains how returns, cancellations, refunds and faulty products are handled.
Lumerly is operated by:
Spanian Limited trading as Lumerly
Company number: 14710373
Registered office: Manchester, United Kingdom
Email: hello@lumerly.co.uk
Website: https://lumerly.co.uk/
1. Your consumer rights
If you purchase products from Lumerly online as a consumer, you have rights under UK consumer law.
Nothing in this policy removes or limits your statutory rights.
If a product is faulty, damaged, not as described or does not conform to the contract, you may have legal rights to a repair, replacement, price reduction or refund depending on the circumstances.
2. Change-of-mind returns
For most products purchased online, you have the right to cancel your order without giving a reason.
You normally have 14 days from the day after you receive your goods to tell us that you want to cancel.
After telling us that you wish to cancel, you normally have a further 14 days to return the goods.
This statutory cancellation right applies subject to the legal exceptions described below.
Our additional 30-day return period
In addition to your statutory cancellation rights, Lumerly offers a 30-day return period for eligible unused products.
To qualify for our additional 30-day return period:
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The return request must be made within 30 days of delivery.
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The product must be unused and in resalable condition.
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The product should be returned with its original packaging where reasonably possible.
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The product must not have been damaged through misuse or improper handling.
Our additional 30-day return period does not reduce or replace any statutory rights you have under UK consumer law.
3. Products that may not be eligible for change-of-mind returns
Certain products may be excluded from cancellation or change-of-mind returns where a legal exception applies.
This can include certain sealed products that are not suitable for return for health or hygiene reasons once the seal has been broken.
Where an exception applies to a particular product, we will make this clear before you purchase it.
This does not affect your rights where a product is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract.
4. How to request a return
To request a return, contact us at:
Please include:
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Your full name.
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Order number.
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The product you wish to return.
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The reason for the return, where applicable.
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Any relevant photographs if the product is damaged or faulty.
We will provide you with instructions for returning the product.
Please do not send a return to an address obtained from another source. Contact us first so that we can provide the appropriate return instructions.
5. Return postage
For a change-of-mind return, the customer is normally responsible for the reasonable cost of returning the goods unless we have stated otherwise.
Where a product is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, we will not require you to bear costs that we are legally required to cover.
If we provide a prepaid return label for an eligible return, we will explain this when arranging the return.
6. Condition of returned products
You may handle goods to the extent reasonably necessary to establish their nature, characteristics and functionality, in the same way you would be able to examine them in a shop.
If you handle the goods beyond what is reasonably necessary and this reduces their value, we may have a legal right to make a deduction from a refund where applicable.
This does not affect your statutory rights.
7. Faulty, damaged or incorrect products
If your product arrives faulty, damaged or different from what you ordered, please contact us at:
Please provide your order number and, where possible, photographs showing the issue.
We will assess the issue and explain the appropriate next step.
Depending on the circumstances and your legal rights, this may include:
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A replacement.
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A repair.
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A refund.
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A price reduction.
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Another appropriate remedy.
We will not ask you to waive your statutory consumer rights.
8. Refunds
Once we have received and assessed a returned product, we will process any refund that is due.
Where you exercise your statutory right to cancel an online purchase, we will normally issue the refund within 14 days of receiving the returned goods or, where applicable, receiving evidence that you have returned them.
Refunds will normally be made using the same payment method used for the original purchase unless we agree otherwise.
We will not charge a fee for processing a refund.
9. Original delivery charges
Where you exercise your statutory right to cancel an online order, we will refund the cost of the standard delivery option you paid for.
If you selected a more expensive delivery option, we are generally only required to refund the cost of the least expensive standard delivery option available.
This does not affect your rights where goods are faulty, damaged, incorrectly supplied or otherwise do not conform to the contract.
10. Promotional and discounted products
Products purchased during a sale or promotional offer are covered by the same applicable statutory consumer rights as products purchased at full price.
Where our additional 30-day return policy applies, the same eligibility requirements apply unless the relevant promotion states otherwise.
We will not remove or restrict your statutory rights because a product was purchased at a discounted price.
11. Exchanges
We may offer exchanges at our discretion where appropriate.
However, where a product is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, you retain your statutory rights to the appropriate legal remedy.
If you would prefer an exchange rather than a refund, contact us at:
12. Items lost or damaged during return
Customers returning goods are responsible for ensuring that the goods are packaged appropriately and, where appropriate, using a tracked delivery service.
If an item is damaged or lost while being returned, please contact us and provide the relevant tracking information or proof of postage.
This does not affect your statutory rights.
13. Cancellation before dispatch
If you wish to cancel an order before it has been dispatched, contact us as soon as possible at:
We will make reasonable efforts to stop the order before dispatch.
If the order has already been dispatched, you may still have your statutory cancellation rights and should follow the return procedure described above.
14. How to cancel your order
You can contact us by email to tell us that you wish to cancel.
Your cancellation request should clearly state that you wish to cancel your order and include your order number where possible.
Example:
Subject: Order Cancellation
“I wish to cancel my order [order number].”
You do not have to use this wording. Any clear statement showing that you wish to cancel is sufficient where the statutory cancellation right applies.
15. Refund timing
For statutory cancellations, we will normally process your refund within the timeframe required by applicable law.
Once processed, the time taken for the funds to appear in your account may depend on your bank or payment provider.
We cannot control processing times imposed by your bank or payment provider after we have issued the refund.
16. International returns
Our delivery and return arrangements may differ depending on the country from which an order was placed.
The applicable delivery charges, return arrangements and any country-specific terms will be communicated where relevant.
If you are ordering from outside the UK, please contact us before returning an item if you are unsure about the return procedure.
17. Contact us
For all return, refund, cancellation or faulty-product enquiries, please contact:
Spanian Limited trading as Lumerly
Company number: 14710373
Registered office: Manchester, United Kingdom
Email: hello@lumerly.co.uk
Website: https://lumerly.co.uk/
We aim to respond to customer enquiries as soon as reasonably practicable.
18. Changes to this policy
We may update this Refund & Returns Policy from time to time to reflect changes to our products, services, business practices or legal requirements.
The latest version will always be available on this page.
The date at the top of the policy shows when it was last updated.
Your statutory rights
Nothing in this policy is intended to exclude, restrict or replace any rights you have under applicable UK consumer law.
If there is a conflict between this policy and a mandatory legal right that applies to you, the mandatory legal right will prevail.