Returns + Refunds
Your rights to return goods are protected under the EU Distance Selling Directive which can be found here.
If you’ve changed your mind, that’s fine – we’ll refund you within 14 days of purchase if you bought online.
If you provide the item back to us in its original packaging and accompanied by a valid proof of purchase, we’ll offer an exchange (store returns only) or a full refund. We cannot offer exchanges for online orders.
If you purchased a product during a sale, then we regret to inform that we cannot offer a refund on the item.
Refunds normally take 3-5 working days to the original payment card. If you paid cash in store, please contact us before you come in to ensure that we have the amount available to give to you when you come in.
Items Purchased In Store
You may return your item to any of our stores, providing you have proof of purchase. Simply head into the store and talk to one of our customer advisers who will be happy to help.
Items Bought Online
Simply return your item(s) using your local postal service; you’ll need to pay the postage. Please complete an RMA request form (https://www.lumination.co.uk/returns), mark your parcel “returned goods” and send in the original packaging to:
145 East Reach
Should you wish to return the goods because of any defect then please advise us of your claim in advance of dispatching the goods at https://www.lumination.co.uk/returns. Once we have agreed the return and agreed the associated costs you may proceed to send the goods. Once we have received the goods and we acknowledge the claimed defect then a full refund will be made to your original payment method including the agreed costs of returning the goods..
Should goods be returned for any other reason the costs of return will be to your own account. Once the goods have been received by us in the same condition as when they were originally dispatched then a refund will be made to your card, less the original cost of carriage plus a £25.00 administration fee, of which may be partially or fully waived on a case by case basis.
Do you have a separate Christmas return policy?
Anything purchased during the Christmas period is subject to normal returns and refunds policy.
I’ve received the wrong item, what do I do?
We’re sorry! Get in touch with us and let us know – we’ll fix it up as quickly as possible for you.
You’ll need to return the wrong item either in store on via post, we’ll then get you the correct one to you as soon as possible.
I’ve lost my receipt, can I still get a refund?
We reserve the right to process refunds without proof of purchase. We will discuss your options on a case by case basis and use our best judgement for your situation.
I’m outside of your normal refund timescale, what can I do?
We don’t usually encounter any situations like this, but if this is the case, you’ll need to talk to us.
Call on 01823 618641 (International +44 01823 618641),
Fax us on 01823 334432,
Write to us at:
145 East Reach
We will discuss your options on a case by case basis and use our best judgement for your situation.