Refund policy

Policy Overview

At Luma Chandeliers, we understand that purchasing high-value lighting is a considered decision. Our returns and exchanges policy is designed to give you confidence, clarity, and peace of mind. If something isn’t right, we’re here to resolve it fairly and efficiently.

Return & Exchange Eligibility

To be eligible for a return or exchange, items must be in new and unused condition, with all original packaging and accessories included. This ensures the product can be safely handled and restocked where applicable. We recommend inspecting your chandelier carefully upon delivery and keeping all packaging until you are fully satisfied.

Return Window

You may request a return or exchange within 30 days of delivery. Requests made outside of this timeframe may not be accepted, so we encourage you to review your order as soon as it arrives.

Return Fees & Restocking Charges

  • Restocking Fees: £0 (We do not charge any restocking fees).

  • Defective/Damaged Returns: £0 (Luma Chandeliers covers all return shipping costs).

  • Change of Mind Returns: Customer is responsible for return shipping costs.

Return Shipping Responsibility

For returns due to a change of mind, the customer is responsible for return shipping costs. We can provide a prepaid return label for convenience, and the actual cost of return postage will be deducted from your refund. For items that are defective, damaged, or incorrect, Luma Chandeliers will cover all return shipping costs.

How to Start a Return or Exchange (RMA Process)

To begin a return or exchange, please contact our support team at sales@lumachandeliers.co.uk with your order number and reason for the request. Our team will guide you through the process and provide return instructions and labels. Returns should not be sent without prior approval, as this ensures your request is handled quickly and correctly.

Damaged or Defective Items

If your order arrives damaged or with a defect, please notify us within 48 hours of delivery. This is especially important for larger or freight-delivered items. We may request photos to assess the issue and arrange a replacement or refund promptly. In these cases, we will cover all associated shipping costs.

Cancellations

Orders may be cancelled for a full refund at any time before they have been dispatched. Once an order has shipped, it will fall under our standard returns process.

Refund Processing Time

Once your return is received and inspected, your refund will be processed within 7 business days. Refunds are issued to your original payment method, including the original shipping cost where applicable.

Exchanges Process

If you wish to exchange an item, the return must first be approved and received. Once processed, you can place a new order for your preferred item. Customers are responsible for both the return and reshipment costs associated with exchanges, unless the exchange is due to a fault or error on our part.

Contact & Return Location

If you have any questions or wish to initiate a return, please reach out to us:

Luma Chandeliers Email: sales@lumachandeliers.co.uk