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 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 cost 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 support@lumachandeliers.co.uk with your order number and reason for the request. Our team will guide you through the process and provide return instructions. 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.

Our Error vs. Customer-Initiated Returns
If a return is due to our error—such as receiving the wrong item or a confirmed defect—we take full responsibility, including all shipping costs. For returns initiated by the customer, such as a change of preference, return shipping costs will apply, but no restocking fees are charged.

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.

Final Reassurance Statement
We aim to make every purchase with Luma Chandeliers a positive and confident experience. If you have any concerns before or after your order, our team is always available to assist. Your satisfaction is important to us, and we are committed to handling every request with care, professionalism, and fairness.