Faulty Product(s)

If your product appears faulty, please email our Customer Care Team at info@lumie.com and let us know about the fault you’re experiencing. You will hear back from us in 1-2 working days.

You are responsible for returning the faulty products to Lumie (unless otherwise notified by Lumie to you). Freight and insurance shall be prepaid by you and Lumie accepts no risk in respect of products which are being returned.

If you are returning a defective product under the Warranty, we will repair or replace (with either new or factory refurbished products) any defective product. Lumie shall inspect the returned product and Lumie’s decision on whether the product is faulty or defective shall be final. We aim to ship your repaired or replacement product(s) within 5 -10 working days from the day we receive the faulty product(s).

More info on how to log a return request below

Logging your return

To return a product from within the UK, log your return request on our returns portal. 

If outside of the UK, please email info@lumie.com for instructions on how to return your product.

Please note we may not be able to supply a free returns label in some instances. These include, but are not limited to:

a)      the product(s) logged on the return request require(s) shipping from a country outside of the Lumie Service Region as specified in the Delivery section above;

b)      the product(s) was (were) purchased more than six months before logging the return request.

If you are returning a product(s) for which we were unable to supply a free returns label, the product(s) must then be returned to us securely in the original packaging to one of the following addresses.

If:

• you are returning a product within the UK, the product(s) must then be returned to us securely in sturdy packaging at the following address:

Lumie, 3 The Links, Trafalgar Way, Bar Hill, Cambridge CB23 8UD, United Kingdom.

• you are returning a product within the EU/EEA the product(s) must then be returned to us securely in sturdy packaging at the following address:

Lumie P/A , Tigers International  Logistics BV, Schaapherdersweg 24, 2988CK Ridderkerk, Netherlands.

In this instance, it is your responsibility to pay for the return, preferably by Recorded Delivery for safety. We shall accept no risk in respect of products which are being returned.

Refunds

Where applicable, we'll give you a full refund as soon as we receive and process your return. Unless otherwise notified by Lumie, you should expect to see a credit to your account within 5 – 10 working days.