Refund policy

RETURN AND REFUND POLICY

At Lumenorth, we want you to love your lighting. If something isn't right, we're here to help.

30-day returns

You have 30 days from the day you receive your order to request a return, which extends the statutory 14-day right of withdrawal that applies to customers in the European Union. To be eligible, items must be unused, in their original condition and packaging, and complete with all parts, fittings and accessories.

Right of withdrawal (EU customers)

If you are a consumer resident in the EU, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason. You can notify us of your decision by a clear statement to hello@lumenorth.com. We also honour a longer, voluntary 30-day return window as described above.

How to start a return

  1. Email us at hello@lumenorth.com with your order number and the item(s) you'd like to return.
  2. We'll reply with return instructions and the correct return address.
  3. Pack the item securely, ideally in its original packaging, and send it back within 14 days of telling us you wish to return it.

Return shipping costs

For change-of-mind returns, the cost of return shipping is the customer's responsibility. We recommend using a tracked service, as we cannot process a refund for items that do not reach us. If your item is faulty, damaged or not as described, we cover all return costs.

Refunds

Once we receive and inspect your return, we'll notify you of the outcome. Approved refunds are issued to your original payment method within 14 days, and no later than 14 days after we receive the returned goods or proof that you have sent them. Original shipping charges are refunded for change-of-mind returns up to the cost of our standard delivery option, in line with EU consumer law. We may reduce a refund to reflect any diminished value of goods caused by handling beyond what is necessary to establish their nature and characteristics.

Faulty, damaged or incorrect items

All our products are covered by the EU legal guarantee of conformity for 2 years. If your item arrives faulty, damaged in transit, or is not what you ordered, contact us at hello@lumenorth.com within a reasonable time of discovery, with photos where possible. We will arrange a free replacement, repair or full refund at no cost to you, including return shipping.

Questions? Email us at hello@lumenorth.com and we'll be glad to help.