Refund policy

Last updated: 3 September 2026

At Luma Living we want you to love what you buy. If something isn’t right, this policy explains exactly what you can do about it, how long you have, and who pays for what. It applies to every product we sell, from a single bud vase to a ceiling light.

Your Rights at a Glance

  • Changed your mind? You have 14 days from delivery to tell us, and a further 14 days to send the item back. You pay the return postage.
  • Item faulty, damaged or wrong? Contact us and we will put it right at our cost. You never pay to return a faulty or incorrect item.
  • Order not dispatched yet? Contact us straight away and we will usually be able to cancel it in full.

These rights sit on top of, and never replace, your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Cancelling Because You’ve Changed Your Mind

You may cancel your order for any reason, without giving a reason, from the moment you place it until 14 days after the day you (or someone you nominate) receive the goods. Where an order arrives in more than one parcel, the 14 days run from the day you receive the last item in that order.

To cancel, tell us clearly in writing — by email or through our Contact page — before the 14 days are up. Please include your order number and the items you wish to cancel. You do not need to use a particular form of words.

Once you have told us, you have a further 14 days to return the goods to the address we give you.

2. How to Start a Return

Please contact us before sending anything back:

  1. Email lumalivinghome@gmail.com or use our Contact page with your order number, the item(s) concerned and the reason.
  2. We will reply with a return authorisation and the correct return address for that specific item.
  3. Pack the item securely, include the authorisation reference, and send it using a tracked service.

Please note: our range is prepared and dispatched from more than one location, so the correct return address differs from item to item and is not always the address printed on your parcel. Items sent back without a return authorisation, or sent to the wrong address, may be delayed, refused or lost, and we may be unable to refund them. This is why we ask you to contact us first.

3. Condition of Returned Items

You are welcome to inspect and handle an item as you would in a shop. To receive a full refund, the item must come back:

  • Unused, unfitted, unwashed and undamaged, in the condition you received it;
  • In its original packaging, including inner protective packaging, boxes and any outer sleeve;
  • Complete, with every part, fitting, fixing, cable, plug, remote, bulb, battery, care card and accessory it arrived with;
  • With proof of purchase (your order number is enough).

If the value of the goods is reduced because you handled them more than was necessary to establish their nature, characteristics and functioning — for example, an item that has been installed, wired in, wall-mounted, assembled, scratched, marked or used — we may deduct an amount from your refund to reflect that reduction in value.

Until the item reaches us it remains your responsibility, so please pack it well and use a tracked, insured service. We cannot refund items that are lost or damaged on their way back to us.

4. Who Pays for Return Postage

  • Change of mind: you pay the cost of returning the item. Return postage on larger, heavier or fragile pieces — floor vases, oversized mirrors and clocks, chandeliers, racks and large storage — can be significant, so please factor that in.
  • Faulty, damaged, incorrect or not as described: we pay. We will either send you a prepaid label, arrange collection, or reimburse a reasonable return cost. Please agree the method with us first.

5. Refunds — What You Get Back and When

Once your return is received and inspected, we will email you to confirm the outcome. Where a refund is due:

  • It is issued to your original payment method. We cannot refund to a different card or account.
  • We process it within 14 days of receiving the goods back, or within 14 days of you providing proof that you have sent them, whichever is earlier.
  • Your bank or payment provider then typically takes a further 5–10 business days to show the money in your account.

Delivery charges: if you cancel an entire order within the 14-day cancellation period, we refund the standard delivery charge you paid alongside the price of the goods. If you chose an upgraded or express delivery option, we refund the cost of our standard option only, not the premium you paid for speed. If you keep part of an order and return the rest, the original delivery charge is not refunded. Where a return is due to our error, a fault, or damage, we refund delivery in full.

6. Items We Cannot Accept Back for Change of Mind

By law, the 14-day cancellation right does not apply to certain goods. For our range, that means we cannot accept change-of-mind returns of:

  • Personalised, engraved, bespoke or made-to-order items, including anything produced to your specification or clearly customised for you.
  • Items sealed for health, hygiene or food-safety reasons where the seal has been broken — this includes dinnerware, glassware, food storage jars and canisters, utensil holders and any other food-contact item once it has been unsealed or used with food or drink.
  • Mains-powered lighting that has been wired in, hard-wired or permanently installed, and any item that has been fitted, mounted, drilled, glued or otherwise permanently affixed. Please test and inspect an item fully before installation.
  • Items assembled beyond what is necessary to inspect them, or where protective film, adhesive backing or mounting tape has been applied.
  • Perishable goods and live plant material.
  • Gift cards.
  • Items clearly marked as final sale, clearance or non-returnable at the point of purchase.

None of these exclusions affects your rights if an item turns out to be faulty, damaged, incorrect or not as described. Those rights always apply.

7. Faulty, Damaged or Incorrect Items

If an item arrives broken or damaged, is not the item you ordered, is missing parts, or develops a fault, tell us as soon as you can — ideally within 7 days for transit damage, so that we can pursue a carrier claim — and send photographs or a short video of the problem, the item and its packaging.

Under the Consumer Rights Act 2015:

  • Within 30 days of delivery you may reject a faulty item and receive a full refund, including delivery costs.
  • After 30 days and within 6 months, you are entitled to a repair or replacement. If that isn’t possible or doesn’t resolve the issue, you may claim a refund, which may be reduced to reflect the use you have had.
  • After 6 months, please still contact us — we will look at every case on its merits, and you may still have rights for up to six years in England, Wales and Northern Ireland, or five years from discovery in Scotland.

Depending on the item, we may ask you to return it, or we may confirm that no return is needed — for example where returning broken glass or ceramic would be impractical or unsafe. Please do not dispose of a damaged item until we have confirmed.

8. Lighting & Electrical Items

Because a large part of our range is lighting, this section matters:

  • Please unpack and inspect every light fitting or lamp fully before it is installed, and check it against the product description, dimensions and specification.
  • If a fitting is faulty or damaged, do not have it installed. Contact us first.
  • Mains-wired fittings must be installed by a suitably qualified or competent electrician. We cannot reimburse electrician’s fees, installation costs, removal costs, decorating or making-good costs arising from a faulty item, except where the law requires it.
  • A fitting that has been wired in, cut, shortened, modified or altered in any way cannot be returned under the change-of-mind right, though your rights in respect of a genuine fault are unaffected.
  • Bulbs, batteries and consumables are not covered by a fault claim once they have been used, unless they were faulty on arrival.

9. Sets, Pairs & Multi-Piece Items

Where an item is sold as a set, pair or multi-pack, a change-of-mind return must include the complete set in its original packaging — we cannot accept part of a set back and refund it proportionally.

If a single piece within a set arrives damaged or faulty, contact us: we will normally replace that individual piece, or offer a partial refund for it, rather than asking you to return the whole set.

10. Exchanges

We do not operate a direct exchange service. If you would like a different item, size, colour or finish, please return the original under this policy for a refund and place a new order — this is usually faster and means you don’t risk the replacement selling out while your return is in transit. Faulty, damaged or incorrect items are always replaced free of charge where you would prefer a replacement to a refund.

11. Cancelling Before Dispatch

If your order has not yet been dispatched, contact us immediately and we will cancel it and refund you in full. Because orders are picked quickly, we cannot guarantee this — if the item has already left us, please follow the return process above.

12. Refused, Undelivered or Returned-to-Sender Parcels

If you refuse a delivery, do not collect a parcel, or a parcel is returned to us because of an incorrect address, we will refund the cost of the goods once they reach us. Delivery charges and any costs incurred in returning the parcel are not refundable in these circumstances.

13. Late or Missing Refunds

If you have received our confirmation that a refund has been issued but cannot see it:

  1. Check your bank or card statement again, including pending transactions.
  2. Contact your card provider or payment service — processing times vary between providers.
  3. If it still has not appeared after 10 business days, contact us with your order number and we will chase it.

14. Fair Use

We reserve the right to refuse a return, or to decline future orders, where we reasonably believe this policy is being misused — for example, repeated returns of used or installed items, or claims that are not genuine. We will always explain our reasons, and this does not affect your statutory rights.

15. Complaints

If you are unhappy with how we have handled a return or refund, please email us at lumalivinghome@gmail.com with the subject line “Complaint” and your order number. We aim to acknowledge complaints within 2 business days and resolve them within 14 days. If we cannot resolve matters between us, you may be able to refer the dispute to an approved alternative dispute resolution provider or to Citizens Advice.

Contact Us

Email: lumalivinghome@gmail.com · or use our Contact page.

Luma Living is a United Kingdom based retailer. Business address: Tara, Strathaven, South Lanarkshire, ML10 6QF, United Kingdom.

Nothing in this policy affects your statutory rights as a consumer under UK law.