Refund Policy

1. Standard Range Returns

Standard pieces may be returned within 30 days of delivery, provided they are unused, in original condition, and returned with original packaging.

A full refund of the product price will be issued. Return shipping costs are the responsibility of the customer unless the item is faulty, damaged, or incorrect.

2. Premium & Bespoke Range

Made-to-order and bespoke pieces, including items produced to specific customer requirements such as custom dimensions, finishes, or configurations, are generally not eligible for cancellation or return once the final specification has been confirmed in writing and payment has been completed.

This is because such pieces are individually produced, customised, or finished specifically for the customer.

Premium pieces marked as "Ready to Ship" on the product page may be returned within 14 days of delivery, provided they are in original condition and packaging.

These terms do not affect any statutory consumer rights that apply under applicable law.

3. Faulty or Damaged Pieces

If your order arrives faulty, damaged, or incorrect, please contact us within 48 hours of delivery at returns@lumeandhome.com and provide photographs and details of the issue.

We will assess the situation and may offer a repair, replacement, or refund where appropriate and in accordance with applicable consumer protection requirements.

4. How Refunds Are Processed

Approved refunds are issued to the original payment method used for the purchase within 10 business days after the return has been received and inspected.

Processing times may vary depending on the customer's payment provider or bank.

5. Exchanges

We do not offer direct exchanges.

If you would like to change a size, finish, or product selection, please return the original item in accordance with this policy and place a new order or submit a new inquiry.

6. How to Start a Return

To request a return, please email returns@lumeandhome.com with your order number and the reason for the return.

Our team will confirm the next steps, including return instructions and any applicable shipping arrangements.