Security & Dispute Resolution

1. Payment & Transaction Security

Payments on LUME & HOME LIMITED are processed through authorised payment providers, acquiring partners, and regulated financial institutions.

We support secure card payments and bank transfer methods, including SEPA Credit Transfer (SCT), SEPA Instant Credit Transfer (SCT Inst), and Faster Payments (UK), where available.

All transactions are processed through encrypted connections, and we do not store full card details or online banking credentials. Payment partners follow applicable security and regulatory standards, including PCI DSS requirements where applicable.

We monitor transactions for unusual or potentially fraudulent activity.

2. Protecting Your Information

Access to customer and order information is limited to authorised personnel who require access to fulfil orders and provide customer support.

We maintain appropriate technical and organisational measures to protect personal information against unauthorised access, loss, misuse, or disclosure.

For more details on how we handle personal data, please refer to our Privacy Policy.

3. Raising a Concern or Complaint

If you have an issue with an order, payment, delivery, or customer service inquiry, please contact us at complaints@lumeandhome.com with your order or inquiry reference.

We acknowledge complaints within 2 business days and aim to provide a resolution or final response within 14 days.

4. Dispute Resolution

If we are unable to resolve a complaint directly, customers in the UK or EU may refer the matter to an independent Alternative Dispute Resolution (ADR) provider where applicable.

For eligible online purchases, customers may also access available consumer dispute resolution mechanisms in their jurisdiction.

This process is provided alongside and does not replace statutory consumer rights.

5. Payment Disputes & Chargebacks

If you believe there is an issue with a payment or order, we encourage you to contact us before initiating a chargeback or bank dispute.

Many issues can be resolved faster by working directly with our customer support team.

Where a dispute is raised through a card scheme or banking network, we will respond in accordance with applicable scheme rules, payment network procedures, and regulatory requirements.