We want every piece to arrive exactly as it should. Here is how we put things right if it doesn't.
What's covered
You're covered for a free replacement if your item arrives incorrect, faulty, broken or damaged. This policy does not cover a change of mind, so please choose carefully before ordering.
Timeframe
- Requests must be made within 30 days of delivery.
- Replacements requested within 7 days of delivery are free of charge.
- Requests made between 8 and 30 days after delivery may carry a fee.
How to start a replacement
- Message us on WhatsApp or email hello@lumenook.com with your order number and a short video showing the issue.
- We may suggest a quick fix first, in case it's a setup issue rather than a fault. If the item is confirmed incorrect, faulty or damaged, we'll arrange one of the following.
- Courier pickup: we schedule a collection within 14 working days and send your replacement once the item has been picked up. Please pack it with its original box and all accessories.
- Self-ship: pack the item in its original box with all accessories and send it to our fulfilment address (we'll confirm this with you); we ship your replacement within 5 working days of receiving it.
Refunds
We do not offer refunds. Every eligible claim is resolved with a free replacement of the same item.