Refund policy

Returns & Refunds Policy

At Lumivex, we stand behind every piece we sell. If something isn't right, we'll make it right — simply and without fuss.

Your Legal Right to Cancel (UK & EU)

Under the Consumer Rights Act 2015, you have the legal right to cancel your order within 14 days of receiving your items — no reason required. Should you choose to cancel within this period, please return the item(s) and we will refund the full product price, including standard delivery costs where applicable.

Return Conditions

To be eligible for a return, the following conditions must be met:

  • The return request must be made within 14 days of delivery.
  • Items must be unused and in their original condition, with all tags, packaging and accessories included where possible.
  • Proof of purchase (order number or confirmation email) must be provided.
  • Exchanges are subject to stock availability.

Non-Returnable Items

The following items cannot be returned unless faulty or incorrectly sent:

  • Personalised or made-to-order items.
  • Hygiene-sensitive products once opened or unsealed.
  • Perishable goods.
  • Gift cards.
  • Items marked as "Final Sale" at the time of purchase.

How to Request a Return

Starting a return is straightforward. Simply follow these steps:

  1. Email us at contact@lumivex.co.uk with the subject line "Return Request — [Your Order Number]".
  2. Include your order number, the item(s) you wish to return, and the reason for your return.
  3. If your item arrived damaged or incorrect, please attach photographs.
  4. Our team will respond within 24 hours with return instructions.

Return Shipping

Return shipping costs are the responsibility of the customer, unless the item received was faulty, damaged, or incorrect. In such cases, Lumivex will provide a prepaid return label or reimburse reasonable shipping costs in full.

Refund Process

Once we receive and inspect your returned item, we will notify you by email of the outcome.

  • Approved refunds are processed to your original payment method within 14 days of approval.
  • Depending on your bank or card provider, please allow an additional 2–5 business days for the funds to appear in your account.

Faulty or Incorrect Items

If you receive a faulty or incorrect product, please contact us within 7 days of delivery at contact@lumivex.co.uk with the following:

  • Your order number.
  • A description of the issue.
  • Photographs of the item in question.

We will arrange a replacement or full refund at no additional cost to you. This does not affect your statutory consumer rights.

Late or Missing Refunds

If you haven't received your refund within the expected timeframe, we recommend the following steps:

  1. Check your bank account or card statement once more.
  2. Contact your bank or card provider — processing times can vary.
  3. If you have done both and your refund has still not arrived, please contact us directly at contact@lumivex.co.uk

Contact & Support

Our Customer Care team is always happy to help with any returns or refunds queries.

Email: contact@lumivex.co.uk
Response time: within 24 hours, Monday to Friday.

 

Last updated: 15 February 2026