Return Policy
We want you to be entirely happy with your purchase from us. If for any reason you are unhappy with your goods, you have the right to return them and receive a full refund as long as the item is still in its original condition.
The product(s) must be returned within 14 days from the date when you informed us of your intention to withdraw from the contract. The products must be returned properly packed, in good condition and in the original box and/or packaging.
The Customer is responsible for the product’s condition after accepting delivery and during the return transport. If the returned product has been used in violation of the duty of care belonging to the Customer, Lumene may charge the Customer for the product’s depreciation in value up to the full price of the product, as well as the return costs. We reserve the right to refuse a refund if goods are not returned in a saleable condition or are damaged or opened. All returns are evaluated before being processed.
If you need any further help organising your return, please contact our friendly Customer Service Team by email: hei@lumene.com. In case the product received by you is broken or defective, please refer to section "Defects and Support" below.
How to create a return
- Fill out a return form here
- Complete the form and select the best return option for you
- Once we have received your return we will process your refund
Return of Payments
We will return all payments received from you (except delivery costs and additional costs resulting from you choosing a delivery method different from the most affordable standard method offered by us) without undue delay and at the latest after 14 days from the receipt of the notice of withdrawal. We may, however, refrain from returning the payments until we have received the products or you have demonstrated the return of the products, whichever is the earlier.
Please store all the documents related to the return carefully until you have received confirmation on the receipt of the returned products from us.
The payments will be returned by using the same payment method you have used in the original transaction. You will not incur any costs due to the return of the payments.
Defects and Support
Lumene is responsible for the statutory liability for product defects under the Finnish Consumer Protection Act. Unless otherwise provided by mandatory law, Lumene’s maximum liability is limited to the price of the product ordered and deemed defective. In case the product received by you is broken or defective, please contact us without delay. In all matters relating to orders from Lumene.com (including complaints), you can reach us by using the contact form available at our contact page or by email at hei@lumene.com.