Refund policy

What we cover

If your fixture arrives damaged, arrives faulty, or is not the item you ordered, tell us within 14 days of delivery and we will put it right at no cost to you. Send a photograph and we will dispatch a replacement or refund you in full, whichever you prefer.

How to claim

Email lumaply@proton.me with your order number and a photograph of the problem. You do not need to send the item back first, and in most cases we do not ask for it back at all. Please do not return anything before contacting us.

Change of mind

We do not accept returns for change of mind. Our cover applies to items that arrive damaged, faulty or incorrect.

If we do ask for an item back

Occasionally we need an item returned before a refund is issued. Where that happens we will say so and we pay the postage. Items should come back unused and complete, with their original packaging and accessories. We cannot accept a fixture that was installed with adhesive backing and cannot be restored to resalable condition.

Refunds

Refunds are issued to the original payment method within 5 to 10 business days of approval. Original shipping was free, so nothing is deducted.

Warranty

All fixtures are covered for 12 months against manufacturing defects. If a product fails in normal use within that period, contact us with a description and a photograph or short video and we will send a replacement at no cost. You will not be asked to return the faulty unit.

This warranty covers defects in manufacture. It does not cover accidental damage, misuse, or the gradual loss of rechargeable battery capacity that occurs with age and repeated charging.

Late or missing orders

If your order has not arrived within 50 business days of dispatch, contact us and we will replace it or refund you in full.