Refund policy

Return and Refund Policy

Overview
Thank you for shopping at Lumenelle. We want to ensure your shopping experience is pleasant and satisfactory. This policy outlines our procedures for returns, refunds, and exchanges in accordance with UK consumer protection laws.

Your Right to Cancel
Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods without giving a reason. However, due to the intimate nature of our products and for hygiene reasons, this right can only be exercised if the items are:
- In their original, unopened packaging
- With all tags and hygiene seals intact
- In a resalable condition
- Not worn, washed, or tried on

Exceptions
The following items cannot be returned or exchanged:
- Lingerie items where the hygiene seal or protective packaging has been broken or removed
- Items that have been worn or used
- Items marked as "Final Sale" or purchased at a significant discount
- Custom-made or personalised items

How to Return
To initiate a return:
1. Contact us at hello@lumenelle.uk within 14 days of receiving your order
2. Include your order number and reason for return
3. Wait for our confirmation and return instructions
4. Package the item(s) securely in their original packaging
5. Send the items back within 14 days of receiving return approval

Return Shipping
- Return shipping costs are the responsibility of the customer
- We recommend using a tracked shipping service
- Items must be returned in their original packaging
- Risk of loss during return shipping remains with the customer until we receive the items

Refund Process
Once we receive your return:
1. We will inspect the items to ensure they meet our return criteria
2. If approved, we will process your refund within 14 days
3. Refunds will be issued to the original payment method
4. The refund will include the full purchase price of eligible items
5. Original shipping costs are non-refundable unless the items were defective

Exchanges
- Exchanges are subject to the same conditions as returns
- Size exchanges are only available for unworn items in original packaging
- Contact hello@lumenelle.uk to arrange an exchange

Damaged or Defective Items
If you receive damaged or defective items:
1. Contact us immediately at hello@lumenelle.uk
2. Include photos of the damage/defect
3. We will cover return shipping costs for defective items
4. You will receive a full refund or replacement at your choice

Our Promise
We strive to handle all returns and refunds promptly and fairly. If you have any questions about this policy, please get in touch with us at hello@lumenelle.uk.

Updates to This Policy
We reserve the right to modify this policy at any time. Changes will be effective immediately upon posting to our website.

Last Updated: 12 November 2024