Cancellation and Returns Policy.

YOUR RIGHT TO CANCEL

  • If the order has not been dispatched, you have the right to cancel at any time.

  • If the order has been dispatched, you have the right to cancel your order up to 30 days from receipt of your goods.

  • In both of the above scenarios, you are able to claim for a full refund*, provided the order is returned in ‘as new’ condition.

  • Please do not return orders back to ourselves without prior contact and authorisation as this may result in non-refund.

* The refund will include the cost of the products, taxes and standard shipping originally paid by the customer. If express shipping (or similar) was selected by the customer during the order process, the additional premium for that service will NOT be refunded.

TO REQUEST AUTHORISATION FOR A RETURN

  • Please use the cancellation form which can be found here

  • The order must be received back by LUMINOSIFY within 14 days of authorisation- return postage to be paid by the CUSTOMER.

  • Assuming the order is received in ‘as new’ condition, the refund will be processed within 14 days.

Please note: the ‘Right to Cancel’ policy does not apply to bespoke order products, such as bespoke colour Choobs, where no refunds will be possible.

REFUNDS

  • If you used Stripe, refunds will be processed back to the card used at checkout within 14 days

  • If you used PayPal, refunds will be processed back to your PayPal account within 14 days

  • If you used a Gift Card, the funds will be returned to the gift card, we cannot refund gift card purchases to either a card or paypal

  • If you used a Gift Card + a Stripe card payment OR Paypal, the gift card amount will be refunded to the gift card balance and the remaining balance back to the original payment method (Stripe or PayPal)

RETURN OF FAULTY GOODS OR IF NOT SOLD AS DESCRIBED/FIT FOR USE

We strive to provide quality products. Our products are assembled by hand and due to the nature of some of the components, superficial variations may be present on and between ‘identical’ products. We do not refund or exchange our products based on these variations.

Returns/refunds will be refused should the fault be deemed to be as a result of misuse or mishandling of the product.

If you deem you have received a faulty item or you believe you have been mis-sold a product, please contact us as soon as possible after delivery.

  • E-mail returns@luminosify.co.uk

  • We will discuss with the issue with yourself and agree the most appropriate course of action (return/repair and/or replacement or refund).

  • Refunds are only available within 30 days following receipt of your goods. After this period, only a replacement or repair may be offered in the first instance.

  • If more than 6 months since receipt of your order, proof will need to be provided to LUMINOSIFY that the product(s) were faulty upon receipt.

  • If a return or replacement is deemed the most appropriate course of action, return postage/replacement postage will be paid by LUMINOSIFY.

Please do not return items back to ourselves without prior contact and authorisation as this may result in non-refund.

The above do not affect your statutory rights.