Refund policy
Refund policy
This policy is in addition to your legal rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. It doesn't affect them.
30-day returns
If you change your mind, you can return any item within 30 days of delivery for a full refund of the item price.
- Items must be unused and in their original packaging, with all parts included.
- Email hello@lumenbough.co.uk with your order number before sending anything back, and we'll give you the returns address.
- When you've changed your mind, you pay the return postage. We recommend a tracked service.
- We'll refund you within 14 days of receiving the item back. The refund goes to your original payment method.
- We may reduce your refund if an item has been used, installed or damaged beyond what's needed to check it.
Hardwired lights: please don't install a light before you've checked it's right. We can't accept change-of-mind returns on lights that have been wired in.
Faulty, damaged or wrong items
If something arrives damaged or faulty, or isn't what you ordered, email hello@lumenbough.co.uk within 48 hours with your order number and a photo. This helps us resolve it quickly. If you tell us later, your legal rights still apply.
- Within 30 days of delivery, you can choose a replacement or a full refund.
- After 30 days, we'll repair or replace the item. If that isn't possible, we'll refund you.
We cover all costs for faulty, damaged or incorrect items.
Contact
Mark Hartill trading as Lumen Bough, 8 Woodrush, Coulby Newham, Middlesbrough, TS8 0XB. Email: hello@lumenbough.co.uk.