Refund policy

60-day return policy

We have a 60-day return policy, which means you have 60 days after receiving your item to request a return.

Our 60-day offer is an extra benefit. It does not affect your legal rights, including your cancellation rights and your rights if an item is faulty, damaged or not as described.

For returns that rely on our extra 60-day offer, your item must be unused or unworn, with any tags attached, and in its original packaging. You’ll also need a receipt, order confirmation or other proof of purchase. These conditions do not restrict the legal cancellation rights explained below.

How to start a return

To request a return, contact us at support@luminorth.co.uk.

For eligible returns, we’ll send you a return shipping label and instructions on how and where to send your package. Please contact us before posting your item so we can provide the correct return instructions.

You do not need our approval to exercise your legal right to cancel. A clear statement that you wish to cancel, sent within the cancellation period, is sufficient.

You can contact us with any return questions at support@luminorth.co.uk.

Damages and issues

Please check your order when it arrives and contact us as soon as possible if an item is faulty, damaged, not as described or different from what you ordered.

We’ll help resolve the problem through a repair, replacement or refund, as required by applicable consumer law. Our 60-day limit and unused-item or original-packaging conditions do not limit your legal rights for these problems.

Exchanges

If you want a different item because you’ve changed your mind, the fastest option is to return your original item and place a separate order for the replacement.

This does not affect your right to a replacement where required by law for faulty, damaged or incorrect goods.

UK and European Union 14-day cooling-off period

If your order is delivered to the UK or European Union, you have the right to cancel without giving a reason. You can cancel before delivery or within 14 days after receiving your goods. If items from one order arrive separately, the 14-day period begins after you receive the last item.

To cancel, email support@luminorth.co.uk or send us another clear statement of your decision before the cancellation period ends.

After telling us that you wish to cancel, you have another 14 days to send the goods back. Please keep proof of posting.

You may open the packaging and inspect the goods as you would in a shop. Opening the packaging alone does not remove your cancellation right. Where permitted by law, we may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to check the product and how it works.

Please package returned goods securely and include the original packaging where available.

Refunds

UK cancellations within the legal cooling-off period

We will refund you without unnecessary delay and within 14 calendar days after receiving your returned goods or evidence that you sent them back, whichever happens first.

If the goods have not been dispatched, or we have offered to collect them, we will refund you within 14 calendar days after you tell us that you wish to cancel.

EU cancellations within the legal cooling-off period

We will refund you without unnecessary delay and within 14 calendar days after you tell us that you wish to cancel. Unless we have offered to collect the goods, we may hold the refund until we receive the returned goods or evidence that you sent them back, whichever happens first.

Delivery charges for UK and EU cancellations

If you cancel your whole order using these legal cancellation rights, your refund will include the standard delivery charge you paid. If you selected a more expensive delivery option, we will refund the cost of our standard delivery option.

Returns under our extra 60-day offer

We’ll inspect your returned item and let you know whether it meets the conditions of our extra 60-day offer. Approved refunds will be issued within 10 business days of approval. This approval process does not apply to refunds you are entitled to under your legal cancellation rights.

All refunds will be made to your original payment method, without a refund processing fee. Your bank or payment provider may need additional time to show the payment in your account.

If your refund has not arrived within the applicable timeframe, contact us at support@luminorth.co.uk.