Customer Care

 

We want you to be 100% satisfied with your product. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, not damaged, and in its original packaging. 

To start a return, you can contact us at returns@lumeraliving.com If your return is accepted, we’ll send you a return shipping label, as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at returns@lumeraliving.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Or contact us so we can arrange a quicker solution. For example, if you just want to switch 1 shade.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Is my payment secure?

Absolutely! We take your security seriously. Our checkout process uses advanced encryption technology to protect your personal and payment information. All transactions are processed through trusted payment gateways that comply with the highest industry standards for security. We accept major credit cards, debit cards, and other secure payment methods to ensure a seamless and safe checkout experience. Once your payment is completed, you’ll receive a confirmation email with your order details. Shop with confidence knowing your payment information is secure!

What payment methods do we accept?

We offer a variety of secure payment options to make your shopping experience as convenient as possible. These include major credit cards (Visa, MasterCard, American Express), debit cards, PayPal, and IDEAL. Our system ensures all transactions are encrypted and processed safely, giving you peace of mind with every purchase. If you encounter any issues during checkout, our customer support team is here to assist you. Shop worry-free knowing your payment is in good hands!

Pay in instalments

You can split your purchases with Klarna to pay later or in instalments

Bank transfer

If you choose to pay in advance or by bank transfer (IDEAL), you must make the payment only to the account number provided on Lumera Living's official website and in the order confirmation email you will receive upon completing your purchase.
For security reasons, Lumera Living does not communicate changes to its bank details through any means other than those indicated. Always ensure that the account number shown on the website matches exactly with the one in the confirmation email before making any payment.
If at any time you receive different payment instructions, something causes concern, or seems unusual, we recommend contacting your Lumera Living representative directly preferably by phone before making any transfer.
Any payment made to an account other than the one specified in the confirmation will not be considered valid and will not release the User from their payment obligation to Lumera Living.

2-Year Warranty

Applicable to the Original Owner and Original Delivery Address only. Warrants to the Original Purchaser that all Lumera Living Products (hereinafter jointly referred to as “Products”) will be free from manufacturing defects in material and workmanship for a period of 2 years from the date of delivery to the Delivery Address.

This is our way of sharing our confidence in the quality of our products. The Lumera Living 2-year warranty (“Warranty”) covers repairs or replacements of Products, and does not cover regular, non-defective returns of the Products. The Products that are returned within our 14-day return period are processed separately and in accordance with the Terms and Conditions of our Return Policy.

How to utilize the Lumera Living 2-Year Limited Warranty

Before submitting a claim, please carefully review the Terms & Conditions below. Original Purchasers must notify Lumera Living in writing of any claims within 2 years from the date of delivery and within 2 months of discovering the reason of the claim (fault). Please file your claim to Lumera Living here. Upon receiving notification of a claim, the Lumera Living representative will respond to your inquiry within 1 week. All warranty claims are subject to inspection by Lumera Living. Lumera Living reserves the right to determine whether or not damages are covered by the Warranty, at our sole discretion. Warranty Terms & Conditions Coverage The warranty applies from. If you have any questions, please contact returns@LumeraLiving.com The Warranty covers, and is valid only for, flaws and defects in the manufacturing or workmanship of the product. The Lumera Living 2-Year Limited Warranty applies to Lumera Living Products exclusively and does not cover or apply to any purchases made outside of LumeraLiving.com or outside of Europe. The Warranty may not apply to purchases made through third-party sites.

Lumera Living does not cover:

• Changes in surface finishes due to ageing or exposure to light 
• Natural variations of wood grain or figure or the presence of character marks
• Natural variations of powder coating and/or other coatings
• Damage to the fabric from machine washing/drying
• Normal wear and tear (including, but not limited to, everyday wear and tear of surfaces, fabrics, and upholstery)

Damage from external factors, such as any of the following:

• Sharp objects or imprinting from writing instruments
• Prolonged exposure to moisture or direct sunlight
• Modifications, alterations, tampering, or improper maintenance or repairs
• Force majeure, including but not limited to fire, lightning, flood, tornado, earthquake, or hurricane
• Any actions or uses performed outside of those recommended or specified on our site, including our FAQs.

Note: Powder coat and lacquers are not covered by the warranty if damage is caused by intended use or wear and tear

Note: All Lumera Living products are intended for indoor use, unless otherwise specified

Eligibility

To be eligible for the Warranty:

• You must be the Original Purchaser and have a valid Proof Of Purchase. The Warranty is not transferable to subsequent purchasers.
• You must have purchased the Products directly from Lumera Living 
• We must receive your written Warranty request as set forth above within 3 years from the date of delivery.
• The Products, or Lighting must have been installed and used only in accordance with the specifications provided with the product or on our website (including those recommendations and guidelines specified on the FAQs page).
• The Products must have been used only for its intended use and must never have been subjected to abuse, accidental damage, or other abnormal usages, including but not limited to cuts, tears, burns, stains, soiling, liquid damage, or improper installation.

How can I track my order?

Once your order ships, you’ll receive a shipment notification email with a tracking number and a link to follow your package’s journey. Simply click the link or enter the tracking number on our tracking page to get real-time updates.

What if I don’t see updates on my tracking?

It may take up to 24 hours for tracking information to appear once your order is shipped. If you don’t see updates after this period or have concerns about your delivery, please contact our support team. We’re here to help ensure your order reaches you smoothly!