Refund policy


Last updated: September 2026

At LUMORA, we want you to feel confident about every piece you bring into your space. If something isn't quite right, we're here to help.

This Returns & Refunds Policy applies to orders delivered to customers in the United Kingdom.

30-Day Returns

For eligible standard products, LUMORA offers a 30-day return period from the date your order is delivered.

Products must only have been handled to the extent reasonably necessary to inspect their appearance, features and condition.

Where possible, returned items should include their original packaging, accessories, components and instructions.

If the original packaging is no longer available, the product must be securely packaged to protect it during return transportation.

Products showing excessive use, installation damage, scratches, modification, disassembly, missing components or other handling beyond what is reasonably necessary for inspection may be subject to a reduction in refund where permitted by law.

Cancelling Within 14 Days of Delivery

For eligible non-customised products purchased online, you may notify us that you wish to cancel your order within 14 days of receiving it, without giving a reason.

After notifying us of your cancellation, you should return the product within the applicable return period required by UK law.

For eligible cancellations made within this period:

  • LUMORA will arrange or cover reasonable return shipping costs.
  • The product purchase price will be refunded.
  • Any standard delivery charge paid for the original order will also be refunded where required.
  • If you selected a more expensive delivery option, any amount above the cost of our standard delivery service is not refundable.

Please contact us before arranging your own return shipment so that we can provide the correct return instructions.

Extended Returns: Days 15–30

In addition to your statutory cancellation rights, LUMORA provides an extended return period for eligible standard products from day 15 to day 30 after delivery.

For change-of-mind returns requested during this extended period:

  • The customer is responsible for the return shipping cost.
  • The original delivery charge is non-refundable.
  • The product must meet the return condition requirements described in this Policy.

Our designated return address may be located in China, so please contact us before returning your order to receive the correct address and shipping instructions.

Do not send products to an address without first contacting our Customer Service team.

Damaged, Faulty, Incorrect or Incomplete Orders

If your product arrives damaged, faulty, incomplete or different from what you ordered, please contact us as soon as possible.

Where possible, please notify us within 3 days of delivery and include clear photographs and/or video showing the issue. This helps us investigate shipping damage and resolve your case more quickly.

For missing components or partial damage, where appropriate and with your agreement, we may first offer replacement parts free of charge.

If replacement parts are not an appropriate solution, we will provide another suitable remedy, which may include repair, replacement, return or refund, depending on the circumstances and your rights under applicable UK consumer law.

LUMORA will cover reasonable return costs where goods are faulty, damaged on arrival, incorrect or otherwise require return due to an issue for which LUMORA is responsible.

The 3-day reporting request is intended to help us resolve delivery issues quickly and does not affect your statutory rights regarding faulty or non-conforming goods.

Custom & Personalised Products

Products made specifically to your individual requirements are considered Custom Products.

This may include:

  • Custom colours outside the standard options displayed on our website
  • Custom dimensions or sizes
  • Engraving
  • Personalised text or designs
  • Other made-to-order modifications requested specifically by you

Colours offered as standard selectable options directly on the LUMORA website are not considered Custom Products solely because you selected a particular colour.

Custom and personalised products cannot normally be returned or refunded because of a change of mind.

This does not affect your rights if a custom product is faulty, damaged, not as described or otherwise fails to meet your statutory rights.

Simple customisation may be provided without an additional charge. More complex customisation may involve additional fees, which will always be discussed and agreed with you before production begins.

Cancelling a Custom Order

If you wish to cancel a customised or personalised order, please contact us as soon as possible.

We may be able to cancel the order if the custom design has not yet been approved and production has not started.

Once the custom design has been confirmed by you or production has begun, the order can no longer normally be cancelled, returned or exchanged because of a change of mind.

Your statutory rights in relation to faulty or non-conforming goods remain unaffected.

Order Cancellation Before Dispatch

If you wish to cancel a standard order before it has been dispatched, please contact us as soon as possible.

We will make every reasonable effort to stop the order before shipment.

If the order has already entered the shipping process and cannot be intercepted, you may need to wait until it is delivered and then follow the applicable return procedure.

Exchanges

LUMORA does not currently offer direct exchanges for change-of-mind purchases.

If you would like a different standard colour, size or product, please return the eligible original item for a refund and place a new order.

This section does not limit any repair or replacement rights you may have in relation to faulty goods.

Sale Items

Sale and promotional items are covered by the same 30-day return policy, subject to the eligibility conditions set out above.

Your statutory rights are not affected by an item being purchased at a discounted or promotional price.

How to Start a Return

Before returning any product, please contact:

Email: vip@kailashop.com

Please include:

  • Your order number
  • The name or email address used to place the order
  • The product you wish to return
  • The reason for the return
  • Photos or video where the product is damaged, faulty, incorrect or incomplete

Our Customer Service team will review your request and provide the appropriate return address and return instructions.

Please do not send your return before receiving these instructions, as products sent to an incorrect address may result in delays.

Contacting us for return instructions does not affect any statutory rights you may have.

Refunds

Once your returned product has been received and inspected, we will notify you of the outcome of your return.

Approved refunds are normally processed within 5–10 business days and will be issued to your original payment method.

Where UK law requires a different or shorter refund deadline, we will process the refund within the applicable statutory time limit.

After LUMORA issues your refund, your bank, card provider or payment service may require additional time before the funds appear in your account.

Reduced Refunds

You are entitled to reasonably inspect a standard product after delivery.

However, where permitted by law, we may reduce a refund to reflect a reduction in the product's value caused by handling beyond what would reasonably be necessary to inspect the product.

Examples may include:

  • Significant installation marks
  • Scratches or physical damage
  • Excessive use
  • Modification of the product
  • Unauthorised disassembly
  • Missing components or accessories

Normal inspection, including removing the product from its packaging and examining it, will not by itself prevent a return.

Different rules apply where the product itself is faulty or defective.

Your Statutory Rights

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or replace any rights you have under applicable UK consumer law.

If your product is faulty, not as described, not fit for purpose or otherwise does not meet the standards required by law, additional statutory remedies may apply regardless of the commercial return periods described above.

Contact Us

If you have any questions about a return, refund, damaged product or custom order, please contact our Customer Service team:

LUMORA Customer Service
Email: vip@kailashop.com

We will be happy to assist you with the appropriate next steps.