Terms of service

Last updated: 11 September 2026

Welcome to LUMORA.

These Terms of Service (“Terms”) govern your use of the LUMORA website and your purchase of products from us.

Please read these Terms carefully before using our website or placing an order. By using our website or purchasing from LUMORA, you agree to these Terms, subject always to any rights that cannot legally be excluded or restricted.

1. ABOUT LUMORA

LUMORA is operated by:

屿航跨境电子商务有限公司, trading as LUMORA

Business Address:
Room 508, 5th Floor, Zhejiang Innovation Center
Yinzhou District, Ningbo, Zhejiang, China

Customer Service Email:
vip@kailashop.com

References in these Terms to “LUMORA”, “we”, “us” or “our” mean the business identified above.

References to “you” or “your” mean the person using our website or placing an order with us.

2. ABOUT THESE TERMS

These Terms apply to your use of our website and to orders placed directly with LUMORA through our online store.

Our additional policies should also be read together with these Terms, including our:

Returns & Refunds Policy
Shipping Policy
Privacy Policy

Those policies contain more detailed information concerning returns, refunds, delivery and the handling of personal information.

Nothing in these Terms is intended to exclude or restrict any mandatory rights available to you under applicable consumer law.

3. AGE AND ELIGIBILITY

Our website and products are primarily intended for adult customers.

If you are under 18, you should only use our website or make a purchase with the involvement, permission and supervision of a parent or legal guardian where required.

You must provide accurate information when placing an order or creating an account.

4. PRODUCTS

LUMORA offers decorative lighting products and may introduce additional home, lifestyle or design products in the future.

We make reasonable efforts to ensure that product:

Descriptions
Images
Dimensions
Materials
Colours
Features
Specifications

are accurate and up to date.

However, the appearance of colours may vary slightly depending on your screen settings, photography, surrounding lighting and viewing environment.

Products involving woven, assembled or individually finished elements may also have reasonable minor variations between individual pieces.

These minor differences do not affect your statutory rights.

Nothing in this section permits LUMORA to supply a product that is materially different from its description.

5. PRODUCT COLOURS

Colours that are offered as normal selectable options directly on the LUMORA website are considered standard product options.

Selecting a standard colour does not by itself make an order a customised or personalised order.

For example, where a colour is offered as part of the normal product range on the product page, choosing that colour remains subject to the ordinary return conditions applicable to standard products.

A colour becomes a customisation where you specifically request a colour, finish or specification outside our normal advertised range and we agree to produce it specifically for you.

6. PLACING AN ORDER

Before submitting your order, you are responsible for checking:

The product selected
Quantity
Product options
Customisation details, where applicable
Delivery address
Contact information
Total price

Our checkout process allows you to review your order before submitting payment.

When you submit an order, you are making an offer to purchase the products shown in your order.

7. ORDER CONFIRMATION AND ACCEPTANCE

After placing an order, you may receive an automatic Order Confirmation acknowledging that we have received your order.

An automatic Order Confirmation does not necessarily mean that we have formally accepted your order.

For standard products, acceptance generally takes place when we confirm that the order has been accepted for fulfilment or send you a Dispatch or Shipping Confirmation.

For customised products, acceptance may take place when:

Your customisation requirements have been agreed;
The applicable price has been confirmed;
Payment has been successfully completed; and
LUMORA confirms acceptance of the customised order before or when production begins.

Once an order has been accepted, a contract exists between you and LUMORA.

8. WHEN WE MAY NOT ACCEPT AN ORDER

We may reasonably decline or cancel an order before acceptance where, for example:

A product is unexpectedly unavailable
We cannot fulfil the requested customisation
There is an obvious pricing or technical error
Payment cannot be authorised
Delivery to the supplied address is unavailable
We reasonably suspect fraud or misuse
The order contains unlawful or infringing custom content

If we cannot accept an order after payment has already been taken, we will refund the relevant amount paid.

We will not cancel an accepted order arbitrarily or use this clause to avoid our existing contractual obligations.

9. PRICING ERRORS

We take reasonable care to display accurate prices.

Occasionally, an obvious pricing, technical or system error may occur.

If we identify an obvious error before accepting your order, we may contact you and offer you the opportunity to:

Proceed at the correct price; or
Cancel the affected order.

If you choose not to proceed, any payment already taken for the affected item will be refunded.

Once an order has been validly accepted, we will not retrospectively increase its agreed price merely because our prices later change.

10. PRICES, TAXES AND DELIVERY

The total amount payable will be displayed during checkout.

Where applicable, pricing and delivery information will explain which taxes, duties and shipping charges are included.

For UK consumer orders, our current standard shipping arrangements are described in our Shipping Policy.

LUMORA currently offers free standard delivery to eligible UK addresses as set out in that Policy.

Where our website states that applicable import duties or charges are included in the price or shipping arrangement, we will honour that commitment subject to applicable tax and customs law.

If an unexpected import charge is requested, please contact us in accordance with our Shipping Policy.

11. PAYMENT

Payment must normally be completed before we begin processing an order.

Payment methods available at checkout may include:

PayPal
Visa and other supported payment cards
Other payment methods made available through our checkout

Payments may be processed by independent payment service providers.

Your selected payment provider may apply its own terms and privacy practices.

LUMORA may receive information such as transaction status, payment method and transaction identifiers, but payment card credentials may be processed directly by the applicable payment provider.

12. CUSTOM AND PERSONALISED PRODUCTS

We offer certain customisation services.

These may include:

Colours outside our standard range
Custom dimensions
Engraving
Personalised wording
Customer-provided logos
Customer-provided designs
Other individually requested modifications

A product will only be treated as custom or personalised for the purposes of our cancellation rules where it is genuinely produced to your individual specifications or clearly personalised for you.

Standard options normally offered on our website do not automatically become custom products merely because you select an option.

13. CUSTOM ORDER APPROVAL

Before production of a custom product begins, you are responsible for checking the final agreed specifications.

This may include:

Spelling
Names
Wording
Measurements
Colour
Engraving
Logo
Design
Other individual specifications

Production normally begins after the final customisation requirements have been confirmed.

Once you have confirmed the final requirements, later changes may:

Not be possible
Delay production
Require additional work
Result in additional charges

Any additional customisation charges will be discussed and agreed with you before the relevant additional work begins.

Certain simple customisation requests may be provided without an additional charge.

14. CUSTOM PRODUCTION TIME

Custom products normally require approximately:

7–15 business days for production

unless another timeframe is agreed with you.

This production period normally begins after your final customisation requirements have been confirmed.

Shipping time is additional and is described in our Shipping Policy.

More complex custom projects may require additional time. Where reasonably possible, we will tell you before production begins if a substantially longer production period is expected.

15. CUSTOMER-PROVIDED CONTENT

If you provide LUMORA with a:

Logo
Drawing
Name
Message
Photograph
Artwork
Graphic
Design
Trademark
Other custom material

you confirm that you have the necessary right or permission to provide and use that material for the requested customisation.

You grant LUMORA permission to use the submitted material only to the extent reasonably necessary to assess, communicate about, produce and support your custom order.

We may refuse, pause or cancel customisation involving content that we reasonably believe:

Is unlawful
Infringes third-party intellectual property rights
Is fraudulent
Is threatening or hateful
Is otherwise inappropriate for us to manufacture

If we cannot proceed with a custom order that has not yet been produced, we will handle any payment already made fairly in light of the circumstances and applicable law.

We will not automatically use your personalised content for advertising or promotional purposes merely because you submitted it for production.

16. INTELLECTUAL PROPERTY

Unless otherwise stated, the LUMORA website and its original content are owned by, licensed to or lawfully used by LUMORA.

This may include, to the extent protected by applicable intellectual property law:

LUMORA branding
Logos
Product photography
Website photography
Videos
Text
Graphics
Page designs
Original product and design materials

You may use the website for normal personal shopping and informational purposes.

You may not, without appropriate permission:

Commercially reproduce our website content
Re-publish our product photographs to sell another product
Copy substantial parts of our website for a competing commercial website
Use LUMORA branding in a misleading way
Misrepresent yourself as LUMORA
Infringe our intellectual property rights

Nothing in this section claims rights that LUMORA does not legally own.

17. SHIPPING AND DELIVERY

Standard in-stock orders are normally processed within approximately:

3–7 business days

Once dispatched, standard UK delivery normally takes approximately:

7–12 business days

These are estimated timeframes rather than guaranteed delivery dates.

Custom orders require their production period before shipping.

All current orders are intended to include tracking.

Full information concerning:

Tracking
Customs
Remote UK destinations
Delivery delays
Incorrect addresses
Failed delivery
Lost shipments

is set out in our Shipping Policy.

18. RETURNS, CANCELLATIONS AND REFUNDS

Eligible standard products are covered by our 30-Day Returns & Refunds Policy.

Our commercial 30-day policy operates in addition to any mandatory consumer rights that apply to your purchase.

For eligible distance-sale products, applicable law may provide a statutory cancellation period.

Custom or clearly personalised products may not qualify for change-of-mind cancellation where the applicable legal exception for goods made to a customer's specifications or clearly personalised applies.

This does not affect your rights where goods are:

Faulty
Not as described
Not of satisfactory quality
Otherwise non-conforming

Detailed return, refund and cancellation procedures are contained in our Returns & Refunds Policy.

19. CANCELLING BEFORE DISPATCH

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

We will make reasonable efforts to stop the order.

If shipment has already begun and interception is no longer reasonably possible, you may need to receive the product and follow our Returns & Refunds Policy.

For a genuinely customised or personalised order, cancellation may no longer be available after you have confirmed the final design or specifications and production has begun, subject always to any rights that cannot legally be excluded.

20. PROMOTIONAL CODES AND DISCOUNTS

Unless a promotion specifically states otherwise, promotional codes and discounts cannot normally be combined.

Promotions may:

Have eligibility conditions
Apply only to certain products
Have an expiry date
Be subject to stock availability

We may change, suspend or end a promotion for legitimate reasons such as stock availability, technical errors or business requirements.

However, ending or changing a promotion will not retrospectively remove a discount from an order that has already been validly accepted on that basis.

Promotional descriptions and pricing will be presented as transparently as reasonably possible.

21. CUSTOMER ACCOUNTS

You may be able to create a LUMORA customer account, although guest checkout may also be available.

If you create an account, you are responsible for:

Providing accurate information
Keeping account information reasonably up to date
Protecting your password and login credentials
Informing us promptly if you believe your account has been accessed without permission

We may reasonably suspend or restrict an account where we have genuine grounds to believe it is being used for:

Fraud
Unlawful activity
Serious abuse
Security attacks
Material breaches of these Terms

We will not suspend accounts arbitrarily.

22. PROHIBITED USE

You must not use our website to:

Commit fraud
Place intentionally fraudulent orders
Access another person's account without permission
Introduce malicious software
Interfere with website security
Attempt unauthorised access to systems
Misrepresent yourself as LUMORA
Infringe another person's intellectual property rights
Abuse promotional or refund systems
Use automated tools to disrupt or overload the website
Engage in unlawful activity

Reasonable normal browsing, indexing by legitimate search engines and ordinary consumer use are not prohibited.

23. SAFE PRODUCT USE

Please use LUMORA products only for their intended purpose and in accordance with any instructions and safety information provided with the product.

Do not:

Make unsafe electrical modifications
Use an incompatible power source
Deliberately damage electrical components
Use the product in circumstances expressly identified as unsafe

Failure to follow appropriate safety instructions may affect our ability to resolve damage caused solely by misuse.

However, this section does not remove any rights you have where the product itself is faulty, unsafe or otherwise fails to comply with applicable requirements.

24. THIRD-PARTY SERVICES

Our website and order fulfilment may involve independent third parties such as:

SHOPPAAS
Payment service providers
PayPal
Card processors
Delivery and logistics providers
Communication providers

Third-party websites or services may operate under their own terms and privacy policies.

We do not control independent third-party websites.

However, nothing in this section allows us to avoid obligations that LUMORA itself owes to you under our contract or applicable consumer law merely because we use a third-party service provider.

25. WEBSITE AVAILABILITY

We make reasonable efforts to keep the LUMORA website available and functioning correctly.

However, temporary interruptions may occur because of:

Maintenance
Software updates
Network problems
Service-provider outages
Security issues
Technical faults

We do not guarantee that the website will operate without interruption at all times.

If a technical error affects an order, payment, product price or inventory status, we will address the matter reasonably and in accordance with these Terms and applicable law.

26. EVENTS OUTSIDE OUR REASONABLE CONTROL

Events beyond our reasonable control may occasionally delay or prevent performance of an order.

These may include events such as:

Severe weather
Natural disasters
Customs disruption
Border restrictions
Strikes
Transport disruption
Major carrier failures
Significant network or infrastructure failures
Government action
Other comparable events outside our reasonable control

If this occurs, we will take reasonable steps to reduce the impact and will communicate with affected customers where appropriate.

If an event causes substantial delay or ultimately makes fulfilment impossible, we will work with you on an appropriate solution, which may include cancellation and refund where required.

This section does not remove your statutory rights.

27. OUR RESPONSIBILITY TO YOU

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

In particular, nothing in these Terms is intended to exclude or restrict liability for:

Death or personal injury where liability cannot legally be excluded
Fraud or fraudulent misrepresentation
Faulty goods
Goods that are not as described
Other consumer rights that cannot legally be restricted

Subject to those rights, LUMORA is not responsible for losses that were not a reasonably foreseeable consequence of our breach or that were not caused by our breach.

We do not use these Terms to impose an automatic blanket limit on consumer compensation where such a restriction would be unlawful or unfair.

28. YOUR STATUTORY RIGHTS

These Terms do not replace your statutory consumer rights.

Products supplied to consumers must comply with applicable legal requirements, including requirements concerning matters such as:

Description
Quality
Safety
Fitness for purpose

Where a product is faulty or does not comply with applicable consumer law, you may have legal remedies in addition to our voluntary policies.

29. PRIVACY

Your privacy is important to us.

Our collection and use of personal information is explained separately in our Privacy Policy.

The Privacy Policy explains matters including:

Information we collect
Why we use it
Service providers
International processing
Marketing
Cookies
Retention
Your privacy rights

Please review that Policy when using our website.

30. CHANGES TO THESE TERMS

We may update these Terms from time to time to reflect changes in:

Applicable law
Our products
Our services
Our website
Our business operations

The current version will be published on our website with an updated “Last updated” date.

Changes normally apply to future website use and orders placed after the updated Terms take effect.

We will not use a later change to these Terms to retrospectively remove contractual rights from an order that has already been accepted, except where required by law or agreed with you.

31. SEVERABILITY

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be treated as ineffective only to the extent necessary.

The remaining provisions will continue to apply where legally possible.

32. NO WAIVER

If we do not immediately enforce a right available to us under these Terms or applicable law, this does not necessarily mean that we have permanently waived that right.

Likewise, nothing in this section affects rights available to consumers under applicable law.

33. RELATIONSHIP WITH OUR OTHER POLICIES

These Terms should be read together with our:

Returns & Refunds Policy
Shipping Policy
Privacy Policy

Our Returns & Refunds Policy provides more specific information about returns, cancellations and refunds.

Our Shipping Policy provides more specific information about order processing, delivery, customs, tracking and shipping issues.

Our Privacy Policy explains how personal information is handled.

If there is an inconsistency, applicable mandatory law and your statutory rights take priority.

A more specific policy may govern the particular subject it addresses, provided that it does not unlawfully reduce your consumer rights.

34. ENTIRE AGREEMENT

These Terms, the information forming part of your accepted order and the applicable policies referenced in these Terms set out the principal terms governing your transaction with LUMORA.

Nothing in this clause prevents you from relying on:

Product descriptions
Information that legally forms part of your contract
Statements on which applicable consumer law permits you to rely
Your statutory rights

35. GOVERNING LAW AND DISPUTES

These Terms are intended to operate in accordance with applicable UK consumer law.

If you are a consumer, nothing in these Terms deprives you of any mandatory legal protections available under the law applicable to you in the part of the United Kingdom where you live.

Nothing in these Terms is intended to prevent you from bringing proceedings before a court that applicable law permits you to use.

We encourage you to contact us first if a problem arises so that we have an opportunity to resolve the matter.

You are not required to give up your legal right to seek an appropriate remedy through the courts merely because we offer an internal customer service process.

36. COMPLAINTS AND CONTACT

If you have a question, complaint or concern about:

An order
Payment
A product
Delivery
A return
A refund
Customisation
These Terms

please contact:

LUMORA Customer Service

Email: vip@kailashop.com

Business: 屿航跨境电子商务有限公司, trading as LUMORA

Address:
Room 508, 5th Floor, Zhejiang Innovation Center
Yinzhou District, Ningbo, Zhejiang, China

We will make reasonable efforts to respond and resolve legitimate customer issues fairly.

CANCELLATION FORM

You do not have to use this form if another clear method of cancellation is available to you, but you may use it to notify us that you wish to cancel an eligible order.

To:
LUMORA
屿航跨境电子商务有限公司
Room 508, 5th Floor, Zhejiang Innovation Center
Yinzhou District, Ningbo, Zhejiang, China

Email: vip@kailashop.com

I/We hereby notify LUMORA that I/we wish to cancel the contract for the following goods:

Product(s): ______________________________

Order Number: ___________________________

Ordered on: ______________________________

Received on: _____________________________

Customer Name: __________________________

Customer Address:

Customer Email: __________________________

Signature: ______________________________
(only required if this form is submitted on paper)

Date: ___________________________________

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