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Delivery and Returns

Delivery Information

We aim to dispatch all orders by the following working day, subject to stock availability, but please allow up to a maximum of 5 days for delivery. For non UK mainland orders, please allow up to 10 working days for delivery.

Orders received by 3pm Monday - Friday are usually dispatched the same day, however during busy periods or for larger quantities, please allow up to 24 hours. Orders received after 3pm will be dispatched the following working day. Items made to order may require up to 48 hours production time.

Orders are delivered by the most appropriate method. Orders are usually sent via courier (delivery next working day) and some smaller orders via Royal Mail (1st Class).

If any delays occur, we will endeavour to keep you informed. If delivery is delayed beyond 5 days, we will always give you the option of receiving a full refund of any payments that you have made.

Delivery Costs

UK Mainland

Orders of £60.00 exc. VAT and over (£72.00 inc. VAT) - FREE DELIVERY

Orders under £60.00 exc. VAT (£72.00 inc. VAT) - £5.00 exc. VAT delivery charge (£6.00 inc.)

Non-UK Mainland

Orders which are delivered outside UK mainland will incur a delivery charge. Orders under £500 net. (exc. VAT) will be charged carriage at cost (minimum charge stated below). For orders of £500+, 50% of the carriage cost will be charged.

Northern Ireland - From £15.50 (exc. VAT)

Southern Ireland - From £15.50 (exc. VAT)

Channel Islands - From £18.00 (exc. VAT)

Isle of Man & Scilly Isles - From £17.50 (exc. VAT)

Isle of Wight - From £13.50 (exc. VAT)

Scottish Highlands - From £11.00 (exc. VAT)

Scottish Islands - From £18.00 (exc. VAT)

All prices subject to change. If you have any queries with regards to the delivery of your order, or for alternative delivery options please contact us on 01327 871161 or sales@lumenalights.com

 

Click & Collect

If you live locally, in or around the Daventry area, and would like to collect your order free of charge, simply enter the Coupon Code 'COLLECT' in your shopping cart. Please allow at least 2 hours for goods to be picked. During checkout, you will have the option to leave a 'Customer Note'. In this section, please enter the date and time you would prefer to collect your goods and we will do our best to ensure this is possible. A confirmation email will be sent to you once your goods are ready to collect.

Goods can be collected from 9.30am to 4.30pm, Monday - Friday. Any orders placed after 5pm will be processed the following working day and available to collect from 11am.

Exports inside EU

Lumena are happy to export goods to customers within the EU (ex-works). Shipping will be charged to the customer at cost for orders under £500 net (exc. VAT), which is based on the volumetric weight / actual weight of the goods (whichever is higher). For orders of £500+, only 50% of the cost will be charged. VAT will be charged at 20% unless a valid VAT number can be provided and verified. Although we can advise on delivery times, goods can be held by Customs Clearance which is out of our control. We, as the supplier, cannot be held responsible for any delays incurred due to a 3rd party. Please note, this service cannot be offered online. Call 01327 871161 for more information or to arrange delivery.

Exports outside EU

Lumena will consider exporting goods outside the EU, however this will need to be discussed and agreed by Lumena via email or telephone. This is due to being unable to offer the same level of service owing to high transport costs and difficulty of returning goods that are not required. For goods exported outside the EU, carriage will be charged at cost for orders under £500 net, or for orders of £500+ carriage will be charged at 50%.

 

Returns & Refunds

Returns will only be accepted with our prior agreement and a returns number issued. Please contact us on 01327 871161, sales@lumenalights.com or via out "contact us" form prior to returning goods and include the relevant account number / order number, the goods which need to be returned and the reason for the return. Once the return is authorised, the goods must be received by Lumena within 14 working days. Returns requests for unwanted goods after 30 days from date of invoice will be at Lumena's discretion and may incur a re-stocking fee of 20% in order for us to render them fit for re-sale.

Unwanted Goods / Cancellation

In the unlikely event that you are not satisified with your order, or simply wish to cancel, you can contact us within 30 days from date of invoice to request return (as above). Returns must then be received by us within 14 days, and refunds due will be paid within 14 days of the goods being received by us, subject to the goods being received in unused, undamaged condition in their original packaging. Any reduction in the value of the goods, due to unnecessary handling or damages which occur during return transit are the responsibility of the customer and will result in additional charges or will not be refunded, depending on the severity of the damage. Return carriage costs for unwanted goods remain the responsibility of the customer and must be returned at the customers expense. The above terms relate to consumers under the Consumer Contract Regulations 2014.

We recommend all orders are checked upon receipt. If goods received are incorrect, please contact us within 14 days. Goods received which are different to that which were ordered will be replaced immediately, at your convenience, and the incorrect goods collected at the same time as the delivery.

Damaged or Faulty Goods

If goods received are faulty or damaged, please contact us within 14 days. Once evidence of the fault / damage has been received, either photographic evidence or the goods have been tested by Lumena, we will either provide relevant replacement components or a replacement fitting free of charge. Alternatively a full refund can be made upon request within 14 days of the returned goods having been received by Lumena, or photographic evidence being accepted by Lumena. If a replacement is required prior to the goods being returned / collected, advanced replacements can be purchased, which will then be refunded should the item be confirmed as faulty after testing. Refunds will not be made on goods which have been intentionally damaged or which have been used incorrectly due to customer error. When returning defective stock, we will either refund the postage cost, up to the minimum cost for that specific item based on size and weight, or arrange collection.

Business Accounts

For business accounts returning unwanted goods, a 20% handling charge will apply and shipping costs will not be refunded, under the Electronic Commerce (EC Directive) Regulations 2002. Please refer to our B2B terms and conditions.

Additional Information

Items covered by the Company's guarantees from date of invoice will either be replaced, providing the goods are returned to us for examination, if required, repaired at our premises or replacement components supplied. The Company accepts no responsibility for incidental costs incurred by the customer or any third party, including but not restricted to identification, return, repair, installation or rectification of goods which have been claimed to be faulty.

If we acknowledge an order but, for some reason outside our control, we are unable to complete the transaction within 28 days, then any payment made will be refunded immediately if you ask us to do so. Lumena do not recommend arranging installation of the goods prior to the goods being received and checked, and will therefore take no liability for 3rd party costs.

Returned goods must be accompanied by purchase documentation, as well as the reason for return and the Returns Number which will be provided by us during initial contact. Items received with no returns number will be presumed to be unauthorised returns and may not be refunded.

Exclusions

Items which are made to customer order, non-stock items or which are ordered in large quantities from the manufacture based on special customer requirements will not be accepted for return or refunded. Sale items may not be accepted for credit, unless the items are deemed to be faulty.