Export sales will only be accepted at the discretion of Lumena Lights Ltd.
PURCHASE OF GOODS
Orders are accepted via email and fax. We aim to dispatch all orders within 5 working days of receiving payment. Cut off for same day dispatch is currently 3pm, but is not guaranteed. Minimum order quantity is dependent on location. If purchase orders do not include the correct carriage charge, Lumena reserve the right to add this charge to the order and you are liable to pay this charge. Carriage costs will be advised as soon as possible, prior to the goods being dispatched and payment being received. Carriage costs will vary, depending on volumetric weight and location. Installation should not be arranged prior to the correct goods being received and checked. Lumena will not be held responsible for unexpected delays in shipping time.
Discounts may vary according to product type. 3rd party products may be excluded from discounts. Any trade / export discounts offered are at the discretion of Lumena Lights Ltd, should remain confidential and are subject to change without notice. Lumena reserve the right to withdraw trade discounts at any time.
ORDERS UNDER £500 net (excluding VAT)
Carriage will be charged at cost. This will be calculated based on volumetric weight which will be quoted on a pro-forma invoice.
ORDERS £500+ net (excluding VAT)
Carriage will be charged at 50% of cost. This will be calculated based on volumetric weight which will be quoted on a pro-forma invoice. Larger items may incur an additional charge.
Pro-forma. Goods will not be dispatched until full payment has been received.
All orders must be checked upon receipt for damages or incorrect items and reported within 3 days of receipt. Goods received which are different to that which were ordered will be replaced immediately, and the incorrect goods collected. We highly recommend that all goods are checked prior to arranging installation.
CANCELLATIONS & UNWANTED GOODS
Over-ordered or otherwise unwanted goods will not be accepted for credit without a prior written agreement by Lumena Lights Ltd. You must contact Lumena within 14 days of delivery to obtain an authorised returns number and the goods must be received by the Returns Department within 21 days of authorisation. A 20% handling charge will apply and any costs incurred by Lumena Lights will be deducted from the refund. This includes carriage costs and exchange rate costs. Return delivery charges must be paid by the customer and will not be refunded. 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 either result in additional charges or will not be refunded, depending on the severity of the damage. Bespoke goods or goods which have been installed are excluded from our returns policy and cannot be refunded. All items must be in their original packaging in perfect, resalable condition. Non-authorised returns will not be refunded.
DAMAGED OR FAULTY GOODS
If goods received are faulty, please contact us within 14 days. Once evidence of the fault has been received, either photographic evidence or the goods have been tested by Lumena, we will either provide relevant replacement components, a replacement fitting free of charge or a full refund may be offered, at Lumena’s discretion. All returns will be actioned within 14 days of the returned goods having been received by Lumena, or photographic evidence being accepted by Lumena. 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 refund the carriage cost, up to the minimum cost for that specific item based on volumetric weight, or arrange collection.
Lumena Lights Ltd accepts no responsibility for incidental costs incurred by the Purchaser or any third party in connection with the identification, return, repair, installation or rectification of goods claimed to be faulty, damaged or incorrect.
Goods should be returned to: RETURNS, Lumena Lights Ltd, Centre 33, Long March, Daventry, NN11 4NR, UK at the customer’s expense unless prior agreement is reached.
Guarantees apply to the original owner only and all installation guidelines must be followed. Items will be replaced with the current model and should the faulty item need to be returned, shipping costs will be refunded. Any additional installation / professional fees remain the responsibility of the customer and will not be refunded. Guarantees do not include accidental or malicious damage, damage due to installation procedure / environment and are subject to advised aftercare being followed. For more information regarding exclusions etc., please refer to our Guarantee Terms & Conditions.
OUTSIDE EU & EU COASTLINE / ISLANDS
Guarantees will not be offered for products installed in the locations due to variable environments, installation and cost, unless otherwise agreed in writing. All items will be checked thoroughly prior to dispatch and we will advise suitability accordingly prior to accepting any orders. If there is an issue with your order, please contact us as soon as possible and we will assist wherever possible.