DELIVERY & RETURNS
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.
(effective from September 2023)
Orders of £200.00+ net. exc. VAT (£240.00 inc. VAT) – FREE DELIVERY
Orders under £200.00 net. exc. VAT (£240.00 inc. VAT) – £10.00 exc. VAT delivery charge (£12.00 inc. VAT)
Orders which are delivered outside UK mainland will incur a delivery charge at cost (minimum charge per parcel stated below). Additional parcels, weights and lengths over 1m will incur additional charges which will be confirmed at time of order or as soon as possible.
Northern Ireland – From £25.00 (exc. VAT)
Channel Islands – From £20.00 (exc. VAT)
Isle of Man, Isle of Wight & Scilly Isles – From £25.00 (exc. VAT)
Scottish Highlands & Islands – From £22.00 (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 email@example.com
Returns & Refunds
Returns will only be accepted with our prior agreement and a returns number issued. Please contact us on 01327 871161, firstname.lastname@example.org 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 and returns address provided, the goods must be received by Lumena within 14 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 satisfied with your order, or simply wish to cancel, you can contact us within 30 days from date of invoice to request return and receive a returns number as authorisation (as above). Returns must then be received by us within 14 days of authorisation 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 3 working days of receipt. 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 Missing Items
If goods received are damaged, or an item or component is missing from your order, please contact us within 3 working days. For visual defects, please provide photographic or video evidence via email. If the product requires testing, Lumena may request that the item is returned prior to a replacement being sent. Once evidence of the 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. If a collection is arranged by Lumena on an agreed date and the goods are not ready for the courier, the customer is not present, or the collection is refused, this will likely result in additional charges which will be passed onto the customer, and payment required prior to a re-attempt.
If goods develop a fault within the warranty period, please contact us as soon as possible, within the specified timeframe (varies according to product). Once evidence of the fault has been received, either photographic / video 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 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.
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.
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.
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.