1. Refunds Policy
At LUMACHI, we take pride in the quality of our products and your satisfaction is important to us. If, for any reason, you are not fully satisfied with your purchase, please review our refund policy carefully.
Your Right to Cancel and Return
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your purchase within 14 calendar days from the day you receive the goods (the “cooling-off period”). This right applies to most goods purchased online or by other distance means.
How to Cancel Your Order
To exercise your right to cancel, you must notify us by sending an email to [email protected] or by calling +44 020 4524 9966 within the 14-day cancellation period. Please include your order number and details of the items you wish to return.
Return of Goods
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You must return the goods to us within 14 calendar days of notifying us of your cancellation.
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The goods should be returned in their original condition, unused, complete with all packaging, labels, and accessories.
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You are responsible for the cost of returning the goods unless the item is faulty or not as described.
Exceptions to the Right of Cancellation
Some items are exempt from the right to cancel, including but not limited to:
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Perishable goods such as food or flowers.
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Personalised or customised products made to your specification.
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Sealed goods which are not suitable for return due to health protection or hygiene reasons once unsealed.
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Gift cards.
Faulty or Incorrect Items
If the goods are faulty, damaged, or not as described, you have the right to a full refund or replacement. Please notify us immediately at [email protected]. We will arrange for the return of the item and refund any reasonable costs of return shipping.
Refund Processing
Once we receive and inspect the returned goods, we will process your refund within 14 calendar days. Refunds will be made to the original method of payment. Please note it may take additional time for your payment provider to credit your account.
Partial Refunds
We reserve the right to refuse a refund or charge a restocking fee if the returned goods are damaged, used, or missing parts through no fault of ours.
Contact Us
If you have questions about your refund, contact us at:
Email: [email protected]
Phone: +44 020 4524 9966