Refund policy
Return & Refund Policy
At Luumaform, every product is designed and produced with precision and care. Each item is inspected before shipment to ensure it meets our highest standards of quality. Because our products are crafted and finished with meticulous attention, we maintain a strict and transparent return policy to protect design integrity and sustainability.
1. Return Period and Eligibility
You may request a return within 30 days of receiving your order, provided that all of the following conditions are met:
- The product is unused, unmounted, and in perfect resale condition.
- All original packaging, labels, accessories, and documentation are included and undamaged.
- The item has not been installed, modified, or handled in a way that reduces its resale value.
- A return authorization has been issued by Luumaform before any shipment.
Unauthorized returns (those sent without prior written approval) will not be accepted or refunded and may be partially refunded or denied entirely depending on the product’s condition upon arrival.
2. Products Not Eligible for Return or Refund
To maintain product quality and fair pricing, Luumaform does not accept returns for the following items:
- Any discounted, sale, or promotional items, including those purchased using discount codes, bundle offers, or newsletter promotions.
- Customized or personalized products made to order.
- Hygiene-sensitive products (such as bathroom accessories once unpacked or installed).
- Gift cards, printed materials, and paper-based goods such as posters, cards, or vouchers.
All such items are final sale and non-refundable under any circumstances.
3. Return Authorization Process
To request a return, please contact info@luumaform.com and include:
- Your order number
- Product name
- Reason for return
- Clear photos showing the product and its packaging condition
If approved, you will receive detailed return instructions and repacking requirements.
Unauthorized or unsolicited returns will not be processed and may be held or discarded without reimbursement.
4. Packaging & Handling Requirements
Returned products must be:
- Packed in the original packaging or equivalent protective box.
- Fully cushioned inside to prevent scratches or dents.
- Free of any shipping labels or adhesive tape applied directly to the product box.
Items damaged in transit due to poor packaging will not qualify for refund. Luumaform reserves the right to assess a partial refund (up to 50%) if returned in substandard condition.
5. Return Shipping Responsibility
- For defective, incorrect, or damaged products: return shipping costs are covered by Luumaform after approval and photo verification.
- For voluntary returns (change of mind, incorrect product, etc.): customers are responsible for return shipping, insurance, and tracking.
Original shipping costs, customs, and duties are non-refundable. Luumaform is not liable for packages lost or damaged during return transit.
6. Inspection & Refund Determination
All returned products undergo inspection upon arrival. Refund amounts are determined as follows:
| Condition Upon Return | Refund Status |
|---|---|
| Unused, in full original packaging | Full refund |
| Minor packaging wear, product intact | Partial refund (up to -10%) |
| Missing packaging or visible handling marks | Partial refund (up to -50%) |
| Used, damaged, or installed | No refund |
Luumaform’s inspection decision is final. You will be notified of the result and refund amount via email.
7. Refund Processing
Approved refunds are issued to the original payment method within 7–10 business days after inspection. Please allow an additional 5–10 business days for your bank or card provider to process the funds.
Refunds are made in EUR and exclude all shipping, customs, and handling fees.
8. EU 14-Day Right of Withdrawal
EU-based customers have the statutory right to cancel their purchase within 14 days of delivery without stating a reason.
To exercise this right:
- Notify Luumaform in writing at info@luumaform.com within 14 days of receiving your order.
- Return the goods unused, in their original packaging, within 14 additional days.
- You are responsible for return shipping costs.
Luumaform will refund the product cost and standard delivery fee after inspection and approval. This right does not apply to customized, discounted, or hygiene-sensitive products.
9. Damaged or Defective Products
If your order arrives damaged or defective, please:
- Take clear photos of the damaged item and packaging.
- Contact info@luumaform.com within 3 business days of delivery.
- Retain all packaging until your case is resolved.
Once verified, Luumaform will arrange a replacement, repair, or refund as appropriate.
10. Unclaimed, Refused, or Undeliverable Packages
If a parcel is returned because it was unclaimed, refused, or delivered to an incorrect address, the following will apply:
- Refunds are issued only if the item is returned unused and in original condition.
- Original and return shipping costs will be deducted from the refund.
- A restocking fee of up to 20% may be applied.
11. Exchanges
Luumaform does not process automatic exchanges. To change a product, please place a new order once your original return has been approved and processed.
12. Limited Liability for Returns
Luumaform is not responsible for:
- Damage caused by customer handling, mounting, or installation.
- Incomplete or insufficient packaging during return transit.
- Unauthorized returns or lost parcels.
Unauthorized returns will not be refunded or reshipped and may be disposed of without compensation if unsellable or unidentifiable.
13. Customer Communication
All return or refund communication must be in writing via email to info@luumaform.com. Messages via social media or phone are not considered formal return requests.
14. Contact Information
Luumaform
SIA Jursons
Jauna Mežaparka St. 34-1
Riga, LV-1014, Latvia
Email: info@luumaform.com
Website: www.luumaform.com
15. Policy Summary
| Key Rule | Summary |
|---|---|
| Return Window | 30 days from delivery |
| Authorization | Mandatory before sending any return |
| Condition | Unused and in full original packaging |
| Discounted Products | Final sale — no return or refund |
| Original Packaging | Required for all returns |
| Return Costs | Customer pays unless defective |
| Unauthorized Returns | Unrefunded or partially refunded |
| Inspection Time | 7–10 business days |
| EU Cooling-Off Period | 14 days (unused, at customer’s expense) |
Email: info@luumaform.com
Phone: +371 2784 6312
Address: Jauna Mezaparka street 34-1, Riga, LV-1014, Latvia
Hours: Monday–Friday, 9:00 AM – 5:00 PM (CET)
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We aim to respond within 1–2 business days.