Refund policy

Return & Refund Policy

Last Updated: November 2025

Your Right of Withdrawal (EU Customers)

For customers in the European Union:

In accordance with EU consumer protection law, you have the right to cancel your order and return your item within 14 days of receiving it, for any reason and without needing to provide justification.

To exercise your right of withdrawal:

  • Contact us at lumiereandhome@gmail.com within 14 days of delivery
  • Item must be unused, in original condition and packaging
  • You are responsible for the cost of return shipping unless the item is defective

We will refund your payment within 14 days of receiving the returned item.

Extended 30-Day Return Policy

We extend our return period to 30 days from the date you receive your item.

Return Eligibility:

Your item must be:

  • ✅ Unused and in the same condition as received
  • ✅ In original packaging with all tags attached
  • ✅ Include the original receipt or proof of purchase

Non-Returnable Items:

For hygiene and safety reasons, we cannot accept returns on:

  • ❌ Opened or used personal care devices
  • ❌ Items without original packaging
  • ❌ Products showing signs of use
  • ❌ Gift cards

Note: Unopened items in sealed original packaging are returnable within the 30-day period.

How to Start a Return

Step 1: Contact Us

Email: lumiereandhome@gmail.com
Subject: "Return Request - Order #[Your Order Number]"

Include:

  • Order number
  • Item name
  • Reason for return (optional but helpful)
  • Photos if item is damaged or defective

Step 2: Await Approval

We will review your request within 24-48 hours and email you:

  • Return authorization
  • Return shipping address
  • Return instructions
  • Shipping label (for defective items only)

Step 3: Ship Your Return

Return Address:
Lumiere & Home
Elfenstraße 16
68169 Mannheim
Germany

Important: Items sent without prior authorization will not be accepted.

Return Shipping Costs

You pay return shipping IF:

  • Change of mind
  • Ordered wrong item
  • Standard return within 30 days

We pay return shipping IF:

  • Item is defective or damaged
  • Wrong item was sent
  • Item doesn't match description

For EU customers exercising 14-day withdrawal right: you are responsible for return shipping costs unless item is defective.

Damaged or Defective Items

Please inspect your order immediately upon delivery.

If your item is:

  • Defective
  • Damaged during shipping
  • Wrong item sent

Contact us within 48 hours: lumiereandhome@gmail.com

We will:

  • Provide a prepaid return label
  • Issue full refund or replacement
  • Cover all return shipping costs

Refund Process

Timeline:

  1. Return received: We inspect within 2-3 business days
  2. Approval notification: Sent via email
  3. Refund processed: Within 5-10 business days to your original payment method
  4. Bank processing: Additional 3-5 business days depending on your bank

Total time: 10-15 business days from when we receive your return

Refund Method:

All refunds are issued to your original payment method (credit card, PayPal, etc.)

If 15+ business days have passed: Contact us at lumiereandhome@gmail.com

Exchanges

We do not offer direct exchanges. To receive a different item:

  1. Return your current item for a refund
  2. Place a new order for the item you want

This ensures you receive your new item as quickly as possible.

Questions?

Email: lumiereandhome@gmail.com
Response Time: Within 24-48 hours (Monday-Friday)
Hours: 8:00 AM - 4:00 PM CET

For German customers: This return policy complies with §355 BGB (Widerrufsrecht) and EU Consumer Rights Directive 2011/83/EU.