Complaints Procedure

At LUMI, we want to provide our customers with a positive shopping experience. If something goes wrong, please contact us so we can investigate the issue.

Submitting a Complaint

Complaints can be submitted by email to:

info@freshwithlumi.com

Please provide:

• Your full name

• Your order number, if applicable

• A clear description of your complaint

• Relevant photographs or supporting information where reasonably necessary

Handling Your Complaint

After receiving your complaint, we will review the information provided.

We aim to respond and work towards an appropriate solution as quickly as reasonably possible.

If we require additional information to investigate the complaint, we may contact you.

Product Complaints

If your product is damaged, defective, incorrect or otherwise does not conform to the agreement, please contact us as soon as reasonably possible.

Your statutory consumer rights remain unaffected.

Delivery Complaints

For delivery-related complaints, please provide your order number and tracking information where available.

We may contact the relevant shipping or fulfilment provider to investigate the shipment.

Returns and Refunds

For complaints relating to a return or refund, please provide your order number and any relevant return information.

Please also see our Returns & Refunds Policy.

Unresolved Complaints

If we cannot resolve a complaint together, you may have other statutory options for dispute resolution or may bring the matter before a competent court.

Nothing in this procedure limits your statutory consumer rights.

Contact

LUMI
Email: info@freshwithlumi.com
KVK: [KVK NUMBER]
VAT: [VAT NUMBER]