Returns & Refunds
Returns & Refunds
Last updated: August 2026
We want you to have a clear and transparent experience when shopping with LUMI.
14-Day Withdrawal Period
Consumers generally have the right to withdraw from an online purchase within 14 days after receiving the product, without having to provide a reason, subject to applicable legal exceptions.
To exercise your right of withdrawal, you must inform us within the applicable withdrawal period.
Starting a Return
Before returning a product, please contact:
Please provide your order number and tell us which product(s) you wish to return.
We will then provide the applicable return instructions and return address.
Please do not send a return to our company/contact address unless we have specifically instructed you to do so.
Return Costs
For a standard return following the exercise of the right of withdrawal, the direct cost of returning the product is borne by the customer, provided this has been communicated as required by applicable law.
We recommend using a shipping method that provides proof of shipment and tracking.
Condition of Returned Products
During the withdrawal period, you may handle a product only to the extent necessary to establish its nature, characteristics and functioning.
If a product has been handled beyond what is necessary, you may be responsible for any resulting reduction in value, in accordance with applicable law.
Sealed Hygiene Products
The right of withdrawal may not apply to sealed products that are not suitable for return for reasons of health protection or hygiene if the seal has been broken after delivery, provided the legal requirements for this exception are met.
This exception does not affect your rights if a product is defective, damaged or otherwise does not conform to the agreement.
Refunds
When a valid withdrawal is exercised, we will refund payments as required by applicable consumer law.
We may withhold reimbursement until we have received the returned goods or until you provide evidence that you have sent them back, whichever occurs first, where permitted by law.
Refunds are generally made using the same payment method used for the original transaction unless otherwise agreed.
Damaged, Incorrect or Defective Products
If you receive an incorrect, damaged or defective product, please contact us at info@freshwithlumi.com.
Please include:
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Your order number
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A description of the issue
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Photographs or other relevant information where reasonably necessary
We will assess the issue and provide an appropriate solution in accordance with your statutory rights.
The rules concerning customer-paid return shipping for an ordinary change-of-mind return do not limit your statutory rights concerning defective or non-conforming goods.
Contact
Questions regarding a return or refund can be sent to: