Terms & Conditions

In this Terms & Conditions section, we aim at informing you about the commitments and measures taken by LUMISAN to ensure that your EU consumer rights regarding the return of goods etc. are respected. LUMISAN is a Belgian online store, founded in 2020, and is located at:

Amber Staes (LUMISAN)
Oude Haachtsesteenweg 36/002
1831 Diegem
Belgium

You may contact us via e-mail at info@lumisan.eu.

You can only find us online at the following addresses: www.lumisan.eu and www.lumisan.be. If you have any questions or concerns, please contact us at info@lumisan.eu.

Returning goods

At LUMISAN, we do our very best to serve you! We aim to sell high quality goods and we always give the best of us to offer you a great service. Nevertheless, we have a 14-day return policy, which means you have 14 days after receiving your LUMISAN item(s) to request a return. You have the right to cancel and return a product that was bought at LUMISAN. 

IMPORTANT: To be eligible for a return, your item must be in the SAME condition that you received it, unworn or unused, with tags or labels, and in its original packaging. You’ll also need the receipt or proof of purchase. 

Returning your LUMISAN goods within 14 days after receiving your products is possible IF you inform us about cancelling/returning your order. To start a return, you can contact us. Please leave ‘RETURN’ in the subject. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us regarding any return question.

Shipping of returned goods is always at your own expense. We do not refund shipping costs.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We do our very best to help you asap! Contact us via e-mail and make sure to leave ‘DAMAGES AND ISSUES’ in the subject of the e-mail.  

Exceptions and non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch with us if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on gift cards. If there’s any problem with your gift card code, please send us an e-mail and leave ‘GIFT CARD’ in the subject.

Exchanges

Changed your mind? You want another LUMISAN product? Sure! The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.

We arrange your refund within 14 days of receipt of your cancellation, unless we haven’t received the product nor evidence of the return of the product.

Please remember it can take some time for your bank or credit card company to process and post the refund too. We kindly ask you to wait at least 5 days after you’ve received an e-mail from us stating that your refund is approved. Still didn’t receive your refund? Feel free to e-mail us and we’ll help you asap.

Warranty

We provide a warranty of 2 years. The two-year period starts from the day you received the product, which means the date of delivery.

You should therefore always keep your sales receipts and any delivery statements.

Under the following conditions, you will lose your warranty rights:

  • Damage as a result of abnormal use;
  • Customer repair or repair without authorization of our company;
  • Damage caused by other force majeure.