At Lumo Store, we take pride in delivering premium lighting solutions to design professionals and discerning homeowners worldwide. While we meticulously inspect every circuit track light, chandelier, and commercial lighting fixture before dispatch, we understand that sometimes a return or exchange may be necessary.

Our Return Policy

You may return most items within 15 days of delivery for a full refund or exchange. To be eligible for return:

  • Item must be unused, in original packaging with all tags and accessories
  • Original proof of purchase must be provided
  • Custom or special order items cannot be returned (see exceptions below)

Non-Returnable Items

Due to their specialized nature, the following products cannot be returned unless defective:

  • Emergency Lighting systems (subject to warranty claims only)
  • Custom-configured Track Lighting systems with specific circuit requirements
  • Products marked as “Final Sale” in product descriptions

Return Process

Step 1: Initiate Your Return

Email our customer service team at [email protected] with the following information:

Subject: Return Request – Order #[Your Order Number] Dear Lumo Store Team, I would like to request a return/exchange for the following item(s): Product Name: [e.g., 3 Circuit Track Light – Brushed Nickel] Order Number: [Your Order Number] Reason for Return: [Please specify – e.g., incorrect item, damaged, change of mind] [For exchanges, please specify desired replacement product] I confirm that the item(s) are unused and in original packaging. Best regards, [Your Full Name] [Your Contact Number]

Step 2: Receive Return Authorization

Within 2 business days, we’ll email you:

  • Return Authorization Number (RMA)
  • Prepaid return shipping label (for defective items)
  • Instructions for return packaging (especially important for fragile lighting fixtures)

Step 3: Ship Your Return

For non-defective returns:

  • Pack items securely in original packaging
  • Include all accessories and documentation
  • Affix the provided RMA number clearly on the package
  • Ship to our Birmingham facility using a trackable service

Note: For international returns outside the UK, you may be responsible for return shipping costs and any applicable customs duties.

Refund Processing

Once we receive and inspect your return:

  • Timing: Refunds are processed within 5 business days of receipt
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Notification: You’ll receive email confirmation when your refund is processed

Please allow 7-10 business days for the refund to appear in your account, depending on your financial institution.

Exchange Process

For exchanges of eligible items:

  1. Follow the standard return process above
  2. Clearly indicate your desired replacement item in your return request
  3. We’ll ship your replacement once the original item is received
  4. Any price differences will be charged/refunded accordingly

Damaged or Defective Items

If your high bay lighting fixture or other product arrives damaged:

  • Contact us within 48 hours of delivery
  • Provide photos of the damage and packaging
  • We’ll arrange for expedited replacement at no cost to you

Trade Customer Note

Commercial clients with volume orders should contact their dedicated account manager for specialized return handling of magnetic track lighting systems and other bulk purchases.

Return Shipping Address

All returns should be sent to:

Lumo Store Returns
RMA #[Your Authorization Number]
65 Holloway Circus
Birmingham, GB B4H 5TU
United Kingdom

For any questions about our returns policy for our premium lighting solutions, please contact our customer service team at [email protected].