Shipping & Returns

At Lumo Store, we’re committed to delivering premium lighting solutions to design professionals and discerning homeowners worldwide. Our shipping and returns policies are designed to provide clarity and confidence when purchasing our high-quality lighting products.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You will receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

Note: Delivery times are estimates and may vary depending on destination and customs processing. We currently ship worldwide except to certain Asian countries and remote regions.

International Shipping

For international orders outside the UK, customers may be responsible for any applicable customs duties, taxes, or fees imposed by the destination country. These charges are not included in the product price or shipping cost.

Returns & Exchanges

We stand behind our premium lighting solutions, but understand that sometimes a return or exchange may be necessary. Our policy is designed to be straightforward while protecting the quality of our products.

Eligibility

You may return most items within 15 days of delivery for a full refund or exchange, provided that:

• Item is unused and in original condition
• Original packaging with all tags and accessories is included
• Original proof of purchase is provided

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 2: Receive Return Authorization

Within 2 business days, we’ll email you:

• Return Authorization Number (RMA)
• Prepaid return shipping label (for defective items only)
• Special packaging instructions for fragile lighting fixtures

Step 3: Ship Your Return

For non-defective returns:

• Pack items securely in original packaging with all accessories
• Clearly mark the RMA number 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 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:

• Follow the standard return process above
• Clearly indicate your desired replacement item
• We’ll ship your replacement once the original item is received
• 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

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 shipping or returns policy, please contact our customer service team at [email protected].