Refund policy

Overview

At LumiSkin Lab, we want you to be completely satisfied with your furniture purchase. Although our business is registered in Spain, we sell exclusively to customers in the United Kingdom and comply fully with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.


Cooling-Off Period

As an online retailer, we provide a 14-day statutory cooling-off period from the day you receive your item, during which you may cancel your order for any reason. As a goodwill gesture, we extend this to 30 days for all customers.


Return Eligibility

To be eligible for a return, items must meet the following conditions:

  • Item is unused, unassembled, and in its original packaging

  • All original components, fixings, and accessories are included

  • Return is requested within 30 days of delivery

  • A Return Merchandise Authorisation (RMA) number has been obtained from us prior to sending


How to Initiate a Return

  • Email us at contact@lumiskinlab.shop with your order number and reason for return

  • We will respond within 2 business days with your RMA number and return instructions

  • Pack the item securely in its original packaging and write the RMA number clearly on the outside

  • Send the item to the return address provided in our instructions


Return Shipping Costs

Change of mind returns: You are responsible for return shipping costs. We recommend using a tracked service as we cannot accept liability for items lost or damaged in return transit.

Faulty, damaged, or incorrect items: We will cover all return shipping costs and arrange collection at no charge to you.


Refund Processing

Once your return has been received and inspected, we will process your refund within 5–10 business days to your original payment method. A confirmation email will be sent once issued. Your bank may take a further 3–5 business days to reflect the refund.


Damaged or Faulty Items

If your item arrives damaged or develops a fault within 30 days of delivery, you are entitled to a full refund, repair, or replacement under the Consumer Rights Act 2015. Contact us immediately with photographs and we will resolve the issue promptly.

For faults arising between 30 days and 6 months of delivery, we will offer a repair or replacement in the first instance. If neither is possible, a partial or full refund will be issued.


Non-Returnable Items

  • Items that have been assembled or partially assembled

  • Items damaged due to misuse, improper assembly, or neglect

  • Custom or made-to-order furniture

  • Items returned without a valid RMA number

  • Items returned after 30 days without prior written agreement


Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law.