Refund policy

Returns & Refunds

At Lumo, customer satisfaction is important to us. If you have a problem with your order or would like to enquire about returning an item, please contact us using the contact details provided on our website.

1. Incorrect, Damaged or Defective Items

If you receive an item that is incorrect, damaged, defective, unsafe or does not correspond with your order, please contact Lumo as soon as reasonably possible.

Please provide your order number and, where applicable, photographs of the item and the packaging so that we can assess the issue.

Where an item is defective, unsafe, incorrectly supplied or otherwise covered by applicable consumer law, Lumo will provide the appropriate remedy in accordance with South African law.

2. Change-of-Mind Returns

For products that are not defective or incorrectly supplied, Lumo may accept a return where the item:

Is unused and in its original condition;
Is returned with its original packaging where applicable;
Includes all accessories, labels and documentation where applicable; and
Is accompanied by proof of purchase.

Change-of-mind returns are subject to the nature of the product and applicable law. Lumo reserves the right to assess whether an item is eligible for return before authorising the return.

Customers must contact Lumo before sending any item back.

3. Non-Returnable Items

Unless otherwise required by applicable law, certain products may not be eligible for change-of-mind returns, including:

Personalised or customised products;
Products made or ordered specifically according to a customer's requirements;
Products that have been used, damaged or altered after delivery;
Products which, due to their nature, cannot reasonably be returned; and
Products specifically identified as non-returnable at the time of purchase.

These exclusions do not affect a customer's statutory rights relating to defective, unsafe, incorrectly supplied or misrepresented goods.

4. Return Shipping Costs

Where a return is required because an item is defective, damaged, incorrect or otherwise covered by applicable consumer law, Lumo will deal with the return and associated costs in accordance with the applicable legal requirements.

For an approved change-of-mind return, the customer may be responsible for the applicable return delivery costs.

5. Refunds

Once a returned item has been received and assessed, Lumo will advise the customer of the outcome.

Where a refund is approved, it will normally be processed using the original payment method, where possible.

The time required for a refund to reflect in the customer's account may depend on the payment provider or financial institution.

6. Exchanges

Where appropriate, Lumo may offer an exchange instead of a refund.

Where an item is defective, damaged or incorrectly supplied, the remedy will be handled in accordance with applicable consumer law.

7. Order Cancellations

Customers may request cancellation of an order within 15 minutes of placing the order, provided that the order has not already been processed or fulfilled.

After the 15-minute cancellation period, cancellation requests will depend on the status of the order and applicable law.

The cancellation period displayed at checkout is subject to any statutory consumer rights that may apply.

8. Online Purchases and Statutory Rights

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or waive any rights that a consumer may have under South African law.

Where applicable, consumers retain their rights under the Consumer Protection Act, 68 of 2008, including rights relating to defective, unsafe, incorrectly supplied or unsuitable goods.

Where additional rights apply to an online transaction under applicable South African law, those rights will remain unaffected.