Returns & Refunds
Eligibility & Conditions
We stand behind the quality of every Lumamber lamp. Our returns policy is designed to be fair and transparent. Please read the conditions carefully before initiating a return.
✓ Eligible
Lamp is unused, in original condition with all packaging and accessories intact.
Return requested within 30 days of confirmed delivery.
Lamp arrived damaged, defective, or incorrect (see section 07).
✗ Not eligible
Signs of use, customer-caused damage, or any modification.
Request submitted after the 30-day window (without prejudice to EU statutory rights — see section 02).
Change of mind after the lamp has been used or installed.
Goods made to your specifications or clearly personalised.
Note on condition
All returned lamps are inspected upon receipt. Missing packaging, signs of installation, or missing accessories may result in refusal of the return or a reduction of the refund proportional to the loss of value. We will notify you and may return the lamp to you at your cost.
EU Consumer Rights & 14-Day Right of Withdrawal
If you are a consumer resident in the European Union, you benefit from a statutory 14-day right of withdrawal under EU Directive 2011/83/EU and, for Polish consumers, the Polish Consumer Rights Act of 30 May 2014 (Ustawa o prawach konsumenta). This right exists in addition to our commercial 30-day return policy. You may exercise whichever option is more favourable to you.
Your statutory rights
You may withdraw from your purchase within 14 days of receiving the lamp (or the last item, if the order shipped in multiple parcels) without giving any reason.
Your refund will be processed within 14 days of us receiving your withdrawal notice, using the same payment method as the original transaction.
We may withhold reimbursement until we have received the lamp back, or until you have supplied evidence of having sent it back, whichever is the earliest.
Exceptions to withdrawal
Lamps made to your specifications or clearly personalised.
Sealed goods unsuitable for return for hygiene reasons once unsealed (does not apply to our standard catalogue).
Goods that have been used in a way that goes beyond what is necessary to establish their nature and characteristics — in such cases the refund may be reduced proportionally.
How to exercise your right of withdrawal
Two equally valid options
1. Email us at info@lumamber.com with an unambiguous statement of your decision to withdraw. Include your order number, name, and address.
2. Complete and submit the model withdrawal form available at lumamber.com/pages/withdrawal-form.
To meet the withdrawal deadline, it is sufficient that you send your communication concerning the exercise of your right before the 14-day period has expired. We will acknowledge receipt of your withdrawal notice without delay.
Cost of returning the lamp
You bear the direct cost of returning the lamp to us. We estimate this cost depending on courier and destination. The lamp must be returned promptly and in any event no later than 14 days from the day you communicate your withdrawal.
How to Initiate a Return
Two options to begin your return:
Option A — Account
Log in at lumamber.com → My Orders → select your order → follow the return flow. Fastest option with real-time tracking.
Option B — Email
Email info@lumamber.com with your order number and return reason. We reply within 1–2 business days.
Submit your request
Via account portal or email, within 30 days of delivery (or 14 days for EU statutory withdrawal). Include your order number.
Receive approval & instructions
We send you the return address and packaging instructions. Do not ship until confirmed.
Pack & ship
Repackage securely with original packaging and all accessories. Use a tracked courier. Retain proof of postage.
Inspection & refund
Once received and inspected, your refund is processed. See section 05 for timing and methods.
Return Shipping & Address
Return shipping is the customer's responsibility in all standard cases, including withdrawal under EU statutory rights. Lumamber does not provide prepaid return labels except where we made an error (damaged, defective, or incorrect lamp).
Return address
Deyi Interactive Limited
RM D07, 8/F, Kai Tak Fty Building
N° 99 King Fuk Street
San Po Kong, Kowloon
Hong Kong SAR
Tel: +86 199 0600 8510
Use a tracked courier
Lumamber is not responsible for returns lost in transit. Retain your tracking number until your refund is confirmed. Returns that do not arrive cannot be processed.
Refunds & Store Credit
Once your return is inspected and approved, you will receive a refund in one of two forms. In many cases you are offered a choice.
Store Credit
Issued instantly upon approval. Never expires, applies to any future order. Allows us to process your case significantly faster.
Original Payment Method
Processed within 14 business days of approval, using the same payment method as the original transaction. Original shipping fees refunded only in EU statutory withdrawal cases or where we made an error.
No restocking fee
Lumamber never charges a restocking, handling, or administrative fee on any return. The amount refunded is the full price you paid for the lamp. Original outbound shipping is also refunded in EU statutory-withdrawal cases and wherever we made an error (see section 04).
Processing timeline
Return received
Logged at our facility. Email confirmation sent.
Quality inspection (1–3 days)
You are notified of approval or rejection with explanation.
Refund issued (within 14 days)
Store credit instantly. Payment method refunds within 14 business days, in compliance with EU consumer protection rules.
Email confirmation
Final confirmation once refund or credit is issued. If not received within 16 business days, contact us.
Dispute Resolution, ODR & Chargebacks
Please reach out before contacting your bank
In virtually every case, contacting us directly is faster and simpler than a chargeback.
Chargebacks take 30–90 days, may flag your account with payment processors, and affect future purchases. We would much rather resolve your issue personally and quickly.
Via email
info@lumamber.com with your order number. We respond promptly and work toward a fair outcome.
Important: If a chargeback is filed on an order that was delivered as described, we reserve the right to submit full evidence — order records, shipping confirmation, tracking data, and all communications — to your bank to contest the claim.
We always aim to make it right
If you have a legitimate concern — a defective lamp, a missing parcel, a quality issue — our team has full authority to issue refunds, store credit, or replacements. You don't need to go through your bank.
EU Online Dispute Resolution (ODR)
If you are a consumer in the European Union, you have the right to refer disputes that we cannot resolve to the European Commission's Online Dispute Resolution platform: ec.europa.eu/consumers/odr. Polish consumers may also contact the Office of Competition and Consumer Protection (UOKiK) at uokik.gov.pl or the relevant Provincial Inspectorate of the Trade Inspection (Wojewódzki Inspektorat Inspekcji Handlowej).
Damaged, Defective & Incorrect Lamps
If your lamp arrives damaged, fails on first use, or is not what you ordered, act immediately. These cases are handled separately from standard returns and at no cost to you.
48-hour reporting window for visible damage
Visible transit damage must be reported within 48 hours of confirmed delivery to allow us to file appropriate carrier claims promptly. This deadline applies only to externally visible damage; defects discovered after first use are covered by our standard policy and by the statutory warranty (see below).
Document the issue immediately
Photograph or video the lamp, outer packaging, and all visible damage. Do not discard any materials.
Contact us promptly
Email info@lumamber.com with your order number, description, and photos. Subject: "Damaged Lamp — Order #XXXXX".
We arrange the resolution
Prepaid return label at no cost to you. Upon receipt: replacement or full refund including shipping — your choice.
2-year statutory warranty (rękojmia)
For consumers in the European Union, EU Directive 2019/771 and the Polish Civil Code provide a statutory warranty (rękojmia) for defects, lasting two years from the date of delivery. This warranty exists independently of our commercial return policy and the 14-day right of withdrawal. If a lamp develops a defect within this period and the defect was present at the time of delivery, you are entitled to repair, replacement, a proportionate price reduction, or — in the case of a major defect — a full refund. Contact us at info@lumamber.com to begin a warranty claim.
Late & Delayed Deliveries
Once dispatched, responsibility for delivery passes entirely to the carrier. Lumamber cannot be held liable for delays after the order has left our facility, except as required by applicable consumer protection law.
Not eligible for refund due to delay
Customs clearance · Weather events or force majeure · Carrier strikes or disruptions · Incorrect address at checkout · Estimated dates not met (these are estimates, not guarantees)
We cannot
Issue refunds for orders still in transit
Issue preemptive refunds during an investigation
Control carrier timelines or customs
We will
Share your tracking number and carrier details
Liaise with the carrier on your behalf
Open a formal lost parcel investigation if needed
Carrier responsibility
Your claim belongs with the carrier — we will help you get there.
Carrier investigations typically take 15–30 business days to conclude. Any refund or replacement for a lost parcel is issued only after the carrier formally confirms the loss in writing. EU consumer protection rules regarding delivery and risk of loss are respected at all times.
Do not initiate a chargeback for a delayed delivery. We maintain full shipping records and tracking for every order and will submit this evidence to your bank if a chargeback is filed while a shipment is active or under investigation.
Questions? We're here.
Our team responds to all emails within 1–2 business days.
info@lumamber.comThis policy applies to all orders on lumamber.com. For consumers resident in the European Union, statutory rights under Directive 2011/83/EU, Directive 2019/771, and applicable national law (including the Polish Consumer Rights Act of 30 May 2014) apply in addition to and supersede the terms of this policy where more favourable to the consumer. Lumamber reserves the right to amend this policy at any time, without prejudice to statutory rights. Effective 20 August 2025. Last updated 17 May 2026.