Refund policy

Return & Refund Policy

We want you to love your Lumitop lamp. If it isn't right, here's exactly how to sort it out.

The short version

  • 30 days to request a return from the day your order is delivered
  • Item must be unused, in its original packaging, with all accessories and cables
  • Faulty, damaged, or wrong item? We cover everything — no return shipping cost to you
  • Changed your mind? Return shipping is at your cost
  • Refunds land back on your original payment method within 5–10 business days of approval

Starting a return

Email support@lumitop.store with:

  1. Your order number
  2. Which item you'd like to return
  3. The reason — and photos, if the item is faulty or damaged

We reply within 24 hours (Monday–Friday) with a return authorisation and the correct return address. Please don't ship anything back before you've received that authorisation — unauthorised returns can't be tracked to your order and may not be refundable.

What we can accept

To be eligible for a return, the item must be:

  • Unused and in the same condition you received it
  • In its original box with all inserts, cables, adapters, and documentation
  • Requested within 30 days of delivery

What we can't accept

  • Items returned without prior authorisation
  • Items missing the original packaging, accessories, or power cable
  • Products showing signs of use, drops, scratches, or damage caused after delivery
  • Products damaged by use of a non-supplied charger or adapter
  • Clearance and final-sale items, where marked
  • Gift cards

Faulty, damaged, or incorrect items

This is on us, and we fix it fast.

If your lamp arrives damaged, arrives as the wrong item, or develops a fault within the 12-month warranty period, email us with photos and your order number. Once confirmed we'll send a free replacement or issue a full refund — your choice — and you won't pay a cent in return shipping.

For damage in transit, please report it within 48 hours of delivery with photos of both the product and the outer box, so we can file the carrier claim in time.

In many cases we won't ask you to ship a faulty item back at all. We'll tell you if that applies to your order.

Change-of-mind returns

If you simply don't want the lamp, that's fine — you have 30 days.

Because your order ships internationally, return shipping for change-of-mind returns is arranged and paid for by you. We'll give you the return address and recommend using a tracked service, as we can't refund a parcel that doesn't reach us.

For change-of-mind returns:

  • The product price is refunded in full
  • The original shipping charge is not refunded (where one was paid)
  • Where your order qualified for free shipping, our actual outbound shipping cost is not deducted — you keep the benefit

Import duties on returns

Lumitop pays all US import duties on your behalf when your order ships. These duties are paid to US Customs and are not recoverable once a parcel has cleared.

For faulty, damaged, or incorrect items we absorb this cost entirely — your refund is not reduced. For change-of-mind returns, your refund covers the full product price and no duty deduction is applied.

Exchanges

The fastest way to exchange a lamp for a different colour or model is to return the original for a refund and place a new order — that way your replacement ships immediately rather than waiting for your return to arrive. If you'd rather we handle it as a straight swap, just say so in your email and we'll arrange it.

Refunds

Once your return arrives at our warehouse we inspect it within 2 business days and email you the outcome.

Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may take an additional few days to post it to your statement — this part is out of our hands.

If more than 15 business days have passed since we confirmed your refund and you still don't see it, email us and we'll chase it with our payment provider.

Cancelling an order

You can cancel free of charge any time before your order is dispatched — usually within 12 hours of placing it. Email us with your order number and we'll refund you in full straight away.

Once an order has left the warehouse it can't be cancelled, but the 30-day return window above still applies.

Returns to an unauthorised address

Please only ship returns to the address we give you in writing. Parcels sent to any other address — including the sender address printed on your original package — cannot be recovered or refunded.

Questions?

Email support@lumitop.store. A real person replies within 24 hours, Monday to Friday.

Lumitop — light that feels like home.