Returns Policy and Procedure
We want you to be completely satisfied with your purchase. If you ever need to return something you purchased from us for replacement or refund, we have one of the easiest and fastest returns procedures you'll find anywhere. And you won't even have to pay for the return postage!
The Returns Policy says what you can return, and the Returns Procedure decribes how to go about it.
Returns Policy
The Luminoso returns policy provides guidance on when you can return goods we supplied, and what you can expect from us once you do. The following table sets out which situations warrant a return, and what we will do about it:
| Type of Return | Applies To | Remedy |
|---|---|---|
| Satisfaction Guarantee | Goods supplied by us which are unopened, in original condition, and which you don't want, for 30 days after receipt from us | As per our satisfaction guarantee, we will provide a full refund for the goods returned using our returns procedure. Your return must reach us in original unopened 'as-new' condition to qualify. |
| Inherently Faulty Goods | Goods supplied by us which arrive damaged or had a fault at the time you received them | We will offer to refund or replace confirmed-faulty goods once returned using our returns procedure. |
| Goods Developing a Fault | Goods supplied by us which develop a fault after a period of use | Contact us. If the goods were delivered 30 days ago or less, we will offer to refund or replace confirmed-faulty goods once returned as per our returns procedure. Otherwise we will help to arrange a resolution under the manufacturer's warranty. |
| Other | Any situation which is not covered by the above | Contact us. We will try to help, but we can not normally offer a refund. |
The returns policy is designed to give you the greatest financial benefit possible, while recognising that we do not supply goods on a trial basis. For additional clarification, please refer to our Terms & Conditions. In a small number of cases, we may believe that a replacement would not work any better than the original product we supplied. In such cases we will offer only a refund, but not a replacement, for qualifying returns.
If you send us goods not eligible for return, you are waiving your claim to any refund, and you agree to compensate us for the cost of return postage and any other reasonable costs incurred in processing what you send us (e.g. the cost of returning it to you). Please do not send us anything not covered in the table above (e.g. goods not supplied by us, like your phone or digital camera): we can assume no responsibility for them.
Faulty Products
As industrially manufactured products, the goods we supply are tested after production on a sample basis. This ensures the general absence of any faults, while ensuring that what you receive is brand new. If you suspect that a product we supplied is faulty, you can return it to us for inspection. If we can confirm that it is faulty, we will offer a solution as outlined in the table above. If we find the product to be working the way it is supposed to, we will send your goods back to you.
Calculation of Refunds for Returns
If we process your return for a refund, we apply a simple and straight forward computation to determine the refund amount due. For partial refunds, we refund the difference between what you paid, and the part of your order that isn't being refunded - i.e. you will have paid only for the part of the order you keep. For refunds of complete orders, the amount is computed as the full goods amount plus "BUDGET" delivery. We will not refund the incremental cost for faster delivery methods.
Your statutory rights are not affected.
Returns Procedure
The returns procedure describes how to return goods to Luminoso. To avoid unnecessary costs or disappointment, please ensure you've read the Returns Policy, and that what you're intending to return qualifies. Also, we strongly recommend that contact us first because:
- In some cases, we can rectify a "fault" simply by offering advice over the phone: so that you enjoy your purchase immediately.
- We can arrange for free return postage.
- We can advise on how to obtain the maximum benefit from our returns policy.
Because of the significant cost of moving goods about, please use the correct checklist for the total packed weight of your return. We bear the cost of your return if you follow the right procedure below. Any excess postal or carriage charges resulting from your decision not to follow this procedure are your responsibility.
Returns Check-List (Below 2kg)
- Ensure you are returning "complete packs", (e.g. for a 4-pack of batteries, return all 4, for a charger include all accessories, leads, etc.)
- Include the original invoice or a copy, clearly marking the items you are returning.
- If any of the items are faulty, please give sufficient details so that we can replicate the fault.
- For every item you're returning, state clearly whether you would like the item(s) replaced, or whether you would prefer a refund.
- Repack the items safely - Royal Mail requires batteries to be packed safely as a condition of accepting them for transport. You can re-use our packaging once you remove the label with your address.
- Write the returns address on the package (or use the sticker provided on your invoice):
Luminoso
Unit 6 The Nortons
Collier Street, Marden
TONBRIDGE
TN12 9RR - Place it in a Royal Mail post box, or drop it off at your local post office.
- We are not responsible for return items lost in transit. To avoid a financial loss, we suggest that you obtain a "certificate of posting" which is available free of charge when you post your return at a post office.
Returns Check-List (2kg and Above)
- Contact us to arrange for a mutually suitable date for your return to be collected.
- We will book a collectionon the agreed date.
- Ensure you are returning "complete packs", (e.g. for a 4-pack of batteries, return all 4, for a charger include all accessories, leads, etc.)
- Include the original invoice or a copy, clearly marking the items you are returning.
- If any of the items are faulty, please give sufficient details so that we can replicate the fault.
- For every item you're returning, state clearly whether you would like the item(s) replaced, or whether you would prefer a refund.
- Repack all items safely. You can re-use our packaging once you remove the label with your address.
- Attach your address as the sender's address, and write our returns address on the package:
Luminoso
Unit 6 The Nortons
Collier Street, Marden
TONBRIDGE
TN12 9RR - Hand the return package to the carrier once they call for the collection.
- Your return is insured in transit. Please keep any receipt handed to you upon collection.
What Happens Next?
We will notify you by email as soon as we receive the returned item(s) - in fact we guarantee that we will start processing your return within one business day of it arriving. The majority of our 'satisfaction guarantee' returns arrive well packed, in perfect 'as-new' condition, with clear instructions, and thus allow us to process a credit card refund on the same day. Although you don't have to give a reason, we would of course like to know why you're returning something so that we can avoid disappointing you or others in future.
The most common cause for delays in processing returns is that some of the information set out in the returns checklist is missing.
