• Refund policy

Refund policy

GENERAL PROVISIONS

All products offered in our online store are covered by a manufacturer's warranty, where applicable. Detailed warranty terms may vary depending on the product and are provided in the product description or upon request.

RIGHT OF WITHDRAWAL (EU CONSUMERS)

If you are a consumer, you have the right to withdraw from the contract without giving any reason within 14 days from the day you receive the goods.

To exercise your right of withdrawal, you must inform us of your decision by contacting us via:

📧 kontakt@lumetra.pl 📞 +48 507 686 796

You may use a clear statement (e.g., email) indicating your decision to withdraw.

RETURN CONDITIONS

To be eligible for a return:

  • the product must be unused
  • the product must be in its original condition
  • the product must be returned in original packaging
  • the product must not show signs of use

NON-RETURNABLE ITEMS

The right of withdrawal does not apply to:

  • custom-made or made-to-order products
  • products manufactured according to customer specifications
  • items that cannot be returned for hygiene or technical reasons after opening (if applicable)

Please order carefully and request additional information before purchase if needed.

RETURN PROCEDURE

Before returning a product, you must contact us to receive return instructions.

Returns should be sent using a courier service agreed with us.

Unless the return is due to a defect, the cost of return shipping is borne by the customer.

REFUNDS

After receiving and inspecting the returned product, we will notify you of the approval or rejection of your refund.

If approved:

  • refunds will be processed within 14 days
  • refunds will be made using the same payment method used for the original transaction

DEFECTIVE OR DAMAGED PRODUCTS

If the product is defective or damaged:

  • please contact us immediately
  • provide a description and photos of the defect

If the defect is confirmed:

  • we will repair, replace, or refund the product
  • we will cover the cost of return shipping

WARRANTY CLAIMS

If a product fails during the warranty period:

  • contact us via email or phone
  • provide proof of purchase and description of the issue

If the defect is caused by improper use or external damage, the warranty claim may be rejected.

UNCLAIMED SHIPMENTS

If a customer refuses to accept delivery or fails to collect the shipment:

  • the customer may be required to cover the return shipping costs