Refund policy

Last updated: 20 August 2026

Who we are

Lumenza is a trading name of Nexa Global Ventures Ltd, a company registered in England and Wales under company number 17398049, whose registered office is at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.

We sell decorative lighting online at https://lumenza.co.uk to customers in the United Kingdom. We deliver to addresses in the United Kingdom only. Prices are shown in pounds sterling (£).

This policy explains how to send something back to us and how you get your money back. It is written for you to use, not to put you off. If anything here is unclear, email support@lumenza.co.uk and we will explain it.

The two situations this policy covers

There are two separate routes back to us, and they give you different rights. Use whichever one fits.

  • You have changed your mind. You have a legal right to cancel, without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The next section explains exactly how the 14 days are counted.
  • Something is wrong with the item — it is faulty, it is not what you ordered, or it arrived damaged. Here your rights come from the Consumer Rights Act 2015, and they are wider and last far longer than 14 days.

Both routes cost you nothing to use: Lumenza pays the cost of sending the goods back to us in every case, including when you have simply changed your mind — see "We pay the return postage" below. In rare cases we may deduct for loss of value where goods have been handled beyond what a shop would allow — see "Deductions for reduced value" below.

Your statutory rights are not affected by anything written in this policy.

Changing your mind: your 14-day right to cancel

You may cancel your order without giving any reason and without any penalty.

You can cancel from the moment you place your order. You do not have to wait for the goods to arrive, and you do not have to give a reason. Your right to cancel starts as soon as your contract with us is made, and it ends at the end of the fourteenth day after the day on which you, or someone you have named to receive the order other than the carrier, take physical possession of the goods.

The day the goods arrive does not count. Counting starts on the day after delivery. So if your order arrives on a Monday, day one is the Tuesday and your last day to cancel is the Monday a fortnight later. If your order arrives in more than one parcel on different days, counting starts on the day after the last parcel arrives. This is regulation 30 of the 2013 Regulations, and we apply it exactly as the law writes it.

Every deadline that gives you a right in this policy — the 14 days to cancel, the 14 days to send the goods back and the 14 days for your refund — is counted in calendar days: weekends and bank holidays are inside those 14 days, not added on top of them.

This right applies whether or not you have opened the box, whether or not you have switched the item on, and whether you paid full price or bought in a sale. We do not attach conditions of our own to it, and you do not need our approval or permission to use it.

How to tell us you are cancelling

Send us a clear statement that you are cancelling, before your 14 days are up. Any of these is fine:

  • email support@lumenza.co.uk — the quickest route, and it gives you a record of the date;
  • telephone +44 7732 725821;
  • fill in the model cancellation form at the end of this policy and send it to us. You do not have to use the form. It is there if you want it.

Please include your order number so we can find the order quickly. A message sent on the fourteenth day is in time, even if we only read it the next day. We do not ask you for a reason, and we will not ask you to justify the return.

Sending the goods back

If we send you a prepaid return label, please send the goods back no later than 14 days after the day you tell us you are cancelling. If we have offered to collect the goods from you, that 14-day deadline does not apply to you: you have nothing to send anywhere, and all you need to do is have the goods available at the time we agree.

Please contact us before you send anything back, because we organise the return and we pay for it — see "We pay the return postage" below.

Return address

Returns are received at our registered office. If you post an item to us, address the parcel to: Lumenza (Returns), Nexa Global Ventures Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.

If you post an item back, keep your receipt or proof of posting until your refund reaches you. It matters, because we do not wait for the parcel to arrive before your refund deadline starts running — see "Your refund" below.

We pay the return postage

We pay the cost of returning goods to us. Every return, whatever the reason, with no upper limit and no conditions. That includes a change-of-mind cancellation where there is nothing wrong with the item at all. The law would let us pass the cost of a change-of-mind return to you. We have decided not to.

  • We never deduct return postage from your refund.
  • We do not charge a restocking fee, an administration fee or a handling fee.
  • You never have to buy postage yourself. When you tell us you are sending something back, we will tell you how the return will work and we will pay for it.
  • If you have already paid to send an item back before speaking to us, tell us and send us the receipt, and we will refund what you paid in full.

For a large or heavy item, it helps if you contact us before you send it, so that we can organise the right kind of carriage. That is there to make it easier for you. It is not a condition of us paying.

Your refund

We refund you without undue delay and in any event:

  • within 14 calendar days of the day you tell us you are cancelling, where we have offered to collect the goods from you, or where you cancel before your order has been dispatched, or where you refuse the delivery; and
  • within 14 calendar days of the day we receive the goods back, or of the day you show us that you have sent them back, whichever of those two happens first, in any other case.

Where more than one of these could apply to your return, we use whichever one gets your money back to you sooner. Where the first applies, we do not hold your refund back waiting for the goods to reach us. We refund to the same means of payment you used for the original transaction, unless you expressly agree otherwise, and we never charge a fee for making a refund.

Other things worth knowing about your refund:

  • Payments and refunds for our store are processed by Shopify Payments, so your refund goes back to the card or payment method you paid with. How quickly it then appears on your statement is a matter for your bank or card issuer.
  • You get back the full amount you paid for the returned goods, subject only to the deduction described in the next section. Your refund is the full amount you actually paid us.
  • Delivery is free on every order, so there is no delivery charge to add back to your refund.
  • If you return part of an order and keep the rest, we refund the part you returned.
  • Your refund is not conditional on our approval, on an inspection passing, on the original packaging being intact, or on the item being unused. None of those is a condition of anything in this policy.

Deductions for reduced value

You are entitled to handle the goods as you reasonably would in a shop: unpack them, look at them, check the size, the colour, the finish, and that all the parts are in the box.

If you handle them beyond what is necessary to establish their nature, characteristics and functioning, and their value drops as a result, we may recover that loss of value from your refund. That is permitted by regulation 34(9) of the 2013 Regulations. With lighting, the usual examples are an item that has been installed or wired in, drilled or fixed to a ceiling or a wall, or marked, scratched or damaged in the process.

If we make a deduction we will tell you the amount and the reason, in writing, before we refund you, and you can challenge it. A deduction only ever reduces the sum. It is never a way of refusing your cancellation or turning your refund down.

When the 14-day cancellation right does not apply

The exceptions to the right to cancel are fixed by law — regulation 28 of the 2013 Regulations — and we do not add any of our own.

We sell a fixed catalogue of ready-made decorative lighting. We do not make anything to your specification and we do not personalise anything. None of the exceptions in regulation 28 applies to what we sell, so the 14-day right to cancel covers our whole catalogue, without exception.

To be completely clear, the following are not exceptions, and you keep the full 14-day right to cancel in every one of these cases:

  • items you have opened, unpacked, assembled or switched on;
  • items bought in a sale, on promotion, or with a discount code;
  • items returned without the original packaging;
  • items bought as a gift.

Faulty, damaged or incorrect items

This is a different route, with different and longer rights, and it does not depend on the 14-day cancellation window. Under the Consumer Rights Act 2015, the goods we sell you must be of satisfactory quality, fit for purpose and as described.

Within the first 30 days

If the item is faulty, not fit for a purpose you told us about before you bought it, not as described, or not the item you ordered, you have a short-term right to reject it and get a full refund. You have 30 days to use it. The day the goods arrive does not count: counting starts on the day after delivery, and where ownership passes to you later than delivery, or where we have had to install the goods and tell you that this is done, it starts on the day after that. You do not have to accept a repair or a replacement instead.

The 30 days stop running while the goods are with us. If you ask us to repair or replace an item within those 30 days, the clock stops on the day you ask and starts again on the day the repaired or replacement goods come back to you, and you will always have at least 7 days left to reject them once you have them back.

Where you are entitled to a refund under this section, we make it without undue delay and in any event within 14 days of the day we agree that you are entitled to it.

After the first 30 days

You are entitled to ask us to repair or replace the item. We will do it within a reasonable time and without significant inconvenience to you, and we bear the cost. If a repair or replacement is impossible, or fails, or we cannot do it within a reasonable time, you can then claim a price reduction or reject the goods for a refund. A refund at that stage may be reduced to reflect the use you have had, but only after the first six months.

For the first six months after delivery, the burden of proof is on us: if a fault appears, it is treated as having been there when we delivered the item unless we show otherwise. You do not have to prove it. After six months, it is for you to show that the fault was there at delivery.

How long these rights last

In England, Wales and Northern Ireland you generally have up to six years from delivery to bring a claim about faulty goods, and in Scotland five years. That is a limitation period for claiming, not a promise that every item lasts that long.

Items damaged in transit

The goods are at our risk until they are in your physical possession, or in the possession of someone you have named to receive them. If something arrives broken or damaged, tell us and we will put it right with a replacement or a refund — your choice of the remedies above. Photographs help us sort it out quickly, but your rights are not conditional on sending them.

Safety

If an item you have bought from us runs from the mains and you think it is unsafe — damaged wiring, exposed conductors, scorching, a burning smell — switch it off at the mains, stop using it, and contact us straight away. If you think any other item is unsafe, stop using it and contact us straight away.

What we never exclude

Nothing in this policy excludes or limits our liability for death or personal injury caused by our negligence — section 65 of the Consumer Rights Act 2015 makes any such term ineffective — or for fraud or fraudulent misrepresentation.

Nor do we exclude or restrict the rights that Act gives you over the goods we sell: section 31 makes any term that tries to do so ineffective, and we would not want to try.

Customs charges and the price you pay

Your order is dispatched from outside the United Kingdom, and we work with international carriers and United Kingdom delivery partners to bring it to you. Delivery times are set out in our Delivery Policy.

We send every order on a delivered duty paid (DDP) basis: we pay any customs duty and import charges due when your parcel enters the United Kingdom, so there is nothing for you to pay when it is delivered. If a carrier ever asks you for a customs, duty or clearance payment on a Lumenza order, contact us before paying anything and we will deal with it.

The price shown is the total you pay. We do not add any charge at checkout or on delivery.

Because we pay those charges rather than you, there is nothing of that kind for us to refund: your refund is the full amount you actually paid us.

Sending an item back to us costs you nothing either. Returns come to our address in London and we organise and pay for them.

How to start a return

  • Email support@lumenza.co.uk, quoting your order number, the item, and whether you are cancelling or reporting a fault, damage or a wrong item.
  • Or telephone +44 7732 725821.
  • We reply within 24 hours, Monday to Friday. Our support hours are Monday to Friday 08:00-18:00 and Saturday and Sunday 10:00-16:00.
  • We will confirm how the return is being organised and we cover the cost.
  • If we send you a prepaid label, send the goods back within 14 days of telling us. If we have offered to collect the goods, that deadline does not apply to you.
  • If you want to know where your order or your return has got to, email us and we will tell you what we know about it.

Complaints

If you are unhappy with how a return or a refund has been handled, write to us at support@lumenza.co.uk and we will look at it again. Put "Complaint" in the subject line so that it reaches the right place. If we cannot resolve it between us, nothing in this policy stops you from taking the matter further, and your legal rights are unaffected.

Law and where you can bring a claim

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you keep the protection of the mandatory consumer law of the part of the United Kingdom where you live, and you can bring proceedings in the courts there. Nothing here takes that away.

Your statutory rights

Your statutory rights are not affected. Where the law gives you more than this policy gives you, the law applies. This policy adds to your legal rights — for example, by paying your return postage when the law does not require it. It never takes anything away.

Model cancellation form

You only need to use this form if you want to. An email saying you are cancelling works just as well. Copy the text below, complete it, and send it to support@lumenza.co.uk, or by post to Lumenza (Returns), Nexa Global Ventures Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.

To Lumenza (Returns), Nexa Global Ventures Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom — support@lumenza.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Order number:

Ordered on / received on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

How to contact us

  • Email: support@lumenza.co.uk
  • Telephone: +44 7732 725821
  • Support hours: Monday to Friday 08:00-18:00; Saturday and Sunday 10:00-16:00
  • Response time: within 24 hours, Monday to Friday
  • Website: https://lumenza.co.uk
  • Postal, returns and registered address: Lumenza (Returns), Nexa Global Ventures Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

Lumenza is a trading name of Nexa Global Ventures Ltd, a company registered in England and Wales under company number 17398049, whose registered office is at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.