Terms of service

Last updated: 20 August 2026

1. 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.

In these terms, "we", "us" and "our" mean Nexa Global Ventures Ltd trading as Lumenza. "You" and "your" mean the person placing the order.

You can contact us in any of these ways:

By email: support@lumenza.co.uk
By telephone: +44 7732 725821
By post: Lumenza, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

Our customer service hours are Monday to Friday, 08:00 to 18:00, and Saturday and Sunday, 10:00 to 16:00. We aim to reply to every enquiry within 24 hours, Monday to Friday.

If we need to contact you, we will do so by email or by telephone, using the details you gave us when you placed your order.

2. About these terms

These terms apply to every order for goods you place with us through lumenza.co.uk. Please read them before you order. When you place an order you confirm that you accept them.

We deliver to addresses in the United Kingdom only. We do not deliver anywhere outside the United Kingdom, and we cannot accept an order for delivery to an address outside the United Kingdom. We send your order to the address you enter at checkout, exactly as you enter it, so please check it before you pay.

To buy from us you must be at least 18 years old and buying as a consumer, which means for purposes wholly or mainly outside a business. If you are buying for business purposes, please contact us before you order, because different terms would apply.

Our Delivery Policy and our Returns and Refunds Policy form part of your contract with us. If anything in these terms conflicts with either of them, the version that is more favourable to you applies.

Nothing in these terms reduces or removes the rights the law gives you as a consumer. Where the law gives you more than these terms do, the law applies.

These terms are written in English, and the contract between us will be concluded in English.

3. How a contract is formed between us

Our website is an invitation for you to make an offer to buy, not an offer to sell. A contract comes into existence only in the way described here.

You add goods to your basket and go through our checkout. Before you confirm the order you can check it and correct any mistakes, using the basket and checkout pages to change quantities, remove items or amend your details.
When you confirm the order, you are making an offer to buy the goods at the price shown. There is no contract at this point.
We will send you an order acknowledgement by email to confirm that your order has reached us. An order acknowledgement is not acceptance of your order.
We accept your order when we send you a dispatch confirmation by email. A contract comes into existence between you and us at that moment.

So that a paid order can never sit with us indefinitely, we also give you this commitment. Within 3 working days of receiving your order we will either send you a dispatch confirmation or tell you that we cannot accept the order. If we have done neither by the end of that third working day, your order is treated as accepted at that point and a contract comes into existence, even though we have not yet dispatched. You never have to wait for us to decide before you have a contract and a delivery deadline.

However the contract is formed, we will deliver the goods to you within 30 calendar days of the day you place your order, unless we agree a longer period with you. Section 28 of the Consumer Rights Act 2015 measures those 30 days from the day the contract is made; we measure them from the day you order, which is the same day or earlier, so our deadline can never fall later than the one the law sets. Section 7 explains what you can do if we miss it.

You can also cancel at any time before we dispatch your order, simply by emailing us with your order number. If you do, we will refund you without undue delay and in any event within 14 calendar days. This is in addition to your right to change your mind in section 8.

If your order contains several items and we dispatch them separately, each dispatch confirmation covers the items listed in it. Your rights are the same for every item in your order, whenever it is dispatched.

If we cannot accept your order, we will tell you by email, explain why, and refund anything you have paid in full, without undue delay and in any event within 14 calendar days.

We give every order a number. Please quote it when you contact us, as it helps us deal with your enquiry faster.

If you spot a mistake in your order after you have placed it, contact us as soon as possible. We will try to change or cancel it before dispatch, but we cannot promise that we will be able to. You can also use your right to change your mind, described in section 8.

Please keep the order acknowledgement and the dispatch confirmation we send you, as together they are your record of the contract. We keep a record of your order as well, and we will send you a copy at any time if you email us and ask for one.

4. Prices and what you pay

All prices are shown in pounds sterling on the product page and at checkout.

Delivery is free on every order, with no minimum order value. The price shown is the total you pay. We do not add any charge at checkout or on delivery.

The total shown at checkout, before you confirm your order, is the full amount you will pay. Delivery is free on every order, so the total shown at checkout is the price of the goods and nothing else, and nothing further is added before, during or after delivery. Section 7 explains why no customs or import charge is ever added to what you pay.

The price that applies to your order is the price shown on the website at the moment you place it. We may change our prices at any time, but a change will never affect an order you have already placed.

We take care to make sure our prices and our product descriptions are correct. Very occasionally an obvious error may appear, for example where a price is plainly wrong for that kind of product, or where a description plainly does not match the item shown. If we spot such an error before we accept your order, we will contact you, explain what the correct price or description is, and ask whether you want to go ahead. If you do not want to go ahead, or we cannot reach you, we will not accept the order and we will refund anything you have paid in full.

5. Payment

Payment for your order is processed by Shopify Payments at the moment you complete our checkout. The payment methods available to you are those that Shopify Payments offers on our checkout, and they are shown to you before you pay. Shopify Payments is the only payment provider we use.

Your card details are handled by Shopify Payments through the checkout. We do not store your full card details on our own systems.

Taking payment does not mean that we have accepted your order. Acceptance happens as set out in section 3. If we do not accept your order, we refund you in full, without undue delay and in any event within 14 calendar days.

If your payment is declined or cannot be completed, we will not be able to accept your order.

6. When we may not accept an order, and when we may cancel

All goods are subject to availability. Before we accept your order, we may decide not to accept it if:

the goods are out of stock or have been discontinued;
there is an obvious error in the price or in the description of the goods, as described in section 4;
we cannot complete or verify your payment, or we reasonably suspect fraud;
the delivery address you have given is outside the United Kingdom;
the order is not a consumer order, for example because it has been placed for resale, since these terms cover consumer sales only.

If we decide not to accept your order we will tell you by email within 3 working days of receiving it, explain why, and refund anything you have paid in full, without undue delay and in any event within 14 calendar days. We will not charge you anything in these circumstances.

Once we have accepted your order, we will not cancel it unless we are genuinely unable to supply the goods, or unless you agree to the cancellation. If we do have to cancel an accepted order, we will tell you as soon as we can, explain why, and refund you in full without undue delay and in any event within 14 calendar days.

Refusing or cancelling an order does not affect any legal rights you have, including any right to claim compensation for loss you have suffered as a result of something we have done wrong.

7. Delivery

The United Kingdom means England, Scotland, Wales and Northern Ireland. The Channel Islands and the Isle of Man are not part of the United Kingdom, and we do not deliver there.

Where your order is sent from

Your order is dispatched from outside the United Kingdom. We tell you this before you buy, because it is the main reason delivery takes as long as it does.

We work with a number of carriers, and which one carries your parcel depends on the product, its weight, the delivery address and the route. They are YunExpress, CNE Express, 4PX Express, Yanwen, UBI Smart Parcel, DHL and FedEx, together with postal operators and local delivery partners in the United Kingdom. On some orders one company carries the parcel into the country and a different one makes the final delivery to your door.

Customs duty and import charges

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.

Import charges do exist on goods brought into the United Kingdom. The reason you do not pay them is not that they do not exist; it is that we pay them for you instead of passing them on. This is explained in full in our Delivery Policy.

How long delivery takes

Orders are dispatched within 1 to 2 working days and transit then takes a further 8 to 10 working days, so an order normally reaches you 9 to 12 working days after you place it. By working day we mean Monday to Friday, not counting UK bank holidays. These are honest estimates, not guaranteed delivery dates.

In calendar terms that is usually two to three weeks. Saturdays and Sundays are not working days for delivery, even though our customer service team is open at the weekend.

If you would like to know where your order has got to, email us at support@lumenza.co.uk with your order number and we will tell you what we know.

If delivery is late

Unless we agree a longer period with you, we will deliver your goods within 30 calendar days of the day you place your order. Section 28 of the Consumer Rights Act 2015 measures those 30 days from the day the contract is made; we measure them from the day you order, which is the same day or earlier, so our deadline can never fall later than the one the law sets. Our 9 to 12 working day estimate sits well inside it.

If we miss that deadline, you can end the contract straight away and get a full refund where we have refused to deliver, or where delivery within a particular time was essential and you told us so before you ordered. In any other case you can give us a new deadline that is reasonable in the circumstances, and if we miss that too you can end the contract and we will refund everything you have paid for goods you have not received. Ending the contract in this way costs you nothing. We refund you without undue delay and in any event within 14 calendar days, using the same payment method you used to pay.

If a delivery attempt fails

If a delivery attempt does not succeed, contact us with your order number and we will arrange for the parcel to be delivered again at no cost to you. If a second delivery is not possible, you can cancel and we will refund you in full, without undue delay and in any event within 14 calendar days.

Risk and ownership

The goods are at our risk until they are delivered into your physical possession, or into the possession of someone you have nominated to receive them. If a parcel is lost or damaged on its way to you, that is ours to put right, not yours. Ownership of the goods passes to you once we have received payment in full.

8. Your right to change your mind

Because you buy from us online, you have a legal right to change your mind under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You do not have to give a reason, and nothing needs to be wrong with the goods.

How long you have

You can cancel from the moment you place your order — you do not have to wait for it to arrive. Your right to cancel 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 the day after. If your order arrives in more than one parcel on different days, it ends 14 days after the day the last parcel arrives.

Every deadline in this section that gives you a right is counted in calendar days: weekends and bank holidays are inside those days, not added on top of them.

How to tell us

Just make a clear statement that you are cancelling. You can email us at support@lumenza.co.uk, telephone us on +44 7732 725821, write to us at the address in section 1, or use the model cancellation form below. You do not have to use the form.

Sending your message before the 14 days end is enough. It does not matter if it reaches us after the period has finished. Please keep a copy of what you send us, so that you have proof of the date.

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:

Getting the goods back to us, and who pays

We pay the cost of returning goods to us, including when you have simply changed your mind. Every return, whatever the reason, with no upper limit. If you have already paid postage to send an order back, tell us and we will refund what you paid in full. You lose nothing.

The law would allow us to ask you to bear the cost of a change-of-mind return. We do not. This is more than the law requires of us, and it does not affect any of your statutory rights.

When you tell us you are cancelling, we will tell you how your return will work. We will either arrange for the goods to be collected from you, or send you a prepaid return label so that you can send them back. Either way, you pay nothing towards the return, and you never have to buy postage yourself.

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.

Our return address is: Lumenza (Returns), Nexa Global Ventures Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. Please include your order number with the goods, so that we can identify your return quickly.

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.

Delivery is free on every order, so there is no delivery charge to refund.

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.

The cases where this right does not apply

Regulation 28 of the 2013 Regulations sets out a short and closed list of contracts where the right to change your mind does not apply, such as goods made to a consumer's own specification or clearly personalised, and sealed goods that cannot be returned once unsealed for reasons of health protection or hygiene.

None of those exceptions applies to anything we sell: nothing in our range is made to order or personalised, and nothing we sell is perishable or sealed for health or hygiene reasons. Our catalogue is fixed, and we do not offer bespoke sizes or finishes. So you can change your mind about any product on our site.

We do not apply any other exception, because there is no other exception to apply. In particular, we will not refuse a cancellation because an item was bought in a sale or at a discount, because you have opened the packaging, or because you have unpacked the item and tried it.

This right to change your mind is separate from, and additional to, your rights if something is wrong with the goods, which are described in section 9. How your return is organised is set out in the same way in our Returns and Refunds Policy.

9. If there is something wrong with your goods

Under the Consumer Rights Act 2015, the goods we supply must be of satisfactory quality, fit for the purpose they are supplied for, as described, and must match any sample or model you were shown. These rights are given to you by law, and nothing in these terms takes them away or limits them.

If goods are faulty, damaged on arrival, or not as described:

you have a short-term right to reject the goods and get a full refund. You have 30 days to use it, counted from the day after delivery;
after those 30 days, you can ask us to repair or replace them. We will do so within a reasonable time and without significant inconvenience to you;
if a repair or replacement is not possible, or does not fix the problem, you can claim a price reduction or reject the goods for a refund;
if a fault appears within the first six months, it is treated as having been there when the goods were delivered, unless we can show otherwise.

Where ownership passes to you later than delivery, or where we have had to install the goods and tell you that this is done, the 30 days start on the day after that instead.

The 30-day period does not run against you while we have the goods. If you ask us to repair or replace them within those 30 days, the clock stops while we do so, and it starts again when the repaired or replacement goods come back to you. You will always have at least 7 days left to reject them once you have them back.

Where you reject goods, or are otherwise entitled to a refund under this section, we will refund you without undue delay and in any event within 14 days of the day we agree that you are entitled to it. If you exercise the final right to reject within the first six months, we will not reduce your refund to reflect the use you have had of the goods.

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 time limit for making a claim. It is not a promise that goods will last that long.

If you are returning goods because there is something wrong with them, we pay the return costs and refund you in full.

To report a problem, contact us at support@lumenza.co.uk or on +44 7732 725821 with your order number and, if you can, a photograph of the fault.

10. Our responsibility for loss or damage

We are responsible for loss or damage we cause. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or of our failing to use reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen, or if, at the time the contract was made, both we and you knew it might happen. We are not responsible for loss or damage that is not foreseeable in that sense.

We never exclude or limit our liability where it would be unlawful to do so. This includes our liability for:

death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors;
fraud or fraudulent misrepresentation;
breach of your legal rights in relation to the goods, including the right to receive goods that are of satisfactory quality, fit for purpose, as described, and that match any sample or model, and the right to remedies if goods are faulty or not as described;
defective products, under the Consumer Protection Act 1987.

We sell to consumers. Our products are sold for domestic and private use. If you are not a consumer, or you buy for purposes wholly or mainly related to a business, we will have no liability to you for loss of profit, loss of business, business interruption or loss of business opportunity. This does not affect your rights as a consumer set out above.

Our website. We take reasonable care to keep lumenza.co.uk available and accurate, and to make sure our product descriptions, dimensions and images are accurate. We are not responsible for the site being unavailable for reasons outside our reasonable control, or during planned maintenance. That does not affect your rights if we fail to deliver goods you have paid for, or any other right you have under these terms or under the law.

The colour of a product as it appears on your screen may differ slightly from the product itself, because screens display colour differently. If what you receive is materially different from how we described it, you have the rights set out in section 9.

Please follow any instructions and safety information supplied with your product.

11. Our website and its content

The content on lumenza.co.uk, including text, product photographs, illustrations, graphics and page design, is owned by or licensed to Nexa Global Ventures Ltd, or is used with permission.

You may view our pages, and download or print them, for your own personal and non-commercial use, for example to keep a record of an order.

You must not copy, reproduce, republish, distribute or use any part of our site for commercial purposes without our written permission, and you must not use automated tools to extract content from it. Nothing on the site gives you any licence or right to use the Lumenza name, or any of our images or text.

12. Events outside our control

We are not responsible for delays or failures in performing this contract that are caused by events outside our reasonable control, such as severe weather, fire, flood, failure of public or private telecommunications networks, industrial action affecting our carriers, or delays at the border or in customs clearance that we could not reasonably have avoided.

If such an event happens, we will contact you as soon as possible to let you know, and we will take reasonable steps to reduce the delay. Where the delay is likely to be substantial, you may contact us to end the contract and receive a full refund for any goods you have paid for and not received.

This section does not take away your rights under section 7 if we deliver late, your right to change your mind under section 8, or any other right the law gives you.

13. Changes to these terms

The terms that apply to your purchase are the ones published on this page at the moment you place your order. We recommend that you save or print a copy at that point.

We may change these terms for future orders, for example to reflect changes in the law or in how we operate. A change will never apply retrospectively to a contract that has already been formed, and continuing to use our website does not, by itself, mean that you have accepted new terms for an order you have already placed.

14. Other important terms

We may transfer our rights and obligations under these terms to another organisation. If we do, we will tell you in writing, and we will make sure that the transfer does not affect your rights under the contract.

You may only transfer your rights or obligations under these terms to another person if we agree in writing. We will not withhold our agreement unreasonably.

If you bought the goods as a gift, we will deal with the person you gave them to as if they were you, as long as they can give us the order number. Your own legal rights as the buyer stay with you.

Apart from that, this contract is between you and us, and no other person has any right to enforce its terms.

Each paragraph of these terms operates separately. If any court or authority decides that any of them is unlawful or unenforceable, the remaining paragraphs will continue in full force.

If we delay in enforcing any part of this contract, or do not insist immediately that you do something you are required to do, that will not prevent us from taking steps against you at a later date.

How we handle your personal information is explained in our Privacy Policy.

15. Which law applies, and where you can go to court

These terms, and any dispute or claim arising out of them or out of your contract with us, are governed by the law of England and Wales.

If you live in Scotland or in Northern Ireland, you keep the benefit of any mandatory rules of consumer protection that apply where you live. Nothing in these terms takes those protections away.

You can bring legal proceedings in the courts of England and Wales. If you live in Scotland, you may bring proceedings in either the Scottish courts or the courts of England and Wales. If you live in Northern Ireland, you may bring proceedings in either the Northern Irish courts or the courts of England and Wales.

We will only bring proceedings against you in the courts of the part of the United Kingdom where you live.

16. Complaints, and how to contact us

If something has gone wrong, please tell us first. Most problems are quickest to fix directly, and we would rather hear about them.

By email: support@lumenza.co.uk
By telephone: +44 7732 725821
By post: Lumenza, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

We are open Monday to Friday, 08:00 to 18:00, and Saturday and Sunday, 10:00 to 16:00, and we aim to reply within 24 hours, Monday to Friday. We will acknowledge your complaint and keep you informed until it is resolved.

Making a complaint to us does not affect your legal rights, including your right to take a claim to court.

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