1. Scope & Definitions

  • Consumer: any natural person acting for purposes outside their trade or profession.

  • Pre-order: an order placed for a product not yet produced or in stock.

  • Confirmed batch: a production run that has been officially approved and started based on customer orders.

2. Right of Withdrawal (EU Consumer Law)

Under EU law, consumers normally have the right to withdraw from an online purchase within 14 days without giving a reason.

Important Legal Exception Applies

In accordance with Article 16(c) of Directive 2011/83/EU, the right of withdrawal does not apply to:

“Goods made to the consumer’s specifications or clearly personalized.”

Lumi products sold as pre-orders and produced in limited, confirmed batches fall under this exception once production begins.

3. Pre-Orders & Batch Production

  • Lumi products are produced in limited batches, based exclusively on confirmed customer orders.

  • When you place a pre-order, you agree that production will only start once a batch is confirmed.

  • Payment is required upfront to secure production.

4. No Right of Withdrawal After Batch Confirmation

Once a production batch is confirmed and production has started:

  • ❌ The order cannot be cancelled

  • ❌ No refunds are possible

  • ❌ Changes to the order are not accepted

This is legally permitted under EU law due to the custom / made-to-order nature of batch production.

By completing your purchase, you explicitly acknowledge and accept that you waive your right of withdrawal once the batch is confirmed.

5. Withdrawal Before Batch Confirmation

If your order is placed before batch confirmation:

  • You may cancel your order before production starts

  • You must contact us via:
    📧 hello@trustlumi.com

If approved, a full refund will be issued within 14 days, using the original payment method.

6. Delivery Timeframes

  • Delivery dates provided are estimates only

  • Delays may occur due to:

    • Production timelines

    • Logistics partners

    • Customs or force majeure

Delays do not constitute grounds for cancellation or refund once a batch is confirmed.

7. Defective or Damaged Goods

Your statutory rights remain unaffected.

If your Lumi product arrives:

  • Damaged

  • Defective

  • Not in conformity with the contract

You must notify us within 48 hours of delivery, including:

  • Order number

  • Clear photos or video evidence

After assessment, we will provide:

  • A replacement, or

  • A repair, or

  • Another appropriate solution

Refunds are only issued if legally required.

8. Exclusions

Refunds or replacements are not granted for:

  • Normal wear and tear

  • Improper use or damage caused by the customer

  • Personal preference or change of mind after batch confirmation

9. Acceptance of This Policy

By placing an order on the Lumi webshop, you confirm that you have:

  • Read this policy

  • Understood the pre-order and batch production model

  • Explicitly agreed to the loss of withdrawal rights once production starts

10. Contact

For questions or legal requests:
📧 hello@trustlumi.com
📍 Lumi is a brand and commercial activity operated by SBS.Trading.