Returns & Exchanges

How to arrange a return

We want you to feel comfortable with your Lumi order. For physical Lumi products, you have 30 days after receipt to tell us you would like to return your purchase. You do not need to give a reason for changing your mind.

1. Within 30 calendar days after delivery, send a clear return or cancellation notice to hello@trustlumi.com or through our contact form. Include your name and enough information to identify your order. The model form below is optional.
2. Send the goods back within 14 calendar days after notifying us. The deadline is met when you send them within that period; you do not need to wait for a return authorisation to exercise your statutory rights.
3. Pack the items carefully and keep proof of posting. Send them to SBS.Trading, Bredestraat 81, 9041 Oostakker, Belgium.

For a change-of-mind return, you pay the direct return postage cost. This applies throughout Lumi’s 30-day return period. It does not apply to necessary return costs for faulty or incorrect goods, which are handled under your legal remedies.

Withdraw from your purchase online

Use the form below to send your withdrawal or return notice. You do not need an account or a reason. Submitting the notice records your decision; it does not itself issue a refund. Keep the acknowledgement for your records and follow the return instructions above if you have already received the goods.

Refunds

We refund the returned purchase using the original payment method, unless you expressly agree to another method that does not cost you extra. For cancellation of the whole order, the refund includes any standard outbound delivery charge you paid; any additional amount for a more expensive delivery option is not included.

Refunds are made without unnecessary delay and no later than 14 days after your cancellation notice. For goods, we may wait until we receive the return or you provide evidence of sending it back, whichever happens first.

Pre-orders and your legal withdrawal right

You may also tell us that you wish to cancel before receiving your pre-order. A standard Lumi product does not lose its statutory withdrawal protection simply because it is sold on pre-order.

For ordinary goods bought online, the statutory withdrawal period is 14 calendar days after you or your nominated recipient, other than the carrier, receives the goods. For one order delivered in separate parts, it starts on receipt of the final item. Lumi extends the change-of-mind notification period for physical products to 30 days after receipt. This extra time does not replace or restrict your legal rights.

Faulty, damaged or incorrect goods

Email hello@trustlumi.com with your order details and a description of the problem. Photos can help us understand what happened, but this policy does not impose a 48-hour deadline that removes your legal rights.

New consumer goods have a two-year legal guarantee under Belgian law. Depending on the circumstances, you may be entitled to a repair or replacement without charge, or to a price reduction or refund under the applicable rules. The 30-day change-of-mind period does not limit this protection.

Exchanges and gift cards

If you would prefer an exchange, contact us so we can discuss the available options. You can still choose a refund where you are entitled to one. For a question about a digital gift card, contact us with its order details; your statutory cancellation rights remain applicable.

Optional model withdrawal form

Copy this text into an email or print it and send it to us if you wish to withdraw from a purchase. You can also use any other clear statement of your decision.

More information about the legal withdrawal right is available from FOD Economie.