Refund Policy
A legal disclaimer
Last updated: 17/02/2026
At Lumino Glassware, we are committed to providing high-quality products and excellent service. If you are not completely satisfied with your purchase, please review our policy below.
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1. Returns – Consumer Orders (Online Purchases)
Under the UK Consumer Contracts Regulations, you have the right to cancel your order before receiving your goods.
You then have a further 14 days to return the items to us.
Return Conditions:
• Items must be unused and in their original condition.
• Items must be returned in their original packaging.
• Goods must be securely packaged to prevent damage during transit.
• Proof of purchase is required.
Return Shipping:
Returns must be arranged by the customer using their own chosen courier.
Return shipping costs are the responsibility of the customer.
We strongly recommend using a tracked and insured service, as we cannot be held responsible for items lost or damaged in transit.
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2. Damaged or Faulty Items
If your order arrives damaged or faulty:
• You must notify us within 48 hours of delivery
• Please provide clear photographs of the damage and packaging
• Do not dispose of the packaging until the issue is resolved
Where items are confirmed faulty or damaged on arrival, we will:
• Offer a replacement, or
• Provide a full refund, including standard delivery costs where applicable
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3. Exchanges
We do not offer automatic exchanges through the website checkout process.
However:
• Businesses (B2B customers) may contact us directly to arrange an exchange and collection.
• Exchange requests are subject to approval.
• Collection and re-delivery costs may apply unless otherwise agreed in writing.
To request an exchange, please email:
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4. Non-Returnable Items
We cannot accept returns for:
• Used items
• Items returned damaged due to improper packaging
• Custom or special-order products (unless faulty)
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5. Refund Process
Once we receive and inspect your return:
• Refunds will be processed within 5–10 working days
• Refunds will be issued to the original payment method
• Original delivery costs are non-refundable unless the item is faulty
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6. Business (B2B) Orders
Business orders are not automatically covered under consumer cancellation rights.
Returns, exchanges, or collections for business customers must be arranged directly with us in writing.
We reserve the right to:
• Approve or decline returns
• Apply restocking fees where applicable
• Deduct collection or handling charges
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7. Contact Us
For all return or exchange enquiries:
Lumino Glassware