Returns and refunds policy
At Casa Lumeya, we want every customer to be able to order with confidence. If your order does not meet your expectations, you may request a return under the conditions set out below.
We have a return policy of 14 calendar days, which means that you have 14 days from receipt of your item to request a return.
To start a return, you can contact our team at: contact@casalumeya.com, stating your order number, the product concerned and the reason for your request.
Items sent back without first requesting a return from our customer service team will not be accepted.
If your return request is accepted, Casa Lumeya will email you the return address and the instructions needed to send the item back.
For a change-of-mind return or withdrawal, the customer is responsible for the return costs.
You can always contact us with any questions about returns at: contact@casalumeya.com.
Right of withdrawal
If you change your mind after your purchase, you may exercise your right of withdrawal within 14 calendar days from receipt of your order.
The right of withdrawal allows you to inspect the product as you would in a shop. The product must not be used beyond what is necessary to check its nature, characteristics and proper functioning.
The product must be returned complete and undamaged, with any accessories, instructions and protective elements, in suitable packaging that protects it during return transport.
The original packaging is strongly recommended. If it is no longer available, the customer must use sufficiently protective packaging to prevent damage during return transport.
If the returned product shows signs of excessive use, damage, missing parts or deterioration unrelated to a normal inspection of the product, Casa Lumeya reserves the right to deduct an amount from the refund to reflect the product’s loss in value.
Return costs
For a change-of-mind return or withdrawal, the customer is responsible for the direct return costs.
Once your return request has been approved, Casa Lumeya will provide the return address and the necessary instructions.
Depending on the product, supplier, logistics centre or warehouse associated with the order, the return address may be in Belgium, elsewhere in the European Union or outside the European Union.
For bulky, heavy or fragile products, or returns to a logistics centre outside the European Union, return costs may be higher. These costs remain the customer’s responsibility only for a change-of-mind return or withdrawal.
The customer is free to choose the carrier for the return, provided that the parcel is properly packaged and sent with a tracking number.
We strongly recommend keeping proof of shipment and a tracking number until the return has been fully processed.
Casa Lumeya cannot be held responsible for a returned parcel sent without tracking, sent to the wrong address, incomplete, damaged during return transport or lost by the carrier chosen by the customer.
For a product that is faulty, damaged on arrival, incorrect or non-conforming, Casa Lumeya will arrange an appropriate solution after our customer service team has verified the situation.
Depending on the circumstances, we may request photographs or videos, offer a repair directly, arrange a free replacement, send a spare part or request the return of the product if necessary to handle the case.
There is no restocking fee.
Specific return and refund conditions
Change-of-mind returns
If you change your mind after your purchase, you may request a return within 14 calendar days of receiving your order.
The product must be returned complete and undamaged, without signs of excessive use, with any accessories and in suitable packaging that protects it during transport.
In this case, you are responsible for the return costs.
The refund will be issued after receipt and inspection of the returned product, or after receipt of proof of return shipment if that proof is considered sufficient.
Faulty items
If you receive a faulty product, contact our customer service team as soon as possible, ideally within 48 hours of receipt or as soon as you notice the problem.
Please attach photographs or videos that clearly show the fault, together with your order number.
After verification, Casa Lumeya will prioritise a repair or free replacement of the product where this is possible and proportionate.
A refund may be considered if repair or replacement is impossible, disproportionate, unavailable or cannot be carried out within a reasonable time, in accordance with the applicable legal guarantee.
Items damaged on arrival
If the product arrives damaged, contact us as soon as possible, ideally within 48 hours of receipt.
Please send us photographs of the parcel, packaging, shipping label and damaged product so that we can properly assess the situation.
After verification, Casa Lumeya will arrange an appropriate solution if the damage is confirmed.
Depending on the case, we may offer a free replacement, repair, missing part or another solution consistent with the applicable legal guarantee.
Incorrect product received
If you receive a different product from the one ordered, contact us as soon as possible, ideally within 48 hours of receipt.
Please attach photographs of the product received and its packaging, together with your order number.
After verification, we will cover the return costs if a return is necessary and ensure that you receive the correct product.
Incomplete product or missing part
If your order is incomplete or a necessary part is missing, contact our customer service team at contact@casalumeya.com.
After verification, Casa Lumeya may offer to send the missing part, provide a partial or complete replacement, or offer another solution appropriate to the circumstances.
Product not received
If your product has never arrived, or tracking shows delivery but you have received nothing, contact us promptly so that we can open an investigation with the carrier.
If the parcel is confirmed lost or cannot be located, Casa Lumeya will offer a replacement or full refund.
In some cases, a written statement or additional information may be requested to complete the investigation with the carrier.
Cancellation after placing an order
You may request cancellation of your order as long as it has not yet been dispatched or passed to the logistics centre for processing.
If the order has already been dispatched, or is already at an advanced stage of preparation, cancellation cannot always be guaranteed. In this case, you will need to follow the returns procedure after receiving the product.
Policy for damaged, faulty or non-conforming items
If you receive an item that is damaged, faulty or non-conforming, contact our customer service team at contact@casalumeya.com as soon as possible, ideally within 48 hours, with a clear description of the problem and photographs or videos.
After reviewing your request, Casa Lumeya may offer, depending on the circumstances, a repair, a free replacement, a spare part or another solution consistent with the applicable legal guarantee.
Where replacement or repair can resolve the problem within a reasonable time and at no cost to the customer, that solution will be prioritised.
A refund may be considered if repair or replacement is impossible, disproportionate, unavailable or cannot be carried out within a reasonable time.
The legal guarantee does not cover damage caused by incorrect installation, misuse, product modification, impact, accidental breakage after receipt, lack of maintenance or use contrary to the product instructions.
Policy for undamaged items
You may return an undamaged and complete product within 14 calendar days of receiving it.
The product must be returned in suitable packaging to prevent damage during return transport. The original packaging is strongly recommended.
If the returned product shows signs of excessive use, damage, missing parts, deterioration or loss in value unrelated to a normal inspection of the product, Casa Lumeya reserves the right to deduct an amount from the refund.
This deduction will be assessed according to the condition of the returned product.
Personalised or made-to-order items
Personalised, made-to-order or specially adapted items produced to the customer’s specifications cannot be returned simply because of a change of mind, except in the event of a fault, damage on arrival or lack of conformity.
If you are unsure whether your product is eligible for return, contact us at contact@casalumeya.com before sending anything back.
Exchanges
Exchanges are accepted subject to availability of the desired product.
The quickest way to get what you want is to return the item you have and, once the return is accepted, place a new order for the new item.
For a faulty, damaged or non-conforming product, Casa Lumeya may offer a free replacement where possible.
Return address
Our after-sales service team will provide the return address once your return request has been approved.
Please contact support before sending anything back to obtain the necessary instructions.
Depending on the product, supplier, logistics centre or warehouse associated with your order, the return address may be in Belgium, elsewhere in the European Union or outside the European Union.
Any return sent to an address other than the one provided by our customer service team may be refused or left unprocessed.
Casa Lumeya cannot guarantee the processing of a return sent without prior authorisation, without a tracking number or to an incorrect address.
Timescales
- Return request deadline: returns must be requested within 14 calendar days of receiving the product.
- Deadline for sending your return: once your return request has been approved, the product must be sent back without undue delay and no later than 14 days after you communicated your withdrawal request, or in accordance with the instructions provided by our customer service team.
- Processing time: after receiving the return, our team will inspect the product to check its condition and compliance with the return conditions.
- Refund timescale: where a refund applies, it will be issued to the payment method used for the original purchase. Casa Lumeya may withhold the refund until the returned product has been received or you have provided proof of return shipment.
- Refund conditions: a refund may be approved if the product is returned complete, undamaged and in suitable packaging. For faulty, damaged, incorrect or non-conforming products, the solution will be determined after verification by our customer service team, in accordance with the applicable legal guarantee.
- Refund method: refunds are issued to the payment method used for the original purchase, unless otherwise agreed.
Customer’s responsibility when returning an item
For a change-of-mind return or withdrawal, the customer is responsible for properly packaging the product and choosing the carrier.
The parcel must be properly protected to prevent damage during return transport.
We recommend using a tracked delivery service and keeping proof of shipment until the return has been confirmed as processed.
A product returned damaged, incomplete or unusable because of inadequate packaging may be subject to a deduction from the refund.
Refusal of a return
Casa Lumeya may refuse a return in the following cases:
- the return was sent without a prior request to customer service;
- the 14-calendar-day deadline has passed;
- the product is returned incomplete;
- the product shows excessive use or deterioration unrelated to a normal inspection;
- the product was sent to an address other than the one provided by our customer service team;
- a personalised or made-to-order product is returned simply because of a change of mind;
- the return parcel is lost or delivered to the wrong address by the carrier chosen by the customer.
Legal guarantee
Products sold by Casa Lumeya benefit from the legal guarantee applicable to consumer goods.
In the event of a confirmed lack of conformity, Casa Lumeya will offer a solution consistent with the applicable regulations, including a repair, replacement, price reduction or refund where the legal conditions are met.
Repair or replacement will be prioritised where that solution is possible, proportionate and achievable within a reasonable time.
Refunds
Where a refund applies, it will be issued to the payment method used for the original purchase, unless otherwise agreed.
Casa Lumeya may withhold the refund until the returned product has been received or the customer has provided proof of return shipment.
If the return covers the entire order and a refund applies, any standard delivery charges paid when ordering will be refunded. Additional charges for express, priority or special delivery chosen by the customer will not be refunded beyond the cost of standard delivery.
The customer remains responsible for return costs for a change-of-mind return or withdrawal.
Contact us
If you have any questions about a return, refund, exchange or a product received damaged, you can contact our customer service team:
Email: contact@casalumeya.com
Telephone: +32 479 78 45 89
Contact page: Contact us
We respond to all enquiries within 24 working hours.
Business information
Trading name: Casa Lumeya
Legal form: Natural person
Telephone number: +32 479 78 45 89
Email: contact@casalumeya.com
Business status: Self-employed as a supplementary activity (Indépendant complémentaire)
Business activities: Non-specialised retail; retail sale of lighting equipment; retail sale of baby and childcare products; retail sale of household equipment
Customer service hours: Monday to Friday, 8 am to 6 pm; closed on Saturdays, Sundays and public holidays