Returns & Refunds Policy

Every Lumo Lamp is laser-cut and engraved to order in our Lincolnshire workshop. Because of that, our returns policy is a little different from an off-the-shelf shop, so please read it before ordering.

Personalised items

Lamps that have been personalised with a name, number, date or message are made specifically for you and cannot be returned or exchanged unless they are faulty, damaged in transit, or we have made an error with the engraving. Please double-check spelling before you place your order – we engrave exactly what is typed into the personalisation box.

Non-personalised items

If you change your mind about a non-personalised lamp, you can return it within 14 days of delivery, provided it is unused, in its original condition and in the original packaging with the base, remote, cable and leaflet included. Items that have been used, marked or damaged cannot be accepted.

Return postage is the customer’s responsibility, and we recommend using a tracked service as we cannot refund items that do not reach us. Once we receive and check the item we will refund the purchase price to your original payment method within 14 days. Original delivery charges are not refunded.

Faulty or damaged items

If your lamp arrives damaged, stops working, or the engraving is not what you ordered, contact us within 14 days of delivery with a photo of the problem. We will replace it free of charge or, if you prefer, issue a full refund including delivery. This applies to personalised and non-personalised items alike. Your statutory rights under the Consumer Rights Act 2015 are not affected.

How to return an item

Please do not post anything back to us without contacting us first. Fill in the contact form with your order number and the reason for the return, and we will reply with return instructions and the address within two working days.

Cancelling an order

Personalised lamps go into production quickly. If you need to cancel or change a personalised order, contact us as soon as possible – once the acrylic has been engraved we are unable to cancel. Non-personalised orders can be cancelled at any time before dispatch.

Lumo Lamps is a trading name of Wolds Workshop Ltd, Unit 1–2 Merlin Court, Coldham Road, Coningsby, Lincolnshire.