Refund Policy

This Refund & Cancellation Policy applies to products supplied by Lumina Design Ltd through our website, by telephone, email, quotation or proforma invoice.

Please read this policy carefully before placing an order.

Made-to-order products

All roof lanterns, rooflights and related glazing products supplied by Lumina Design are made or allocated to order against the customer's chosen specification.

This includes products described on our website as “stock”, “stock size” or “special offer”.

The term stock is used to identify certain predefined sizes, colours or specifications that may benefit from a shorter lead time. It does not mean that the product is a standard retail item held for unrestricted resale or return.

Products may be manufactured or supplied specifically according to one or more of the following:

external kerb dimensions;
product size;
pane configuration;
frame colour;
internal/external colour combination;
glazing specification;
glass colour;
thermal performance; or
other selected product options.

Because these goods are supplied to the customer's specification, the normal consumer right to cancel a distance contract simply because the customer has changed their mind does not generally apply to goods made to the consumer's specifications or clearly personalised.

Before placing your order

Please check carefully:

all dimensions;
external kerb measurements;
pane configuration where applicable;
frame colour;
glazing specification;
glass colour;
delivery address; and
any other selected options.

If you are unsure about a measurement or specification, please contact Lumina Design before placing your order.

We are happy to help check the specification, but responsibility for measurements and selections supplied or confirmed by the customer remains with the customer unless otherwise agreed in writing.

Cancelling or changing an order

If you need to cancel or amend an order, contact us immediately.

Where manufacture or order processing has not yet commenced, we will make reasonable efforts to accommodate the requested change or cancellation.

However, once the product has been released for manufacture, ordered from the supplier, allocated to the customer's specification or otherwise committed to production, cancellation may no longer be possible.

Where an amendment is possible, any additional manufacturing, administration, transport or material costs resulting from the change may be payable by the customer.

We will advise you of any applicable cost before proceeding with an amendment.

Change-of-mind returns

Because our products are made or supplied to order against the customer's chosen specification, we do not normally accept returns where:

the customer changes their mind;
the product is no longer required;
the building project changes;
incorrect measurements were supplied by the customer;
the wrong colour, glazing option or specification was selected by the customer; or
the customer subsequently decides that a different product would be preferable.

This applies equally to products described as stock, stock size or special offer where the goods have been manufactured, allocated or supplied against the customer's order.

Faulty, damaged or incorrect goods

Your statutory rights are not affected by this policy.

Consumers are entitled to receive goods that conform to the contract, including goods that are of satisfactory quality, fit for an applicable purpose and as described.

If your goods arrive:

damaged;
faulty;
incomplete;
incorrectly manufactured; or
different from the specification confirmed on your order,

please contact us as soon as possible.

Please provide:

your name;
order or invoice number;
a description of the problem; and
clear photographs showing the issue.

Where relevant, we may ask you not to install the product until the issue has been assessed.

Damage in transit

Please inspect the packaging and goods as soon as reasonably possible following delivery.

If there is visible damage, please:

note the damage with the delivery driver where possible;
photograph the packaging before removing it;
photograph the damaged product or glass;
retain the packaging; and
contact Lumina Design promptly.

Please do not dispose of damaged components or packaging until we have confirmed how the claim will be handled.

Do not install visibly damaged or incorrect goods

If a product is visibly damaged, incorrectly sized or clearly different from the confirmed specification, please contact us before installation.

Installing or modifying a product after an obvious issue has been identified may make it more difficult to determine the cause of the problem or arrange an appropriate remedy.

This does not remove any statutory rights that cannot legally be restricted.

Resolution of valid claims

Where goods are confirmed to be faulty, damaged or incorrectly supplied, the appropriate remedy will depend on the circumstances and the customer's applicable legal rights.

This may include:

replacement of the affected component;
repair where appropriate;
replacement of the product;
a price reduction; or
a refund where legally required.

We will work with the relevant manufacturer or supplier where necessary to resolve the matter as quickly as reasonably possible.

Installation and consequential costs

Unless otherwise agreed, Lumina Design supplies products only and does not carry out installation.

Please check goods before committing to installation, specialist lifting equipment or associated building work.

Where a product issue arises, please contact us before arranging remedial work or replacement labour unless urgent action is reasonably necessary.

Any claim for consequential costs will be considered in accordance with the applicable contract and legal rights. Nothing in this policy excludes liability where it would be unlawful to do so.

Refunds

Where a refund is agreed or legally required, it will normally be made to the original payment method.

The timing of the refund will depend on the circumstances of the claim and whether goods need to be returned, inspected or collected.

We will provide instructions before any product is returned.

Please do not return large glazing products or roof components without contacting us first.

For cancellations, amendments, damage reports or refund enquiries:

Lumina Design Ltd
Telephone: 01656 630037
Email: sales@luminadesign.co.uk

Please include your order or invoice number wherever possible.