Refund & Return Policy

Last updated: 22 August 2026 — applies to orders placed on lumstivo.store

We want you to be happy with your order. This policy explains your right to return items and how refunds work.

1. 14-day right of withdrawal

If you're an EU consumer, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. To meet the deadline, it's enough to send us your notice of withdrawal before the 14-day period expires.

To start a return, email us at Info@lumstivo.store with your order number. We'll confirm the return address and next steps — please don't send items back before hearing from us, as some products ship from different warehouses.

2. Condition of returned items

Items should be returned unused, in their original packaging where possible, with all accessories and labels attached. You may open and inspect the product as you would in a shop, but excessive use or damage may reduce the refund to reflect the reduced value.

3. Exceptions

In line with EU consumer law, the right of withdrawal does not apply to:

●        Sealed goods that were unsealed after delivery and are not suitable for return for health or hygiene reasons (e.g. items in direct contact with skin).

●        Goods made to your specifications or clearly personalised.

●        Goods that deteriorate or expire quickly.

4. Return shipping costs

You are responsible for the cost of returning items unless the item arrived faulty, damaged, or incorrect, in which case we cover return shipping. We recommend using a tracked service, as we can't issue a refund for items lost in transit back to us.

5. Refunds

Once we receive (or you provide proof of shipping) the returned item, we'll process your refund within 14 days, to your original payment method. Original standard shipping costs are refunded in full; if you chose an upgraded shipping option, we refund the equivalent of standard shipping.

6. Faulty, damaged, or incorrect items

If your order arrives damaged, faulty, or different from what you ordered, contact us at Info@lumstivo.store with photos within 14 days of delivery, and we'll arrange a free replacement, repair, or full refund, in line with your statutory warranty rights.

7. Exchanges

We currently don't offer direct exchanges — please return the original item for a refund and place a new order for the item you'd prefer.

8. Contact

Questions about a return or refund? Email Info@lumstivo.store with your order number and we'll help.