Returns & refunds

If you are a private customer and your purchase is eligible for the right of withdrawal, you have 14 days from the date you receive your product to inform us of your decision to withdraw from the purchase, without having to provide a reason.

You must then return the product within 14 days of notifying us of your withdrawal.

Products made to your specifications or clearly personalised are excluded from the right of withdrawal.

Light fixtures that have been made to measure or clearly personalised according to your requirements cannot be returned or exchanged due to a change of mind.

This exclusion does not affect your statutory rights if the product is defective or does not match your order. In this case, please contact sav@lumitop.com.

You can inform us of your wish to return an item by emailing sav@lumitop.com, providing your order reference and details of the products concerned.

Then prepare your parcel and complete the return form, available on the “Return an Item” page. Include the completed form in your parcel, along with a copy of the delivery note, to help us identify and process your return.

No. The return form is used to identify your order and the items being returned. It is not a prepaid return shipping label.

For returns due to a change of mind, you are responsible for arranging and paying for return shipping with your chosen carrier.

If you change your mind or have made a mistake when selecting your product, return shipping costs are your responsibility, in accordance with the information provided before purchase.

If your product is damaged, defective or different from the item ordered, please contact sav@lumitop.com before sending it back. Our team will explain the appropriate return procedure and applicable shipping arrangements.

Return the light fixture with all its accessories, components and instructions. Carefully protect each part to prevent damage during transport.

We recommend using the original packaging and placing it inside an additional protective cardboard box. If you no longer have the original packaging, please contact our team for advice.

For Jieldé lamps, make sure to replace the original protective materials and ensure that the arms and reflectors cannot knock against each other during transport.

Please send your parcel to:

LUMITOP — SERVICE RETOUR
11, rue Basse Fontaine
67860 Boofzheim
France

If you have any questions, please contact us at sav@lumitop.com or call +33 3 69 81 49 43.

Large light fixtures or products delivered on a pallet require suitable transport arrangements based on their size, weight and fragility.

Please contact sav@lumitop.com before arranging your return to confirm the appropriate procedure.

Make sure the product is properly protected and transported under conditions offering a level of protection equivalent to that of the original shipment.

Choose a tracked shipping service and keep your tracking number and proof of postage until your return has been fully processed.

These documents allow you to monitor the progress of your parcel and provide proof of shipment if necessary.

If you exercise your right of withdrawal, your refund will be issued without undue delay and no later than 14 days after we have been informed of your decision.

However, we may withhold the refund until we have received the returned products or you have provided proof of their shipment, whichever occurs first.

We offer store credit to use towards a future purchase on Lumitop.

If you are exercising your statutory right of withdrawal, this option requires your express agreement.

If you prefer not to receive store credit, your refund will be issued using the same payment method as your original purchase, unless you expressly agree to another method that does not incur additional fees.

Please contact sav@lumitop.com, providing your order reference, details of the product you wish to return and the item you would like to receive instead.

Our team will explain the available options and the applicable procedure.

If your order has already been dispatched or delivered, return shipping costs are your responsibility when requesting an exchange due to a change of mind.

If your request concerns a defective, damaged or incorrectly supplied item, please contact our customer service team before arranging any return so we can explain the appropriate procedure and shipping arrangements.

Made-to-measure or clearly personalised products cannot be exchanged due to a change of mind.

Please contact our customer service team as soon as possible at sav@lumitop.com.

Include your order reference, a description of the issue and photos of the product, its packaging and the parcel's shipping label.

Keep the original packaging and wait for instructions from our team before arranging a return.

Business purchases are subject to specific terms and conditions.

Before requesting a return, please contact our team at sav@lumitop.com, providing your order reference and details of your situation.