Refund policy

Return & Refund Policy

At LUMA HOME, we want you to be happy with your furniture. Please read this policy carefully before ordering.

Check your delivery

Furniture is bulky and occasionally gets knocked in transit. Please inspect your item before signing for it. If you see visible damage, note it on the delivery paperwork and tell the driver.

Damaged, defective or incorrect items

If your order arrives damaged, defective, or is not what you ordered, contact us within 48 hours of delivery.

Please send:

Your order number
Clear photos of the damage or fault, and a photo of the packaging it arrived in
A short description of the problem

A video of the unboxing is genuinely helpful and speeds up your claim, especially where the outer packaging looks intact. It is not required.

If your claim is approved we will, at our option, repair the item, send a replacement part, replace the item, or refund you. We cover all shipping costs on approved damage claims.

Change of mind

If you simply change your mind, you may request a return within 14 days of delivery, provided the item is:

Unused and unassembled
In its original packaging with all parts, hardware and manuals
In resalable condition

For change-of-mind returns:

You are responsible for return shipping
A restocking fee of up to 20% may apply to large items
Original delivery charges are not refunded

Please be realistic before ordering — measure your space and check the dimensions on the product page. Furniture is expensive to move twice.

Items we cannot accept back

Mattresses, box springs and futon mattresses once the packaging has been opened. This is a hygiene requirement and applies even if the item is unused.
Items that have been assembled, installed, modified or used
Items damaged after delivery through misuse, improper assembly, or normal wear
Items missing original packaging, parts or hardware
Clearance, floor model or final sale items, where marked
Requests made more than 14 days after delivery

Delivery access

If an item cannot be delivered because it will not fit through your doors, hallway, stairwell or elevator, or because access is unsafe or blocked, this is treated as a change-of-mind return and return charges apply. Dimensions are listed on every product page — please measure first.

Getting a return approved

Do not ship anything back before contacting us. Unauthorised returns may be refused. Once approved, we will send you return instructions.

Refunds

Once we receive and inspect the item, we will let you know the outcome. Approved refunds go back to your original payment method. Your bank or card issuer may take several business days to post it.

If a returned item arrives in a condition that does not meet this policy, we may reduce the refund or decline it.