Refund policy

Return and Refund Policy

Lumo Fires is a trading name of Luxury Fires Ireland Limited (company number 685669; VAT number IE3735498QH). To request a return, email hello@lumofires.com with your order number before sending goods.

Online cancellation right

If you buy online, you normally have 14 days from the day you receive the goods to tell us that you wish to cancel. After notifying us, you must return the goods without undue delay and no later than 14 days after that notification.

Return condition

You must take reasonable care of goods while they are in your possession. Please return the item with all accessories, remotes, manuals and fixing kits and, where reasonably possible, in its original packaging. Missing packaging or evidence of handling beyond what is necessary to establish the nature, characteristics and functioning of the goods may result in a deduction for diminished value; it does not automatically remove your statutory cancellation rights.

Goods that have been installed, altered, marked or damaged after delivery may be subject to a deduction for diminished value. This does not affect your rights where goods are faulty, damaged on arrival, misdescribed or supplied incorrectly.

Return shipping

You are responsible for the cost and safe return of unwanted goods unless the product is faulty, damaged on arrival, misdescribed or supplied incorrectly. Electric fires are large and fragile, so use a suitable insured courier and retain proof of sending.

Return address and process

Contact us first for return instructions. Unless we agree another address in writing, authorised returns should be sent to: Lumo Fires, Retail & Customer Service, Coach Road, Dean Street, Kilkenny, Co. Kilkenny, R95 DR52, Ireland. Phone: 087 376 9540. Please do not send goods to the registered office.

Damaged, faulty or incorrect goods

Contact hello@lumofires.com as soon as possible with your order number and appropriate photos or video. Where goods are confirmed faulty, damaged on arrival, misdescribed or supplied incorrectly, we will provide a remedy in accordance with applicable consumer law. Depending on the circumstances, this may include repair, replacement, replacement parts, a price reduction or refund.

Refunds

We will reimburse eligible cancelled orders without undue delay and no later than 14 days after we are informed of the cancellation. We may withhold reimbursement until we receive the goods back or you provide evidence that you sent them, whichever occurs first. Approved refunds are made to the original payment method unless otherwise agreed.

Where required by law, the refund includes the original standard delivery charge. Extra costs for an upgraded, express, international, special or additional delivery service are not refundable unless the goods are faulty, damaged on arrival, misdescribed or supplied incorrectly.

Pre-orders

Pre-orders can usually be cancelled before dispatch. Once dispatched, the normal returns process applies.

Before installation

Check product dimensions, recess depth, opening size, wall suitability, electrical requirements and installation instructions before installation. Installation or modification may affect the value of a return but does not remove statutory rights for faulty or misdescribed goods.

Business details

Luxury Fires Ireland Limited, registered office: 19 Saint John’s Road, Lakeside, Kilkenny, Co. Kilkenny, R95 R6P3, Ireland.

This policy does not affect your statutory consumer rights.