Refund policy

Return and Refund Policy

We want customers to be happy with their Lumo purchase. If you need to return an item, please contact us first at returns@lumofires.com before sending anything back.

Online Returns and Cooling-Off Period

If you buy online, you normally have 14 days from the date you receive your goods to tell us that you wish to cancel your order. This is your online cooling-off period.

After you tell us you wish to cancel, you must return the goods to us without undue delay and no later than 14 days after notifying us.

Return Condition

To be eligible for a return, the item must be unused, uninstalled, in its original packaging and in resaleable condition.

All accessories, remotes, manuals, fixing kits and packaging materials must be included.

Items that have been installed, used, damaged, altered, marked, or returned without original packaging may not be eligible for a full refund.

Return Shipping

Customers are responsible for the cost and safe return of unwanted items unless the product is faulty, damaged on arrival or supplied incorrectly.

For returns from outside Ireland, customers may also be responsible for any return courier charges, customs paperwork, duties, taxes, import charges or local fees that apply, unless the product is faulty, damaged on arrival or supplied incorrectly.

Electric fires are large and fragile products, so we recommend using a suitable insured courier service. We cannot accept responsibility for items damaged or lost during return shipping.

Damaged or Faulty Items

If your item arrives damaged or faulty, please contact us as soon as possible at returns@lumofires.com with your order number, photos of the packaging and photos or videos showing the issue.

Where a product is confirmed as faulty, damaged on arrival or supplied incorrectly, we will arrange a suitable resolution. This may include replacement parts, repair, replacement product or refund, depending on the issue.

Refunds

Once your return is received and inspected, we will notify you if the refund has been approved.

Approved refunds will be processed back to the original payment method.

Refunds are normally processed without undue delay after the returned goods have been received and inspected, or as otherwise required by applicable consumer law.

Original standard delivery charges, where charged, will be refunded where required by law. Any upgraded, express, international, special delivery or additional delivery service costs may not be refundable unless the item is faulty, damaged on arrival or supplied incorrectly.

Pre-Orders

Pre-orders can usually be cancelled before dispatch.

Once a pre-order has been dispatched, the normal returns process applies.

Installation Responsibility

Customers are responsible for checking product dimensions, recess depth, opening size, wall suitability, electrical requirements and installation instructions before ordering or installing a product.

If a product has been installed, modified or damaged during installation, it may not be eligible for return unless it is faulty.

How to Request a Return

Email returns@lumofires.com with your order number and reason for return. Please wait for return instructions before sending the item back.

This policy does not affect your statutory consumer rights.