Refund policy

Last updated: 4 November 2026

We offer 30-day free returns on eligible purchases made directly from lumabookv.com, including the LUMBV Retro Handset. To request a change-of-mind return, tell us within 30 calendar days of delivery. This offer is in addition to your legal rights if an item is faulty, damaged, incorrect or not as described.

Start a return

Email support@lumabookv.com with your order number or other proof of purchase, the checkout email address and the items you want to return. A reason is optional for a change-of-mind return. For a product problem, describe the fault; photos or video are helpful where practical.

We will explain the next steps, the correct return address and the return-postage arrangements. LUMBV covers the return shipping cost for eligible 30-day returns. Please contact us before sending a parcel so we can arrange the return correctly. Do not treat our business correspondence address or a parcel's sender address as an automatic return address.

Condition and packaging

You may open and examine the item as you reasonably would in a shop. Return the handset and the accessories actually supplied with your order, packed securely. Use the original packaging if you still have it; its absence alone does not remove your statutory rights.

Damage caused by misuse or handling beyond what is reasonably needed to check the item may affect a change-of-mind refund only to the extent permitted by law. These conditions do not exclude a claim for a fault or an item that was not as described.

Faulty, damaged, incorrect or missing items

Contact us as soon as you discover a problem. There is no blanket seven-day reporting deadline that removes your legal rights. We will investigate and provide the repair, replacement, refund or other remedy required by applicable law. Eligible quality-related return and replacement shipping costs are covered by LUMBV. See Warranty Support for our additional 12-month limited warranty.

Refunds

Refunds are issued to the original payment method. Our usual refund-processing time is 3–7 business days after we receive the returned goods; any shorter deadline required by applicable law takes priority. Your bank or payment provider may take additional time to display the credit.

For a valid UK statutory cancellation, we refund within 14 calendar days after receiving the goods or evidence that you have sent them back, whichever is earlier. The refund includes the standard outbound delivery charge where the law requires it; any extra amount paid for an upgraded delivery service may not be refundable.

Bundles and promotional purchases

Bundle purchases are covered by this policy. Refunds reflect the amount actually paid on the original order, including applicable discounts. For a partial return, tell us which handsets you wish to return so we can explain the refund amount before you send them back. Your statutory rights continue to apply.

Cancelling an order

Email us as soon as possible if you want to cancel or correct an order. We dispatch paid orders on the same day, so a parcel may already be with the carrier when we receive your request. If it has not been dispatched, we will cancel and refund the order. If it has been dispatched, we will explain how to return it. This does not remove any statutory right to cancel after dispatch.

UK and EU distance-selling cancellation rights

Where these rights apply, you may notify us that you are cancelling a standard online goods order within 14 calendar days after delivery, without giving a reason, and have a further 14 days to send the goods back. You can cancel by a clear statement emailed to support@lumabookv.com; you do not have to use a particular form. Our 30-day offer does not shorten those rights.

Optional cancellation notice: “To LUMBV Limited, 5 South Charlotte Street, Edinburgh, EH2 4AN, United Kingdom, support@lumabookv.com: I give notice that I cancel my contract for the following goods: [goods/order number]. Ordered on: [date]. Received on: [date]. Customer name and address: [details]. Date: [date].” A signature is needed only if sent on paper.

Nothing in this policy limits your rights under applicable consumer law. The 30-day return offer and 12-month commercial warranty are additional benefits, not the time limit for all legal claims.

Related information: Shipping & Delivery · Contact Information.