Refund & exchange policy

We do hope that you are happy with the item you received. If for some reason you are not, please get in touch with us immediately at [email protected] and send your full name, delivery address, and order number. Once we receive your email, we will contact you to arrange a refund or exchange of your item.

Please bear in mind: due to the made-to-order nature of our items, it is possible that the new item won’t be identical to the one you wish to exchange.

We accept refund and exchange requests within 14 days of receiving the item. If more than 14 days have passed since delivery, we can’t offer a refund or exchange.

To be eligible for a refund or exchange, your item must be unused, undamaged, and returned in its original packaging, including all accessories.

Once we receive and inspect your returned item (provided it is in the condition described above), you will be refunded the purchase price as soon as possible to the same credit/debit card you used to pay for your original order.

Please note that the refund may take a few days to process. This will depend on individual banking times.

Contract Withdrawal

You may exercise your right of withdrawal via our Contract Withdrawal page or through My Account – Withdrawal requests.

Refund Of Shipping Charges

In the case of a statutory withdrawal, we refund the product price and the cost of the standard outbound shipping option. Return shipping costs are the responsibility of the customer. Additional shipping services (express delivery, upgrades) are non-refundable. You will have to cover the cost of return shipping. For exchanges, you will also be charged the cost of shipping for the new item.

We are unable to offer a full refund or exchange for items that are not sent back to us unused, undamaged, and returned in their original packaging, and dispatched in a way that ensures the item does not suffer any further damage during shipping.

We reserve the right to reduce the amount of refund issued to reflect any reduction in the value of the returned goods. Unfortunately, we cannot be liable for any damage that may occur in transit, so it is advisable to ensure that any returned items are well-packaged and protected before sending.

Refund Or Exchange Of Damaged Products

We will do our best to ensure that your order arrives in perfect condition. However, occasional damage does occur during transit. If your order arrives damaged due to transport, please contact us within 3 days of delivery so we can arrange a return or replacement. If you discover a manufacturing defect after inspection, please contact us as soon as possible and we will work with you to resolve the issue. At this point we will offer you a refund or exchange depending on stock availability and agree on the cost of return postage.

Unfortunately, we are unable to refund any postage costs that have not been agreed upon in writing prior to sending.

Similarly, if you encounter any quality defects with your item(s) after receiving and inspecting them, please contact us at [email protected] and we will do our best to rectify the situation as quickly as possible.

Warranty

LUOOM products are covered by a 2-year limited warranty against defects in materials and workmanship under normal use and operating conditions, from the date of delivery.

The warranty does not cover damage resulting from misuse, dropping, impact, or modification. Damage to the power cable or switch resulting from misuse is not covered. Light bulbs are consumable items and are excluded from warranty under any circumstances.

To make a warranty claim, contact us at [email protected] with your order details and a description of the defect. Please retain your instruction manual for at least 2 years as it contains product identification information required for warranty claims.

This warranty does not affect your statutory rights under applicable consumer protection laws.

Refund Of Gifts

If the item was marked as a gift upon purchase and shipped directly to your address, you’ll receive gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift upon purchase or the person buying the gift had the order shipped to their address instead of yours, we will send a refund to the buyer and notify them about your returning the item.

Cancelling Your Order

If you wish to cancel your order, please email us as soon as possible at [email protected]. If the order has already been dispatched, you should follow the procedure above. Postage and shipping costs are nonrefundable.

Refunds For Items On Sale

Items purchased at a discounted price are subject to the same statutory right of withdrawal as regularly priced items.

Price reductions do not constitute a defect and are not grounds for additional refunds beyond the paid purchase price.

Consumable Items

Light bulbs are considered consumable items. We do not accept returns, refunds, or warranty claims for broken or used bulbs. However, if the lamp body, cable, switch, or plug arrives damaged or not functioning, please contact us and we will resolve the issue.

Return Address

Once you have contacted us in writing and we have accepted the return, please send your item(s) along with your full name, address and order number to the following address:

WiseMedia obrt/LUOOM
Milutina Baraca 60, 51000 Rijeka
Croatia

It is advisable to obtain proof of postage as we cannot be held responsible for any lost packages. In the unfortunate event that your package is lost and we do not receive the returned item, we will be unable to offer any refund or exchange.

When sending an item back to us, we strongly recommend using a trackable shipping method so you can track the status of your return shipment and be sure the items get returned to us.