Terms & Conditions

LUMENE.COM TERMS & CONDITIONS 

7.6.2024

1 GENERAL 

Lumene.com is an online store maintained by Lumene Oy, Lasikuja 2, 02780 ESPOO, Finland business ID 2377940-8 (“Lumene”, “we” or “us”).

These Terms & Conditions apply to the customer’s (the “Customer” or “you”) use of the Lumene.com website (the “Service”), membership in the Lumene Loyalty Program and to all orders placed through the Service.

You must accept these Terms & Conditions to create an account and join the Lumene Loyalty Program or to place an order through the Service. By accepting these Terms & Conditions, you agree to be bound by them in their entirety.

Orders are subject to the Terms & Conditions in force at the time of the order available at Lumene.com. Lumene reserves the right to update the Terms & Conditions without prior notice. The Customer will be informed of the update by email or when the Customer logs in to their account at Lumene.com (registered customers) and/or the next time the Customer purchases products through the Service.

Lumene may at its sole discretion terminate, modify, limit or suspend the Lumene Loyalty Program at any time due to changes to applicable laws or changes in services (including new services) provided by Lumene. Unless the change is needed to reflect changes in applicable laws and regulations, any such change will take effect after 30 days from the date on which you have been informed of such change either through your account page, on Lumene.com, via email or via a combination thereof. If you do not accept the changes, you have the right to cancel your membership.

For information on how we process personal data shared with us by our website visitors and online store users, such as you, or which we collect automatically when you use our website or online store, please read our Privacy Notice.

If you have any questions or complaints, please contact us through the contact form or by email hei@lumene.com.

2 ORDERING FROM LUMENE.COM

The agreement between Lumene and the Customer is deemed concluded when Lumene has confirmed the Customer’s order placed through the Service, and the Customer has received an order confirmation from Lumene by email. The Customer has the right to cancel the order until it has received the order confirmation. Upon placement of an order, the payment is pre-authorised by the payment service provider, and we take payment for the price and delivery costs when we dispatch the products to you.

Although registration to the Service is possible, placing an order through the Service does not require registration. If you register to the Service, the agreement is deemed concluded upon completed registration.

Children under 18 years old are not permitted to place orders or join the Loyalty Program without the consent of a guardian. Lumene retains the right to refrain from selling products to children under 18 years old.

Sometimes Lumene rejects orders, this may occur for example if it has been unable to pre-authorise the payment, the products are unavailable or there has been a mistake regarding the pricing or description of the products. If this happens, we will let you know and return any payments made in respect of the order.

The product’s price is the price indicated in the Service at the time of order (which includes VAT). Delivery costs determined by the chosen delivery method will be added to the product’s price at checkout. You may be required to pay duty, VAT, or customs charges on your purchase.

In the event a product ordered is temporarily out of stock and it cannot be delivered at the time agreed between the Customer and Lumene (or in the absence of such agreement within 30 days of Lumene confirming the order) or replaced by another product acceptable by the Customer, the order shall not be processed further and Lumene will automatically refund the product’s price (including delivery charges) to the Customer.

Lumene has the right to cancel an order in case the price indicated at the Service clearly differs from the market price due to a pricing error.

All orders are subject to availability. Lumene cannot guarantee that any product will be available at any given time. In certain circumstances beyond our reasonable control, for example where there has been a change in law, Lumene may need to stop selling certain products. If this happens and it affects a customer’s order, Lumene will notify the Customer by email, cancel the order and provide the Customer with a full refund (including any delivery charges) if payment has already been taken.

In some cases, it may be necessary for Lumene to change a product or these terms. Where this is the case (unless the change is needed to reflect changes in applicable laws and regulations) Lumene will let the Customer know about the change and give the Customer the right to end the agreement.

3 DELIVERY OPTIONS 

The available delivery options depend on your location. Please visit our Delivery & Returns page for further information on delivery times, cost and options.

Lumene reserves the right to change the method of delivery after the confirmation of the order if the selected method of delivery becomes unavailable due to reasons beyond Lumene’s control. The Customer will not be charged for any additional costs due to changes in the method of delivery.

When the package is to be collected from a certain point of delivery, the Customer must collect it within the time period specified in the notice of arrival.

Upon collection of the delivery, please check the condition of the package for possible damages. In case the package has been damaged during the transport, please report the damage immediately at the point of collection. After making the damage report, where the products have been damaged, please contact us to agree on a new delivery or arrange a refund. 

 4 PAYMENT OPTIONS

You may choose from the available payment options specified below:

  • Credit and debit card
  • Apple & Google Pay
  • Klarna

Payment by cash on delivery is not an available option.

5 WITHDRAWAL AND RETURNS

You have the right to cancel the agreement within 14 days from receiving the product(s) by informing us you wish to cancel. You can do this using the contact form or by emailing us at hei@lumene.com.

The right to cancel does not apply to any products that have a protective or hygiene seal if that seal has been broken.

If you have already received the product(s) they must be returned within 14 days from the date when you informed us of your intention to cancel the agreement. The deadline is still met if you send the products back before the 14-day period has expired.

The product(s) must be returned in new unused condition and to the extent possible in the original packaging.

Lumene will pay the return costs for product returns in the United Kingdom if the product(s) are returned within the 14 days’ period. Please note that in case you return the product(s) from another country, you must return the product(s) at your own cost.

If the product you received is broken or defective, please refer to section 7 (Defects, Missing or Wrong Products and Support) below.

6 RETURN OF PAYMENTS

We will return all payments received from you (including basic delivery costs but not any additional delivery costs resulting from you choosing a delivery method different from the most affordable standard method offered by us) without undue delay and within 14 days of you telling us you wish to cancel the agreement.

We may, however, refrain from returning the payments until we have received the returned product(s) or you have demonstrated the return of the product(s), whichever is earlier.

We may make a deduction from the refund amount if you have handled the product in a way that has diminished the value of the product, if such handling was beyond what is necessary to establish the nature, characteristics and functioning of the products.

Please store all documents related to the return carefully until you have received confirmation on the receipt of the returned product(s) from us.

The payments will be returned by using the same payment method you have used in the original transaction unless you separately accept another method. The return of payments will not incur any costs to you.

7 DEFECTS AND MISSING OR WRONG PRODUCTS AND SUPPORT

The products that Lumene supply to you must be as described, fit for purpose and of satisfactory quality. Lumene is under a legal duty to supply products that are in conformity with its agreement with the Customer.

In some cases, it is possible that the product(s) you ordered were not available at the warehouse. We do not send such missing orders to you afterwards. However, in all situations, you will only be billed for the product(s) we send you from the warehouse and which are detailed in the packing list describing the content of the package.

In case we have sent you the wrong product(s), please contact our customer service immediately. We will process such mistakes at the earliest opportunity and send you the right products as soon as possible.

In case the product received by you is wrong, broken or defective or you have been billed for a product you did not receive, please contact us without undue delay. Where the product received by you is wrong, broken or defective a refund or exchange will be offered. You must send any wrong, broken or defective products to Lumene. Please contact us to arrange the free of charge return. In all matters relating to orders from Lumene.com (including complaints), you can reach us by using the contact form or by email at hei@lumene.com.

Lumene will be responsible for losses you suffer which are caused by Lumene breaking its agreement with you unless the loss is:

  • Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted the order meant we should have expected it (so, in the law, the loss was unforeseeable).
  • Caused by a delaying event outside our control. As long as we have taken the steps set out in the section 10 Events Beyond our Control.
  • Something you could have avoided by taking reasonable action.
  • A business loss. It relates to your using the product for the purposes of your trade, business, craft or profession.

8 PROMOTIONAL DISCOUNTS AND SPECIAL OFFERS

All promotional discounts and special offers at Lumene.com, including rewards and benefits offered under the Lumene Loyalty Program, are subject to special terms and conditions available from time to time at the campaign information page at Lumene.com. Prior product prices are indicated in connection with each discount and offer.

All promotional discounts and special offers are valid for a limited time.

Promotional discounts and special offers may be limited to specific products featured at Lumene.com. Promotional discounts may be redeemed only once, and only one promotional discount may be redeemed per order. Promotional discounts must be redeemed before the order is confirmed and cannot be applied to the purchase after Lumene has sent the order confirmation. Promotional discounts are non-transferable, not for resale, and not redeemable for cash.

9 LUMENE LOYALTY PROGRAM

Membership in the Lumene Loyalty Program is free of charge and no purchase is necessary to become a member. By creating an account in the Service, you will automatically join the Loyalty Program and agree to receive email communications related to the Loyalty Program.

By joining the membership, you will be able to earn points to qualify to different tiers, where you can receive benefits such as discounts, special offers, early access to sales and product launches and much more, as offered by Lumene from time to time. You will find more information about current offers at Lumene.com.

Earning Points

You will earn points

  • from all purchases made through the Service: 1 point per £1 spend
  • by recommending Lumene.com to a friend: By sharing a personal recommendation link with a friend, your friend will receive a £5 discount, and if they complete the purchase through the recommendation link, you will receive 100 points for the recommendation
  • by performing other point awarding activities as communicated from time to time by Lumene, such as submitting product reviews, following Lumene on social media or by adding your birthday to your account to receive a birthday reward

The points earned on a purchase of a product will be deducted from the points balance in your account if you decide to return the product.

All earned points will be valid for a period of twelve (12) months from the date when they were earned, after which they will expire.

All earned points are personal and cannot be transferred to another person or member.

Tiers

The Loyalty Program includes three tiers:

  • By joining the Loyalty Program, you will enter the first Luminous Start tier, and the points you earn count toward the second tier.
  • After minimum £150 spend, you will automatically qualify to the second Arctic Light tier with additional benefits, including an entry reward of 25 points. The points you earn on the second tier accrue with a 1.25x points multiplier and count toward the third tier.
  • After minimum £220 spend, you will automatically qualify to the third Nordic Glow tier with further additional benefits, including an entry reward of 50 points. The points you earn on the third tier accrue with a 1.5x points multiplier.

Once you have qualified to the second or third tier, the earned tier level will remain in effect for twelve (12) months from the date when you qualified to the tier or until the date when you qualify to the next tier, where applicable. If during the twelve (12) month period you do not accumulate sufficient points to maintain the earned tier level, you will return to the first tier.

Rewards

By earning points, you are entitled to rewards as may be updated by Lumene from time to time. By earning

  • 200 points, you will receive a £10 discount voucher (applicable to a purchase with a £30 minimum spend)
  • 300 points, you will receive a £15 discount voucher (applicable to a purchase with a £45 minimum spend)
  • 400 points, you will receive a £20 discount voucher (applicable to a purchase with a £60 minimum spend)
  • 500 points, you will receive a £25 discount voucher (applicable to a purchase with a £75 minimum spend)

Each discount voucher will be issued to your account after the point-limit has been reached. The discount vouchers are valid for a limited time and may be limited to specific products featured at Lumene.com. The discount vouchers may be redeemed only once, and only one discount voucher may be redeemed per order. The discount voucher must be redeemed before the order is confirmed and cannot be applied to the purchase after Lumene has sent the order confirmation. The discount vouchers are non-transferable, not for resale, and not redeemable for cash. The discount vouchers cannot be combined with other offers or discounts.

Other conditions

This Lumene Loyalty Program is a national program applicable in the UK and limited to purchases made online at uk.lumene.com. You can only earn points by making purchases as a logged in member, or by performing other point awarding activities in the UK as communicated from time to time by Lumene.

You may cancel your membership at any time by using the contact form or by email at hei@lumene.com. If you cancel your membership, any points which remain in your account will be forfeited.

Any violation of the Lumene Loyalty Program rules, proven or probable fraud, non-compliance with these Terms & Conditions, inactivity on the account, provision of incorrect data or any act detrimental to Lumene’s interests may lead to termination of and/or affect your ability to participate in the Loyalty Program. If your participation in the program is cancelled, all points that remain in your account will automatically expire.

10 EVENTS BEYOND OUR CONTROL

Lumene is not liable to you for any delays or failures on its part which result from circumstances beyond Lumene’s reasonable control, such as delays caused by the actions of a logistics operator. Lumene will inform the Customer of the force majeure event without undue delay and do what we can to reduce the delay. If there is likely to be a substantial delay the Customer may end the agreement.

11 SERVICE AND MATERIALS AT LUMENE.COM

Lumene retains all rights to the information and materials displayed in the Service. Copying materials (text, pictures, prices etc.) from the Service without Lumene’s permission is not allowed. The materials are intended only for the purposes of reviewing Lumene’s products and making a purchase decision. In particular, the information displayed or any images in the Service cannot be used in any other (online) service or otherwise.

The Service may include links to websites maintained by third parties. Lumene is not responsible for the contents of such websites. Linking to pages other than the main page of the Service is allowed only on Lumene’s prior consent.

The product reviews available at the Service have not been verified by Lumene and Lumene is not responsible on the content or accuracy of such reviews.

12 DISPUTE RESOLUTION

In case there is an issue relating to the product or service, you should primarily contact Lumene customer service in Finland through email: lumene.info@lumene.com. Please note that while our customer service is offered free of charge, meaning it does not include any premiums or revenue generating elements, calling Finland from UK (international call) may include additional costs. Therefore, we always recommend using our email address for getting in touch with us, which is free of any additional costs. All disagreements and disputes shall primarily be resolved through negotiations. In case a disagreement arising from the agreement cannot be resolved through negotiations between the parties, claims can be brought through applicable courts. The courts in the part of the United Kingdom where the Customer lives will have non-exclusive jurisdiction to deal with such claims.