LUMENE.COM TERMS & CONDITIONS
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”) and to all orders placed through the Service.
You must accept these Terms & Conditions to create an account 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.
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 on uk.lumene.com/pages/contact or by email firstname.lastname@example.org.
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.
Children under 18 years old are not permitted to place orders 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 contact.
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
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 available at uk.lumene.com/pages/contact or by emailing us at email@example.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 contract 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 available at uk.lumene.com/pages/contact or by email at firstname.lastname@example.org.
Lumene will be responsible for losses you suffer which are caused by Lumene breaking its contract 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 9 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 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 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 contract.
10 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.
11 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: email@example.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 is 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.