Order cancellation

For accepted standard-goods orders, Lumetra will confirm whether dispatch or procurement has begun and identify any lawful, reasonable charges for a voluntary cancellation. A customer’s statutory cancellation rights, including those applicable to qualifying internet or remote agreements, take precedence.

Cancellation of a custom order or installation contract is assessed against the approved scope, stage of procurement or fabrication, completed work, recoverable materials and applicable law. Lumetra will provide a written reconciliation where costs are deducted and return any balance lawfully due.

If Lumetra cannot fulfil an accepted order, it will notify the customer promptly, offer a mutually acceptable alternative where possible and otherwise provide the appropriate refund or remedy. Lumetra will not retain money for undelivered goods or unperformed services contrary to law.

Requests to change quantity, size, delivery address, finish or schedule should be submitted promptly. Changes are effective only once Lumetra confirms feasibility and any price or timing consequences in writing.