Statutory rights
Nothing in this policy removes a customer’s rights where goods are defective, not as described, not of reasonably merchantable quality, or where a transaction is lawfully cancelled. Such claims will be assessed under applicable law regardless of packaging condition or a promotional label.
Change-of-mind returns
For correctly supplied, standard stocked goods, Lumetra may accept a voluntary change-of-mind return requested within seven calendar days of delivery, provided the product is unused, complete, in resaleable condition and supported by proof of purchase. This is a discretionary commercial benefit, separate from statutory rights. Return transport and reasonable disclosed handling charges may apply to voluntary returns only.
Products not ordinarily eligible for voluntary returns
Cut-to-size boards, edge-banded panels, fabricated countertops, made-to-measure glass, opened consumables, special-import goods and items manufactured to approved specifications are not ordinarily eligible for change-of-mind returns once processing or procurement has begun. This restriction does not apply to defects, incorrect supply or other non-excludable legal remedies.
Claims and assessment
Customers should contact Lumetra with order details, description of the issue and available photographs. Lumetra may arrange inspection or collection where reasonably required. Customers should not install visibly damaged products without notifying Lumetra, where doing so would make the cause of damage difficult to establish.
Remedies and timing
Where a valid claim is established, Lumetra will provide the remedy required by law, which may include repair, replacement, refund or other appropriate relief. Approved refunds will be returned through a secure, traceable channel as soon as reasonably practicable, with the expected processing time communicated in writing. Lumetra will not make statutory remedies conditional on acceptance of store credit.
Have a question?
For a project-specific question or policy request, contact Lumetra directly and our team will help route your enquiry.
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