Standard products
For standard, non-customised products, cancellation requests may be considered before dispatch at Lumenloop's discretion.
Where a cancellation is approved, it may be subject to a restocking fee of between 10% and 25% of the total order value. This reflects handling, inspection, administration and logistics costs.
Custom, bespoke and special orders
Where products are customised, configured or manufactured to order, including non-standard sizes, finishes, outputs, optics, emergency functions, controls or any variation from standard specification, orders are non-cancellable once design, procurement or manufacture has commenced.
Where cancellation is agreed at Lumenloop's sole discretion, it may be subject to a cancellation or restocking fee of between 25% and 50% of the total order value. This reflects costs incurred in design, engineering, sourcing and production.
Discretion
Lumenloop reserves the right, at its sole discretion, to reduce or waive any applicable cancellation or restocking fees on a case-by-case basis, without creating any obligation to do so in future cases.
Returns
Lumenloop does not accept returns of bespoke, customised or made-to-order products unless faulty.
Returns of standard products may only be accepted with prior written approval and remain subject to restocking fees, return shipping costs and inspection upon receipt.
Faulty or damaged goods
Faulty or damaged goods must be reported within a reasonable timeframe. Where a valid claim is confirmed, Lumenloop will repair, replace or refund in accordance with applicable UK law.
Nothing in this policy limits statutory rights.
How to raise a return or cancellation request
Email info@lumenloop.co.uk with the order reference, product images, reason for the request and any relevant photographs or delivery documentation.