Refund policy

Right of withdrawal (ångerrätt) If you are a consumer in the EU, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason. This right follows from the Swedish Distance Contracts Act (distansavtalslagen 2005:59) and the EU Consumer Rights Directive. The 14-day period begins the day you, or someone you nominate, physically takes possession of the goods. How to withdraw Tell us before the 14 days expire. A clear statement is enough — email lumoinfoq@gmail.com with your order number and that you wish to withdraw. You may also use the standard withdrawal form published by the Swedish Consumer Agency (Konsumentverket), but you are not obliged to. Sending the goods back without telling us first is not a valid withdrawal notice. Returning the goods Send the item back within 14 days of telling us you are withdrawing. Return address: Dymlingsgränd 9, 12930 Hägersten. You pay the cost of returning the item. We recommend a tracked service — until the parcel reaches us, it is your responsibility. Condition of returned goods You may handle and inspect the item as you would in a shop. If it has been used or handled more than is necessary to establish its nature and characteristics, we may deduct an amount reflecting the reduction in its value. Your refund We refund within 14 days of receiving your withdrawal notice, using the same payment method you used. We may withhold the refund until we have received the goods back, or until you have supplied proof that you have sent them. The refund includes the standard delivery cost you originally paid. If you chose a more expensive delivery option, we refund the standard cost only. Faulty or incorrect items The right of withdrawal is separate from your rights when something is wrong with the goods. Under the Swedish Consumer Sales Act (konsumentköplagen), you may complain about a fault for up to three years from delivery. A fault that appears within the first two years is presumed to have existed at delivery unless shown otherwise. If your item arrives damaged, faulty, or is not what you ordered, email lumoinfoq@gmail.com with your order number and a photograph. We cover return shipping in these cases and will repair, replace or refund. Disputes If we cannot resolve a complaint, you may refer the matter free of charge to the Swedish National Board for Consumer Disputes (Allmänna reklamationsnämnden, ARN) at arn.se, or use the European Commission's online dispute resolution platform at ec.europa.eu/odr. We follow ARN's recommendations.