Returns
You can easily register your return request with us via our return portal. You can log in with your order number and e-mail address and then you can indicate which products you want to return. You can immediately download the return label.
Please note: do not report defects via the returns portal. Please send us an email at [email protected].
We offer a 50 day period if you wish to return your purchase. This period will begin on the first day after the delivery of the order. During these 50 days, you may view, evaluate and assess the item as you would in a shop unless otherwise stated. Items may be returned, provided they are complete and in their original condition and packaging where reasonably possible.
If the product is damaged, soiled or incomplete after use, you are responsible for the diminished value of the item, which will be deducted from your refund as a percentage.
This right of withdrawal does not apply to products that have been manufactured to the consumer's specifications, are clearly of a personal nature, are perishable, are subject to fluctuations in value on the financial market beyond the control of the trader, individual newspapers or magazines, audio and video recordings and computer software whose seal has been broken by the consumer.
To take advantage of the withdrawal period, you must indicate your intention to return the item within 30 days. You will get a return label from us for free which you can use to return your order. We will refund the full purchase price (including any shipping costs incurred during shipment) as soon as possible, again within 14 days, via the same account as the original purchase payment. Please see our terms and conditions for more information.
Return requests can be submitted by reporting the return of your order in your account. If you did not create an account when you placed your order, you can still do so now. When creating your account, using the same email address you used to place your order will link the purchase to your account. You can then follow the following steps:
1) Log in
2) Select "My Orders".
3) Select "View" to see the details of your order.
4) The overview of the respective order is now displayed. Select "Return items" below.
5) You will have to answer several questions on the next page.
6) Select "Send" to submit your return request.
7) Contact us at [email protected] with your order number, to receive your shipping label.
As soon as we receive your package, we will send you a confirmation. In this message, we will ask you to indicate your preference between refunding the purchase price or receiving an alternative product, in the "reply" space.
You can also submit your return request by email: [email protected] or by phone: +31 85 773 1906, or simply by sending a message online. We will then process the return.
Orders can be returned to the following address
LumenXL c/o Montapacking B.V.
Euregioweg 277
7534 SM Enschede
The Netherlands
It is important to clearly indicate that the package is a return. If possible, it is best to include the original delivery note with an indication of the items being returned. You can cross out the items you are not returning. If you no longer have the delivery note, your name and order number will suffice. We ask that you record the track and trace code of your return shipment.
Upon receipt of your email, we will respond to you on the same business day so that you know we are monitoring the arrival of your return package.
As an alternative to the above options, you can print and include the following withdrawal form: Consumer Withdrawal Form. You can also create a similar form and stick it to the packaging.