Returns & Refund Policy

1. Overview

At LUMA Pools Ltd, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer returns and refunds in line with your rights under UK consumer law.

This policy applies to all purchases made through our website www.lumapools.co.uk and forms part of our Terms and Conditions of Sale.

2. Returns Eligibility

You may return most unused and unopened items within 14 days of receiving your order for a refund or exchange.

To be eligible for a return

1. Items must be unused, uninstalled, and in their original packaging.
2. A valid proof of purchase (such as your order number or invoice) must be provided.
3. Returns must be requested within 14 days of delivery.

Please note:

1. Custom-made, special-order, or personalised products cannot be returned unless they are faulty or damaged.
2. For hygiene and safety reasons, certain consumables (e.g. chemicals or open water treatment products) are non-returnable once opened.

3. How to Return an Item

To start a return, please contact our customer service team at enquiries@lumapools.co.uk with the following details:

1. Your full name and order number
2. The item(s) you wish to return
3. The reason for the return

Once your return is approved, we will provide instructions and a return address. Please ensure all items are securely packaged to prevent damage in transit.

Unless the item is faulty or incorrect, return shipping costs are the customer’s responsibility.

4. Refunds

Once we receive and inspect your returned item, we will notify you of the refund approval.

Approved refunds will be processed to your original payment method within 5–10 business days.

We reserve the right to make deductions if returned goods show signs of use, damage, or are not in resalable condition.

5. Faulty or Damaged Goods

If an item arrives damaged or develops a fault within a reasonable period, please contact us immediately at enquiries@lumapools.co.uk with photographs and details of the issue.

We will arrange a replacement, repair, or refund as appropriate.

6. Exchanges

If you would like to exchange an item, please contact us to check stock availability. Replacement items will be dispatched once your return is received and processed.

7. Contact Us

For any questions regarding returns, refunds, or exchanges, please contact our team:

📧 Email: enquiries@lumapools.co.uk

📞 Phone: 01902 288905

🌐 Website: www.lumapools.co.uk

LUMA Pools Ltd
Registered in England & Wales
Company Registration No: 16696422