Refund policy

Lumann Returns Policy

Not happy with your order? You can return it within 14 days. Here is how it works.

14-day withdrawal period

You have 14 days from the day you receive your order to let us know, without giving a reason, that you want to return it. After that, you have another 14 days to send the product back to us.

This also applies to products bought with a discount.

Opening and inspecting

You may open the box to inspect the puzzle, just as you would in a shop.

If you have pressed out or removed parts, or have already started building, we may deduct the loss of value from the amount we refund.

How to return a product

  1. Email us at info@lumann.nl with your name, order number, order date and the product you want to return. You can also use the model form below.
  2. We will reply within 48 hours with further instructions.
  3. Send the product to our return address:

Lumann
Marconiweg 8B
4691 SV Tholen
the Netherlands

Return costs

You pay the cost of returning the product. We recommend using a tracked shipping service, as you are responsible for the parcel until it reaches us.

Refunds

We refund the purchase price within 14 days of you telling us you want to return the product, using the same payment method you used for your order. We may wait to refund until we have received the product or until you can show that you have sent it back.

Damaged or incorrect product

Did your puzzle arrive damaged, are parts missing, or did you receive a different product than you ordered? Let us know as soon as possible at info@lumann.nl and include photos.

You will then receive a new product, the missing parts or a refund. In this case, we pay the shipping and return costs.

Exchanges

Would you like a different puzzle? Return the first one as described above and place a new order.

Questions

If you have any questions about returns, email us at info@lumann.nl or call +31 6 31 975 369 (Monday to Friday, 08:00 to 22:00).

Thank you for shopping with Lumann.

Model withdrawal form

Only complete and return this form if you wish to withdraw from the contract.

To: Lumann (Excellent Transport VOF), Grote Maagdenstraat 59, 4524 ER Sluis, the Netherlands, info@lumann.nl

I/We* hereby give notice that I/we* withdraw from my/our* contract of sale of the following goods:

  • Product(s):
  • Ordered on*/received on*:
  • Order number:
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature of consumer(s) (only if this form is submitted on paper):
  • Date:

*Delete as appropriate.