Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your clock to request a return.

To be eligible for a return, the clock must be unused, in the same condition in which you received it, and in its complete original packaging: both the inner box and the outer shipping box. You’ll also need your order number or proof of purchase.

To start a return, contact us at info@lumosclock.com. Please note that returns need to be sent to the following address: Veldmaterstraat 50, 7482 TC Haaksbergen, the Netherlands.

Once we have confirmed your return, you send the clock back yourself. The return shipping costs are paid by you; we recommend a tracked service. Items sent back to us without first requesting a return will not be accepted.

You can always contact us with any return question at info@lumosclock.com.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the clock is defective or damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.

Personalised clocks
Clocks with an engraving, logo or custom text are made to order especially for you and cannot be returned. This does not affect your rights if the clock turns out to be defective: the 2-year warranty applies to personalised clocks as well.

Exchanges
The fastest way to get the clock you want is to return the one you have and, once the return is accepted, place a separate order for the new one.

European Union 14-day cooling-off period
Notwithstanding the above, if the goods are shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, the clock must be unused, in the same condition in which you received it, and in its complete original packaging (inner and outer box). You’ll also need your order number or proof of purchase. This right does not apply to personalised clocks.

Refunds
We will notify you once we’ve received and inspected your return, and let you know whether the refund has been approved. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we approved your return, please contact us at info@lumosclock.com.