Return Instructions
Need help with an item from Hans Lumiere? Follow the steps below. These instructions work alongside our Return & Refund Policy, which explains eligibility, cancellation rights, and refund deadlines.
1. Contact Us
Email sales@hanslumiere.com with your order number and the item you need help with.
Damaged, defective, or incorrect items: Contact us within 30 calendar days of delivery under our 30-day policy. Describe the problem and, where possible, attach photographs or video of the item, packaging, and shipping label. If you cannot provide images, contact us to discuss another way to assess the issue. Stop using an item that appears damaged or unsafe.
The 30-day period does not shorten any longer warranty or statutory rights.
Statutory change-of-mind cancellations: Where EU or UK distance-selling rights apply, you generally have 14 calendar days from the day after delivery to notify us of cancellation. You may also cancel before delivery. Special timing rules and legal exceptions are explained in our Return & Refund Policy. No reason, photographs, prior approval, or return authorization number is required to exercise a statutory cancellation right. Email us or send another clear cancellation statement using the contact details in that policy.
We do not offer voluntary change-of-mind returns where no applicable legal return right exists.
2. Obtain Return or Collection Instructions
We will explain whether you need to return the item and provide the appropriate return address, prepaid label, or collection arrangements.
For damaged, defective, or incorrectly supplied items, we will assess the issue and arrange a replacement or refund. In some cases, we may refund without requiring the item back.
Contact us promptly for return details. This step does not make a statutory cancellation dependent on our approval or extend any applicable return deadline. If you are approaching a deadline and have not heard from us, contact us again by email or telephone.
3. Check Who Pays Return Shipping
| Situation | Return arrangement |
|---|---|
| Damaged, defective, or incorrectly supplied item | Hans Lumiere provides a prepaid label or arranges collection at no cost to you. |
| Statutory change-of-mind return of an item that can normally be returned by post | You pay the direct return shipping cost, provided this responsibility was disclosed before purchase and applicable law permits it. |
| Statutory change-of-mind return of a bulky item that cannot normally be returned by post | Hans Lumiere arranges and pays for collection. |
| Another case where applicable law requires us to pay | Hans Lumiere pays. |
Free outbound shipping does not include free change-of-mind parcel returns. We do not charge a percentage-based return fee, cancellation fee, or restocking fee.
4. Pack the Item Securely
Use the original packaging where available, or suitable protective packaging. Include the relevant parts and accessories and an order reference so we can identify the return.
Missing original packaging does not, by itself, invalidate a faulty-goods claim. Opening packaging for reasonable inspection does not automatically result in a deduction for a statutory change-of-mind return. Any permitted deduction for excessive handling is explained in our Return & Refund Policy.
If an item is installed and cannot be removed safely, contact us to discuss arrangements before attempting removal.
5. Send the Parcel or Make It Available for Collection
If we provide a prepaid label, follow the accompanying carrier instructions. If you are paying for a postal return, send it to the specified return address and keep proof of posting. A tracked service is recommended.
For EU/UK statutory cancellations, send the goods back within 14 calendar days after notifying us, unless we arrange collection. For a collection, make the goods available at the agreed time and keep any collection receipt.
6. Receive Your Replacement or Refund
We will confirm the resolution and, for replacements, the estimated dispatch time. Replacements for damaged, defective, or incorrectly supplied items are shipped at no additional cost.
Refunds go to the original payment method. Store credit is used only with your agreement.
Our 30-day policy normally provides refunds within 14 business days after receipt and inspection, or after approval if no return is required. Earlier statutory deadlines take priority.
For EU/UK statutory cancellations, refunds are due without undue delay and within 14 calendar days after cancellation notice. Unless we have offered collection, reimbursement may be withheld until we receive the goods or evidence of return, whichever occurs first. Where we arrange collection, that withholding provision does not apply.
We will email you when your refund is issued. Your payment provider may take additional time to display the credit.
Contact
Hans Lumiere — Hans Retail LLC
Email: sales@hanslumiere.com
Telephone: +1 (848) 200-0049
These instructions do not limit mandatory consumer rights. See our Return & Refund Policy for complete terms and contact details.