Return & Refund Policy

Hans Lumiere is operated by Hans Retail LLC. This policy explains our 30-day support for damaged, defective, or incorrectly supplied items and the cancellation rights that may apply to other purchases.

1. Damaged, Defective or Incorrect Items

Contact us within 30 calendar days of delivery if your item arrives damaged, is defective, or differs from what you ordered. After assessing the issue, we will arrange a replacement or refund for the affected item.

Hans Lumiere pays any necessary return shipping for these claims. We will provide a prepaid return label or arrange collection. Replacements are supplied and shipped at no additional cost. If a suitable replacement is unavailable, we will arrange a refund.

This 30-day policy does not shorten any applicable warranty or statutory rights, including rights relating to faults discovered later.

2. Requesting Assistance

Email sales@hanslumiere.com with your order number, the affected item, and a description of the issue. Where possible, include photographs or video of the problem and photographs of the packaging and shipping label.

If you cannot provide photographs or video, contact us to discuss another way to assess the issue. Stop using an item that appears damaged or unsafe.

We will explain whether a return is necessary and provide instructions. In some cases, we may issue a refund without requiring the item back.

3. Change-of-Mind Returns

We do not offer voluntary returns for a change of mind, customer selection errors, or an item that does not fit the intended space, except where applicable law provides a cancellation or return right.

This restriction does not apply if we supplied the wrong item or our description was inaccurate.

EU and UK statutory cancellation

Where EU or UK distance-selling rules apply, you generally have 14 calendar days from the day after delivery to notify us that you are cancelling, without giving a reason. You may also cancel before delivery. For goods from one order delivered separately, the period generally starts after the last item arrives. Any legally required extension applies.

Email your cancellation to sales@hanslumiere.com or send another clear cancellation statement to our contact address below. You do not need prior approval or a return authorization number to exercise a statutory cancellation right.

Unless we arrange collection, send the goods back within 14 calendar days after notifying us.

Who pays for a change-of-mind return?

Return type	Responsibility
Goods that can normally be returned by post	The customer pays the direct return shipping cost, provided this responsibility was disclosed before purchase and applicable law allows it.
Bulky or heavy goods that cannot normally be returned by post and require freight or special collection	Hans Lumiere arranges and pays for collection. Contact us to arrange it.
Cases where the law requires the seller 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.

Custom-made products

Statutory change-of-mind exceptions may apply to genuinely personalized goods or goods made to a customer's individual specifications. Ordering a standard catalog product from a supplier after purchase does not, by itself, make it custom-made.

Rights concerning faulty or incorrectly supplied goods remain unaffected.

4. Returning and Handling Goods

Contact us promptly for the appropriate return address or collection arrangements. This does not make a statutory cancellation dependent on our approval.

Pack goods securely, using their original packaging where available or suitable protective packaging. Keep proof of posting when sending a parcel. For collections, make the goods available at the agreed time.

For statutory change-of-mind returns, you may inspect goods as you reasonably would in a shop. Where legally permitted, we may deduct an amount reflecting actual diminished value caused by handling beyond what is necessary to establish their nature, characteristics, and functioning. No automatic deduction applies simply because packaging was opened for inspection.

Missing original packaging does not, by itself, invalidate a faulty-goods claim. Our voluntary policy does not cover damage caused by misuse, incorrect installation, or customer modifications; this does not exclude unrelated defects or mandatory rights.

5. Refunds

Refunds are issued to the original payment method. Store credit is used only with your agreement.

For damaged, defective, or incorrectly supplied items, we refund the amount paid for the affected item, including applicable taxes charged for it. We do not deduct our original shipping costs or the return shipping costs we cover.

Refunds under our 30-day policy are normally processed within 14 business days after receipt and inspection, or after approval if no return is required. Any earlier statutory deadline takes priority.

For EU/UK statutory cancellations, we reimburse the payments due, including any refundable standard delivery charge, without undue delay and within 14 calendar days after cancellation notice. Unless we have offered collection, reimbursement may be withheld until the goods or evidence of return are received, whichever comes first. Where we arrange collection, that withholding provision does not apply.

We will notify you when the refund is issued. Your payment provider may require additional time to display it.

6. Your Statutory Rights

Nothing in this policy limits mandatory consumer rights. Any longer claim period, additional remedy, or more favorable protection required by applicable law takes precedence.

7. Contact

Hans Lumiere — Hans Retail LLC
Email: sales@hanslumiere.com
Telephone: +1 (848) 200-0049
Business correspondence: 7901 4th St N STE 300, St. Petersburg, FL 33702, USA

Please contact us for the appropriate goods-return address.

Optional cancellation form

To: Hans Retail LLC, at the email or business correspondence address above.

I give notice that I cancel my purchase of the following goods:

• Goods / order number:

• Order date:

• Date received:

• Customer name:

• Customer address:

• Date:

• Signature (only if submitted on paper):

You may use this form or any other clear cancellation statement.