Returns & cancellation

Version 26 October 2026. This page explains how to withdraw from (cancel) your order and send it back, what it costs and what to do if an item arrives damaged or wrong. The full rules are in articles 9 and 10 of our terms and conditions.

Your 14-day right of withdrawal

You have the right to withdraw from your order within 14 days without giving any reason (right of withdrawal, also called the cancellation right), under the EU Consumer Rights Directive (2011/83/EU) as implemented in Dutch law (Burgerlijk Wetboek art. 6:230o). The withdrawal period starts on the day after you, or a person you have named who is not the carrier, receive the item. If you order several items that are delivered separately, the period starts on the day after you receive the last item. After withdrawing, you have a further 14 days to send the item back.

How to register a return

Email support@lumasana.com with your order number and a clear statement that you are withdrawing from the contract. You may use the model withdrawal form at the bottom of this page, but you do not have to. We will confirm receipt by email and send you the return instructions.

Return address
Please register your return first (see above), then send the parcel to:
Lumasana, Zoutstraat 41, 5612 HW Eindhoven, Netherlands

Trying on and sending back

• You may unpack, inspect and try on the item as you would in a shop.
• Send the item back complete, with all labels and accessories, preferably in its original packaging.
• If you have used the item more than necessary to assess it, for example worn, washed or without labels, we may deduct the loss in value from the refund.

Costs and refund

• The cost of returning the item is yours, unless we state otherwise.
• We refund everything you paid, including the outbound delivery cost. If you chose a more expensive delivery method than our cheapest standard delivery, we only refund the cost of that standard delivery.
• We refund within 14 days of your withdrawal, using the same payment method you used.
• We may withhold the refund until we have received the item back or you have shown that you have sent it, whichever is earlier. Please keep your proof of postage.

Exceptions

The right of withdrawal does not apply to items supplied sealed for hygiene reasons, such as underwear or shapewear with a hygiene seal, if the seal has been broken after delivery. This only applies where relevant and where stated on the product page before you order.

Received a damaged or wrong item?

That is not a withdrawal; it falls under the statutory guarantee: an item must do what you can reasonably expect of it. Email us as soon as possible at support@lumasana.com, ideally with a photo. We will arrange a repair, replacement or refund; the cost of sending it back is then ours. If a defect appears within one year of delivery, we assume it was already there at delivery unless the contrary is shown. See also article 7 of our terms and conditions.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract. You can also send it by email to support@lumasana.com.

• To: Lumasana, Zoutstraat 41, 5612 HW Eindhoven, the Netherlands, support@lumasana.com
• I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following products:
• Order number:
• Ordered on (*) / received on (*):
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is notified on paper):
• Date:

(*) Delete as appropriate.

Company details

Trading name: LumasanaAddress: Zoutstraat 41, 5612 HW Eindhoven, NetherlandsChamber of Commerce (KvK): 95801537VAT ID: NL005174233B27Email: support@lumasana.com

See also: Terms & conditions · Privacy policy · Cookie Policy