Terms & conditions

These are the general terms and conditions of the Lumasana online shop (lumasana.com). Version 26 October 2026. They apply to all orders placed from that date.

Article 1 – The online shop

1.1 These are the general terms and conditions of Lumasana, the registered trading name of the sole proprietorship of I. Ismailey, established in the Netherlands. Our full company details:

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

1.2 In these terms we use the following definitions:

• Consumer: the Customer who places an order for purposes outside their trade, business or profession.
• Right of withdrawal: the right of a Consumer to cancel a distance contract within the cooling-off period without giving any reason (Article 6:230o of the Dutch Civil Code).
• Customer: anyone, including a company or other legal entity, who enters into a Contract with the Online Shop.
• Contract: any agreement between the Online Shop and the Customer for the purchase of products via lumasana.com.
• Online Shop: Lumasana, as named in Article 1.1.

1.3 “We”, “us” and “our” refer to the Online Shop. “You” and “your” refer to the Customer.

Article 2 – Applicability

2.1 These terms apply to every offer made by the Online Shop and to every Contract. The Customer’s own terms do not apply unless we have accepted them in writing.

2.2 If any provision of these terms is void or is annulled, the remaining provisions continue to apply. The invalid provision will be replaced by an arrangement that comes as close as possible to the purpose of the original provision.

2.3 If the Contract contains something different from these terms, the Contract prevails. Deviations from these terms apply only if we have confirmed them expressly and in writing.

Article 3 – Offers

3.1 Every offer on lumasana.com is without obligation. If an offer states a period, you can only accept it within that period. An offer cannot be accepted in part.

3.2 We describe our products as accurately and completely as possible, with size charts in real body measurements and the expected delivery time per item. Images and videos give a true representation of the product. Colours may look slightly different on a screen than in reality; this is not a defect.

3.3 Obvious mistakes or errors in an offer, such as a typing error or a calculation error in the price, are not binding on us.

3.4 We do not post fake reviews and do not buy reviews. If we display customer reviews, we state whether the review comes from a verified purchase. We do not remove reviews because they are negative.

Article 4 – Performance of the Contract and delivery

4.1 The Contract is formed as soon as you accept the offer and meet the accompanying conditions. We confirm your order by email, at the latest on delivery, including the information required by law (Article 6:230m(1) of the Dutch Civil Code). As long as you have not received that confirmation, you may cancel the Contract.

4.2 We deliver as quickly as possible and at the latest within 30 days of your order, unless we have agreed a different delivery period with you. The expected delivery time is shown with each product and in your order confirmation: usually 4 to 6 working days for the Netherlands, 4 to 7 working days for Germany and 5 to 10 working days for Austria. Some items have a longer delivery time, which is then stated with the product. As soon as your parcel is on its way, you receive a track and trace code. If we do not deliver within 30 days, you may cancel the Contract free of charge. We will then refund you within 14 days.

4.3 We deliver to the address you provided when ordering. We deliver in the Netherlands, Germany and Austria. We may refuse orders with a delivery address in another country, without you being entitled to compensation.

4.4 We work with suppliers and carriers. Some of our items are shipped directly from our supplier’s warehouse, including from countries outside the Netherlands or outside the European Union. This does not change your rights: you buy from Lumasana and we are your point of contact. The risk of loss or damage during delivery lies with us until the parcel has been delivered to you or to a person designated by you.

4.5 You ensure that we have the correct information in time, such as a complete delivery address and a working email address. If this information is missing, we may suspend performance of the Contract until we have received it.

Article 5 – Prices

5.1 All prices on lumasana.com are in euros and include VAT. Delivery costs are stated separately and are always shown before you place your order. Orders of € 50 or more are delivered free of charge; below that you pay € 4.95 delivery costs. The price you see at checkout is the full amount you pay us. For Customers who are not Consumers, prices are exclusive of VAT unless stated otherwise.

5.2 We do not use variable prices that depend on fluctuations in the financial market. Discounts and was/now prices are genuine: for a discount we state the lowest price of the 30 days before the discount.

5.3 Within 3 months after the Contract is concluded, we only increase the price if a change in law or regulations makes this necessary, for example a different VAT rate.

5.4 If we nevertheless increase the price after the Contract is concluded, you as a Consumer may cancel the Contract. A Customer who is not a Consumer may only do so if the increase exceeds 5%, unless we bear the difference.

Article 6 – Payment

6.1 You pay for your order at checkout, using one of the payment methods we offer there. As a Consumer you are never obliged to pay more than 50% of the price in advance. If you yourself choose a payment method that settles the full amount immediately, as most online payment methods do, that is your own choice. If we offer payment afterwards or on invoice, you pay within 14 days of the invoice date.

6.2 If you as a Consumer do not pay on time, we first send you a reminder giving you at least 14 days to pay. If you still do not pay after that, you are in default. From that moment we may charge statutory interest and extrajudicial collection costs. These collection costs are at least € 40 and amount to 15% of the first € 2,500, 10% of the next € 2,500, 5% of the next € 5,000, 1% of the next € 190,000 and 0.5% of the remainder.

6.3 A Customer who is not a Consumer may not set off or suspend a payment. If this Customer does not pay within the payment term, they are in default immediately and owe statutory commercial interest without a reminder being required.

6.4 A payment is first applied to the interest and costs due and then to the oldest outstanding invoices.

6.5 If a Customer is declared bankrupt, is granted a suspension of payments or their business is liquidated, all their obligations to us become immediately due and payable.

Article 7 – Guarantees

7.1 We guarantee that the products conform to the Contract: to the description on the product page, such as size, colour and material, to reasonable requirements of soundness and usability, and to the legal rules applicable on the day of delivery. This is the statutory guarantee (conformity). With a Customer who is not a Consumer we may agree otherwise.

7.2 An additional guarantee from us or from a manufacturer never limits your statutory rights as a Consumer.

7.3 If a product is damaged on receipt or is not what you ordered, please report this as soon as possible via support@lumasana.com, preferably with a photo. We will then arrange a suitable solution: repair, replacement or refund.

Article 8 – Intellectual property rights

8.1 All intellectual property rights in lumasana.com and in our offers, texts, product photos, videos, designs and the Lumasana brand remain with us or our licensors. You may view them for your own personal use only. Copying, distributing or publishing them is not permitted without our written consent.

Article 9 – Right of withdrawal

9.1 As a Consumer you have a 14-day cooling-off period for a distance purchase. During that period you may cancel the Contract without giving any reason. The cooling-off period starts on the day after you, or a person designated by you who is not the carrier, received the product. If you ordered several products in one order that are delivered separately, the cooling-off period starts on the day after you received the last product.

9.2 You withdraw by sending us a clear statement within the cooling-off period, preferably by email to support@lumasana.com quoting your order number. You may use the model withdrawal form attached to these terms, but this is not compulsory. We confirm receipt of your withdrawal by email and send you the return instructions and the return address.

9.3 If we have not informed you of your Right of withdrawal in advance, the cooling-off period is extended until 14 days after we have provided that information, up to a maximum of 12 months after the end of the original cooling-off period.

9.4 During the cooling-off period you handle the product and its packaging with care. You may unpack and try on the product as you would in a shop, to judge whether it fits and suits you. Return the product to us within 14 days of your withdrawal, complete, with all labels and accessories and as far as possible in the original packaging. The cost of returning the item is yours unless we state otherwise. If the product has decreased in value because you used it more than was necessary to assess it, for example because it has been worn, washed or damaged, or because labels are missing, we may deduct that decrease in value from the amount to be refunded.

9.5 After your withdrawal we refund all payments we have received from you, including the delivery costs. If you chose a more expensive delivery method than our cheapest standard delivery, we only refund the cost of that standard delivery. We refund without undue delay and in any event within 14 days of the day on which we received your withdrawal, using the same payment method you used to pay, unless we expressly agree otherwise with you. You will not be charged any fees for this refund. We may withhold the refund until we have received the product back or until you have provided proof that you have sent it, whichever comes first.

9.6 You are responsible for withdrawing on time and in the correct manner and for the product reaching us well packaged. Please keep your proof of postage.

9.7 More information about returns can be found on the page Returns & cancellation.

Article 10 – Exclusion of the right of withdrawal

10.1 A Customer who is not a Consumer has no Right of withdrawal.

10.2 The Right of withdrawal does not apply to:

• products made to your specifications or clearly personalised for you;
• products delivered sealed for reasons of hygiene or health protection, such as underwear, shapewear or swimwear with a hygiene sticker or seal, if the seal has been broken after delivery.

10.3 If an exclusion applies to a product, this is clearly stated on the product page before you order.

Article 11 – Termination

11.1 Lumasana does not sell subscriptions and does not enter into contracts for a fixed or indefinite period. An order is a one-off purchase. This article therefore does not apply; Articles 4, 5 and 9 govern the cancellation of a purchase.

Article 12 – Personal data

12.1 We process your personal data in accordance with the General Data Protection Regulation (GDPR) and only insofar as necessary to fulfil your order, for our customer service and for our legal obligations. How we do this, how long we keep data and what rights you have, such as access, rectification and erasure, is explained in our privacy policy.

Article 13 – Complaints

13.1 Do you have a complaint about a product or our service? Let us know via support@lumasana.com, with your order number and a clear description of the complaint. Please do this as soon as possible and in any case within 2 months after you discovered the defect.

13.2 We respond within 14 days of receiving your complaint. If we need more time, we will let you know within those 14 days when you can expect a substantive answer.

13.3 If we cannot resolve the matter together, you may submit the dispute to the competent court (see Article 14). We are not affiliated with a dispute resolution body and are not obliged to take part in proceedings before such a body.

Article 14 – Applicable law and competent court

14.1 Dutch law applies to every offer, every Contract and these terms.

14.2 Disputes are submitted to the competent court of the District Court of Oost-Brabant (Eindhoven), unless mandatory law designates another court. If you as a Consumer live in a country other than the Netherlands, you also keep the protection of the mandatory consumer rules of the country where you live.

Annex 1 – 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.

See also: Privacy policy · Cookie Policy · Returns & cancellation