14-day returns
If your watch isn't right, you have 14 days from the day it's delivered to request a return. To be eligible, the watch must be unworn, undamaged and in its original packaging with all links, tags and accessories included.
How to start a return
- Email hello@lumisum.com with your order number and the reason for the return.
- We'll reply within one business day with the return address and instructions. Please don't send anything back before you hear from us — parcels sent to the wrong address can't be refunded.
- Post the watch back using a tracked service and send us the tracking number.
Return postage is paid by the customer unless the item arrived faulty, damaged or different from what you ordered — in those cases we cover it.
Refunds
Once your return is received and inspected we'll confirm by email and issue the refund to your original payment method within 5–10 business days. Your bank or card provider may take a few extra days to show it.
Damaged, faulty or wrong item
Please check your watch as soon as it arrives. If anything is wrong, email us within 48 hours of delivery with your order number and a couple of photos. We'll send a replacement straight away or refund you in full — whichever you prefer — and you won't need to return the original unless we ask.
Exchanges
Want a different colour? The quickest way is to return the original for a refund and place a new order, so the replacement isn't held up waiting for the return to arrive.
Cancellations
You can cancel for a full refund within 12 hours of ordering, as long as the order hasn't been dispatched. After that, please follow the return process above once it arrives.
Not returnable
Watches that have been worn, sized with links removed, scratched or returned without their original packaging can't be refunded. Gift cards are non-refundable.