Refund policy
At Lumen & Co., we want our customers to shop with confidence and transparency. This policy explains how returns, exchanges and refunds are handled for our menswear products.
1. Return Window
We offer a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To help speed up the process, we recommend contacting us within 7 days of receiving your order, especially if the item is damaged, incorrect, missing or defective.
2. Return Eligibility
To be eligible for a return, the item must be:
- Unused;
- Unwashed;
- Unworn, except for trying it on indoors;
- In the same condition as received;
- In its original packaging, where applicable;
- With all original tags, labels, accessories, protective bags and brand packaging included;
- Free from stains, odours, marks, pet hair, damage or signs of wear;
- Accompanied by proof of purchase.
Items returned without prior return approval will not be accepted.
3. Non-Returnable Items
We cannot accept returns for items that have been:
- Worn beyond trying on;
- Washed;
- Altered, tailored or modified;
- Damaged by the customer;
- Returned without original tags or labels;
- Returned incomplete;
- Returned with stains, odours, perfume, deodorant marks, pet hair or signs of use.
We also do not accept returns for:
- Gift cards;
- Personalised or customised items;
- Final sale items, where clearly marked;
- Items that have decreased in value due to customer handling, use, poor storage or damage.
Sale items may only be returned where required by applicable law or if the item is defective, incorrect or damaged upon arrival.
4. Damaged, Incorrect or Defective Items
Please inspect your order as soon as you receive it.
If your item is defective, damaged, incorrect, missing or has another issue, please contact us immediately, preferably within 48 hours and no later than 7 days after delivery.
To review the case, we may require:
- Your order number;
- A photo of the shipping label or waybill;
- A photo of the full shipping box or parcel with the shipping label attached;
- Photos or videos of the affected item;
- A clear description of the issue.
Please do not discard the original parcel, packaging, shipping label, product tags or item packaging, as these may be required for investigation by the supplier or shipping carrier.
If only the external shipping box or parcel is damaged but the item itself is not damaged and remains usable, this may not qualify as a damaged product claim.
5. Size, Fit and Colour Differences
We make every effort to display our products as accurately as possible. However, colours may vary slightly depending on lighting, photography, screen settings or production batches.
Sizing may also vary slightly between styles, cuts, fabrics and suppliers. We recommend checking the size guide before placing your order.
A size or fit issue may be eligible for return only if the item meets all return eligibility conditions listed in this policy.
6. Product and Packaging Differences
Product packaging, labels, images, colours, finishes or minor design details may occasionally vary due to supplier updates, batch differences or manufacturer changes.
Such differences do not necessarily qualify as a defect or wrong item, provided the product received is equivalent, wearable and consistent with the product purchased.
In some cases, products may be shipped without individual outer boxes or premium packaging due to supplier availability, shipping method or logistics conditions.
7. Customer Remorse Returns
Returns due to change of mind, incorrect size selection, incorrect item selection, personal preference or customer remorse may be accepted only if the product meets all return eligibility conditions.
In these cases, the customer may be responsible for:
- Original shipping costs;
- Return shipping costs;
- Customs duties;
- Import taxes;
- Carrier fees;
- Storage fees;
- Any additional fees charged by the carrier, supplier or logistics provider.
We do not provide prepaid return labels unless stated otherwise or required by applicable law.
8. Return Approval Process
To start a return, contact us at:
with the subject line:
Return Request - Order #[ORDER NUMBER]
Please do not send your item back without receiving return instructions from us.
Once your return is received and inspected, we will notify you whether your refund has been approved or rejected.
9. Refunds
Refunds are only processed after the returned item has been received, inspected and approved.
If approved, your refund will be issued automatically to your original payment method.
Please note that it may take additional time for your bank, card provider or payment provider to process and post the refund.
Shipping costs, customs duties, import taxes, carrier fees and other related charges may not be refundable, unless required by applicable law or unless the issue was caused by an error on our side.
10. Exchanges
Exchanges may be offered depending on stock availability.
If you need a different size, colour or style, please contact us at:
In some cases, the fastest option may be to return the original item and place a new order.
Items requested for exchange must meet the same eligibility conditions as returns.
11. Return Not Received
If the returned product is not received by the supplier, warehouse or return address within the required timeframe, the refund may be refused.
If a return is caused by customer-related delivery issues and the product does not return safely, Lumen & Co. may be unable to issue a refund.
12. Customer Responsibility
The customer is responsible for ensuring that returned items are packaged securely and shipped using a reliable service.
We recommend using a tracked shipping method, as we cannot guarantee refunds for returns that are lost, delayed or damaged during return transit.