Refund & Returns Policy
Last updated: 28 June 2026
We want you to love your order. This policy explains your right to return items and how refunds work, in line with EU and Spanish consumer law.
Your 14-day right of withdrawal
As a consumer in the EU, you have the right to withdraw from your purchase within 14 days, counted from the day after you (or someone you nominate) receive the goods — and, for orders delivered in several shipments, from the day after the last item arrives. You can withdraw for any reason and without giving a justification. This right applies to our products, including our made-to-order mugs and merchandise: these are standard catalogue designs and are not personalised to your specification, so the right of withdrawal applies in full.
How to return an item
Tell us within the 14-day period by emailing admin@luminokbrand.com with your order number. You may use the model withdrawal form below, but it is not obligatory. We will then send you return instructions; after you notify us, you have a further 14 days to send the item back.
Free returns
Returns are free for you. We provide the return instructions and cover the cost of return shipping — you pay nothing to send an item back.
Your refund
Once you notify us, we refund the full amount you paid, including the original standard delivery cost, within 14 days. We may withhold the refund until we have received the goods back, or until you supply evidence that you have sent them back, whichever is earliest. Refunds are made to your original payment method.
Condition of returned items
Please return items in their original condition. You are only responsible for any reduction in an item's value resulting from handling beyond what is necessary to check its nature and characteristics.
Damaged or defective items
If your item arrives damaged, defective, or misprinted, email us within 30 days with a photo and we will arrange a free replacement or a refund at no cost to you. This is separate from the 14-day withdrawal right and does not affect your statutory legal guarantee of conformity, which lasts up to 3 years under Spanish law.
Model withdrawal form
To Carlos Raimundo (admin@luminokbrand.com): I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: [describe the item]. Ordered on / received on: [date]. Name: [your name]. Address: [your address]. Date: [date].
Contact
Questions about returns? Email us at admin@luminokbrand.com.