Returns and Refunds

How to cancel an order, send it back and get a refund. The full conditions are in section 8 of our Terms and Conditions.

The short version

• You have 14 days from the day after delivery to change your mind, for any reason.
• Only unopened, still-sealed 5-packs can be returned as a change of mind. We do not sell single tubs, and we cannot take back opened packs, single tubs or part-packs.
• Faulty or wrong items can always be returned, and we pay the return postage.
• Refunds go back to your original payment method within 14 days of us receiving the goods or proof of posting.

Changing your mind

Under the Consumer Contracts Regulations 2013 you can cancel an online order within 14 days of the day after you receive it, without giving a reason. If your order arrives in more than one parcel, the 14 days start the day after the last parcel arrives. Once you have told us you are cancelling, you have a further 14 days to send the goods back.

Why only sealed 5-packs

Nicotine pouches are sealed for health protection and hygiene. By law the change-of-mind right does not apply to goods of this kind once the seal is broken after delivery.

LUMI is sold only as a sealed pack of five tubs; the pack is the unit you buy. A change-of-mind return therefore has to be the complete pack, unopened, with its original seal intact. An opened pack, an individual tub or a part-pack cannot be returned as a change of mind. This does not affect your rights if something is faulty — see below.

How to start a return

1. Email support@thelumiclub.com with your order number and say that you want to cancel. You can use the cancellation form at the bottom of this page, but you do not have to.
2. We will reply to confirm we have received your cancellation.
3. Post the unopened pack(s) back to us within 14 days of telling us. Keep your proof of posting.

Return address:

LUMI returns
Metoni Logistics c/o LUMI
Unit 2, Redwall Close
Dinnington
Sheffield
S25 3QA
United Kingdom

Return postage

For a change-of-mind return you pay the return postage. We recommend a tracked service, because the goods are your responsibility until they reach us. If the item is faulty or we sent the wrong thing, we cover reasonable return postage.

Your refund

Once we have the returned goods, or you have sent us evidence that they are on their way, we refund the product price and the standard outbound delivery charge to your original payment method within 14 days.

We may reduce the refund if the goods have been handled beyond what was needed to check them. Keeping the packs sealed avoids this. The only delivery option on this site is Royal Mail Tracked 24, so there is no more expensive delivery charge to exclude.

Faulty, wrong or damaged items

If an item is faulty, not as described or not fit for purpose, you have rights under the Consumer Rights Act 2015 that sit alongside the 14-day right above.

• Within 30 days of delivery you can reject the goods and have a full refund.
• After 30 days you are entitled to a replacement. If that fails, a price reduction or a refund.
• A fault that appears within six months is assumed to have been present at delivery unless we can show otherwise.

Email support@thelumiclub.com with your order number and a short description of the problem. Photos help. We may inspect the returned goods before refunding. Sale items have the same rights as full-price items.

If a parcel arrives damaged, keep the packaging and tell us within 48 hours if you can, so that we can raise it with Royal Mail.

Subscription deliveries

Each subscription delivery has its own 14-day change-of-mind right, subject to the sealed-pack rule above. Cancelling your subscription stops future payments and deliveries but does not on its own return a parcel that has already been delivered. How to cancel or change your subscription is explained on the Subscription page and in section 7 of the Terms.

Orders cancelled by us

If we cancel an order — for example because an age check could not be completed, or a product was out of stock — we refund you in full to your original payment method. We do not dispatch and you do not need to do anything.

Complaints

If something has gone wrong, tell us first and we will try to put it right. Our complaints route, and how to escalate if you are still unhappy, is in our Legal Notice. Independent advice is available from Citizens Advice.

Model cancellation form

Complete and email this to support@thelumiclub.com only if you want to cancel the contract. An ordinary email with your order number is enough.

To: Kylmäkorpi Sp. z o.o. trading as LUMI, support@thelumiclub.com

I/We* hereby give notice that I/We* cancel my/our* contract of sale of the following goods:

Ordered on* / received on*:
Name of consumer(s):
Address of consumer(s):
Order number:
Signature of consumer(s) (only if this form is notified on paper):
Date:

*Delete as appropriate.

Contact

support@thelumiclub.com · 0800 707 4448

Monday to Friday, 8am to 4pm (UK time), excluding bank holidays. We aim to reply within one working day.