Refund policy

Cancellation Policy

Right of Withdrawal for Consumers
(A consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside their trade, business, or profession.)

Cancellation Instructions

Right of Withdrawal

You have the right to withdraw from this contract within 14 days without providing any reason.
The withdrawal period is 14 days from the day:

  • you, or a third party named by you (other than the carrier), have taken possession of the goods, provided you ordered one or more goods in a single order and these were delivered together.

To exercise your right of withdrawal, you must inform us (lumiies - high visibility GmbH, c/o Marion Käfer, Hanauer Landstraße 521, 60386 Frankfurt am Main, Germany, email: support@lumiies.com) of your decision to withdraw from this contract through a clear declaration (e.g., a letter sent by post or email). You may use the attached sample withdrawal form, but it is not mandatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication regarding your exercise of the right of withdrawal and your order before the withdrawal period expires.

Consequences of Withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including delivery costs (except for additional costs arising from your choice of a delivery method other than the least expensive standard delivery offered by us), without undue delay and at the latest within 14 days from the day we receive the notification of your withdrawal.

We will use the same payment method for the reimbursement that you used in the original transaction, unless expressly agreed otherwise; in no case will you be charged fees for this reimbursement.

We may withhold the reimbursement until we have received the returned goods or until you have provided evidence that you have returned the goods, whichever is earlier.

You must return or hand over the goods to us without undue delay and in any case no later than 14 days from the day you notify us of the withdrawal from this contract. The deadline is met if you send the goods before the period of 14 days expires.

You bear the direct costs of returning the goods.

You are only liable for any diminished value of the goods if this loss in value is due to handling the goods in a way that was not necessary to ascertain their nature, properties, and functioning.

Exclusions or Expiry of the Right of Withdrawal

The right of withdrawal does not apply to contracts for the delivery of goods that are not prefabricated and for which an individual choice or determination by the consumer is essential, or which are clearly tailored to the consumer’s personal needs.

Sample Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract.)

To:
lumiies - high visibility GmbH
c/o Marion Käfer
Hanauer Landstraße 521
60386 Frankfurt am Main
Email: support@lumiies.com

I/We () hereby withdraw from the contract concluded by me/us () for the purchase of the following goods ()/the provision of the following service ():

Ordered on ()/received on () __________________

Name of consumer(s) _____________________________________________________

Address of consumer(s) _____________________________________________________

Signature of consumer(s) (only for notifications on paper) __________________

Date __________________

(*) Delete as applicable.

Exclusion of Exchange, Returns, and Withdrawal for Deeply Discounted Products, B-Grade Items, and Knit Caps

1. General Provisions for Exchange and Returns
Products offered in a Super Sale with a discount of at least 40%, as well as B-grade items and knit caps, are excluded from exchange and return. Customers are explicitly informed of this exclusion in our Terms and Conditions (T&Cs) and on the respective product page prior to completing the purchase. By completing the purchase, the customer confirms their binding agreement to these terms, unless a statutory warranty claim applies.

An exchange or return of these products is not permitted. This also includes store credits, replacement deliveries, or other forms of compensation. Customers should carefully assess whether the products meet their needs before completing the purchase.

2. Special Provisions for Knit Caps (Hygiene Products)
Knit caps are excluded from exchange, return, and withdrawal for hygiene reasons. These products come into direct contact with the scalp and may show traces of makeup or skin flakes, making hygienic reprocessing unreasonable. Customers are unequivocally informed of this exclusion in the T&Cs as well as on the product page prior to purchase.

3. Special Provisions for B-Grade Items
B-grade products are classified as "second choice" and may exhibit minor, purely optical defects or deviations that do not affect the functionality or usability of the product. These products are fully operational and entirely usable. By purchasing these items, customers confirm their acceptance of these characteristics as well as the exclusion of exchange and return.

4. Right of Withdrawal and Exclusions
Consumers generally have a statutory right of withdrawal. However, the following product categories are excluded from this right:

  • Products offered in a Super Sale with at least a 40% discount.
  • B-grade items explicitly labeled as "second choice."
  • Knit caps, which, due to their nature as hygiene products, cannot be resold.

Customers are clearly and understandably informed of the exclusion of the right of withdrawal in our T&Cs and on the respective product pages before completing the purchase.

5. Cancellation Before Shipping
Customers have the option to cancel their order before the product is shipped. Cancellations must be made within 2 hours of placing the order by sending a written email to support@lumiies.com. After this time frame, cancellation is no longer possible.

6. Shipping and Return Costs in Case of Withdrawal
If a withdrawal is asserted contrary to the above-mentioned exclusions, the customer will bear both the shipping costs for the delivery of the goods and the direct costs for the return shipping. This provision is transparently communicated to the customer prior to completing the purchase.

7. Notes on Shipping and Returns
Each order entails effort and costs, including the use of packaging materials, logistical processes, and the disposal of shipping materials. To avoid unnecessary costs, we recommend that customers contact our customer service before purchasing if they are unsure about size, functionality, or product selection. Our team is available via the customer chat or by email at support@lumiies.com.

8. Binding Nature of the Provisions
By completing the purchase, the customer confirms that they fully understand and agree to the exclusions of exchange, return, and withdrawal, as well as the provisions on shipping and return costs.

Shipping Cost Overview

Region Shipping Costs Free Shipping Over
Germany €5.90

€129.00
Within the EU €14.90 €249.00
United Kingdom (UK) £19.90 Flat Rate -
Non-EU Countries Customs and import fees may apply -

Return Policy – Step-by-Step Guide

We want you and your dog to be completely satisfied with your new lumiies® products. If something doesn’t fit, you can easily return or exchange your order within 14 days.

➜ Use the Customer Chat – Avoid Returns
To minimize unnecessary returns, our customer chat is available to assist you.

  1. Use our measurement guide to determine your dog's size.
  2. Share your dog's measurements, weight, and breed with us.
  3. Together, we’ll find the perfect size for your dog.

Please only place an order after taking precise measurements of your dog. Every shipment incurs costs, creates packaging waste, and harms the environment. Together, we can save resources and reduce returns.

➜ How to Return:

  1. Register Your Return

    • Register your return in the ➜ Returns Portal.
    • Find all necessary information and download a DHL return label (€5.90, deducted from the refund).
    • Customers bear the return shipping costs.
    • The return label is valid for 14 days after receiving the item.

  2. Pack the Items

    • Pack the items carefully.
    • Products must be clean, unworn, and returned in their original packaging (including foil and hangtags).

  3. Send the Package

    • Send the package promptly.
    • The 14-day return window starts on the day the goods are received.
    • Use the DHL return label or a shipping provider with a tracking number to monitor the shipping status.

  4. Confirmation and Processing

    • Once we receive your return, we’ll process it within 7–10 days and refund your payment.
    • Automated updates are sent via the Returns Portal. If you don’t receive emails, please check your spam folder.

For further assistance, contact us at support@lumiies.com with your order number for a faster resolution, or use our customer chat.

Important Notes

Dirty, worn items or products without original packaging are excluded from exchanges.
Returns not registered in the Returns Portal or sent without proper postage cannot be processed.
Packages received after the return period or sent after the deadline will not be processed.

➜ Insured Shipping for Returns Outside Germany
For returns outside Germany, send the package with tracking and insurance for your safety.
We are not responsible for lost packages without tracking or insurance.

➜ Return Reasons

You can specify a reason for the return or request an exchange in the Returns Portal.
Unsure about the size? Use our customer chat for help!

➜ Products with Restrictions

Products on clearance or with discounts of 40% or more, as well as hygiene items like knit hats, are excluded from returns and exchanges.
These purchases are final.

If you’re unsure about sizing, our customer chat is happy to assist. By purchasing, you agree to our terms and conditions.

Shipping Costs Overview

Germany
Shipping Costs: €5.90
Free Shipping Over: €129.00
Notes: Insured shipping with DHL GoGreen and eco-friendly packaging

Outside Germany (within the EU)
Shipping Costs: €14.90
Free Shipping Over: €249.00
Notes: Insured shipping with DHL GoGreen and eco-friendly packaging

Customs & Shipping Information for Non-EU Countries

When shipping to non-EU countries like Switzerland, the UK, Iceland, etc., additional fees such as customs clearance, import duties, or other costs may apply. We are legally required to declare the full paid value of shipments and include an invoice upon request.

Please note: Customs and import procedures are beyond our control. lumiies® is not responsible for additional costs or delays caused by these processes. All international customers are responsible for customs and import fees in the destination country. For more information, please contact your local customs office.

Shipping Information for the United Kingdom (UK)

Shipping Costs: £19.90 Flat Rate
Important Note: Customs fees and import processing must be covered by the customer.

Returns from the UK
Shipping fees, return costs, and customs clearance must be borne by the customer.

Why a Returns Portal?

Our Returns Portal makes the process quick and simple.
It allows us to process returns efficiently.
It helps conserve resources.

If you have any questions, our customer chat is here to help. Our goal is to ensure you find the perfect product for your dog from the start.

Thank you for choosing lumiies®. We’re excited to accompany you and your furry companion!