Refund Policy

Reluma – Refund & Returns Policy

Last updated: 15/10/2025

Thank you for shopping with Reluma. We hope you’re delighted with your purchase. If you’re not completely satisfied, here’s how you can return or exchange your item. This policy applies to orders shipped to the United Kingdom and the United States.

1. Your Rights Under Law

United Kingdom

Under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015:

  • You may cancel your order within 14 days after receiving your goods, without giving a reason.
  • You then have up to another 14 days to return the goods.
  • If goods are faulty, not as described, or unfit for purpose, you have the right to a refund, repair, or replacement.
  • If you reject faulty goods within 30 days, you are entitled to a full refund.

United States

While there is no federal “cooling-off” period, Reluma provides a clear and fair returns policy that complies with applicable state refund laws and warranty obligations.

We honour our stated return policy as a binding part of your purchase. Faulty or defective products are always eligible for repair, replacement, or refund as required by law.

2. Our Policy at Reluma

2.1 Change-of-Mind Returns

  • UK customers: You may cancel and return your order within 14 days of receiving the goods. You then have another 14 days to return them.
  • US customers: You may return your order within 30 calendar days of receiving the goods.
  • Items must be unused, unwashed, and in original condition with all tags, labels, and packaging.
  • Return shipping for change-of-mind is the customer’s responsibility unless otherwise stated.
  • Excluded items: personalised/customised goods, perishable items, sealed hygiene products (if opened), made-to-order items, or goods clearly marked as non-returnable.

2.2 Faulty, Damaged or Incorrect Items

  • If your goods arrive faulty, damaged or not as described, contact us immediately with your order number and clear photos of the issue.
  • We’ll arrange a prompt replacement, repair or refund at our cost (for both UK & US customers).
  • For UK customers: if reported within 30 days, you’re entitled to a full refund. After 30 days (and within 6 months), we’ll offer a repair or replacement first.
  • For US customers: we comply with applicable state laws and will offer a repair, replacement, or refund where required.

2.3 Refunds, Exchanges & Store Credit

  • Refunds are issued to your original payment method once the item is received and inspected.
  • Processing time: within 14 days of receiving the return, or within 14 days of your cancellation notice (UK).
  • Shipping fees and duties are non-refundable unless we sent the wrong or faulty item.
  • If the returned goods show signs of use or damage beyond reasonable inspection, we may reduce the refund amount accordingly.

3. How to Return an Item

  1. Contact us at support@reluma.com with your order number and reason for return.
  2. We’ll provide a Return Authorisation and detailed instructions.
  3. For change-of-mind returns, please arrange and pay for your own tracked shipping.
  4. For faulty or incorrect items, we’ll send prepaid return instructions.
  5. Once we receive and inspect the item, we’ll confirm your refund, exchange, or credit via email.

4. Important Notes & Exclusions

  • This policy does not affect your statutory rights under UK or US consumer law.
  • Customised or personalised items cannot be returned for change of mind (unless faulty).
  • Hygiene-sensitive goods (e.g., skincare, bedding, undergarments) are non-returnable once opened, unless defective.
  • Returns from outside the UK/US (if accepted) are at your cost including customs duties and fees.
  • We reserve the right to refuse returns showing signs of misuse or wear beyond normal inspection.

5. Contact Us

If you have questions about your order or this policy, contact us:

Reluma Customer Support
Email: support@reluma.com

This policy ensures compliance with UK Consumer Rights Act 2015 and US state consumer protection laws.