Returns and Refunds

RETURNS AND REFUND POLICY

LUMICORNE — lumicorne.com

Version in effect as of April 21, 2026

At Lumicorne, we are committed to offering quality lighting products and ensuring customer satisfaction. This policy specifies the conditions under which a return and refund may be granted, in compliance with the consumer's legal rights.

This policy supplements the General Terms and Conditions of Sale available on the website. In case of contradiction, the General Terms and Conditions of Sale shall prevail.

1. Right of withdrawal

In accordance with articles L.221-18 and following of the Consumer Code, the consumer customer has a period of 14 calendar days from the receipt of the product to exercise their right of withdrawal, without having to provide a reason or pay a penalty.

This period starts from the day after the consumer receives the item.

Exception — Personalized products

In accordance with article L.221-28 3° of the Consumer Code, the right of withdrawal does not apply to contracts "for the supply of goods manufactured according to the consumer's specifications or clearly personalized".

Lumicorne custom signs (personalized text, logo, specific design, adapted dimensions) are therefore excluded from the right of withdrawal as soon as manufacturing has started after the customer's approval of the print proof (BAT).

This exclusion is clearly indicated on each product page concerned and before the order is validated.

2. Return conditions

To be eligible for a return under the right of withdrawal, the product must meet the following conditions:

  • The return must be initiated within 14 calendar days of receipt
  • The product must be returned in a condition allowing it to be resold as new
  • All accessories, manuals, and documents provided must be included
  • A copy of the invoice or order confirmation must accompany the return

In accordance with article L.221-23 of the Consumer Code, the customer may handle the product to the extent necessary to establish the nature, characteristics, and proper functioning of the goods (in particular, brief power-on to check the operation of the sign).

Only depreciation resulting from handling beyond this scope may give rise to compensation proportionate to the depreciation observed.

3. Return procedure

To make a return, the customer follows these steps:

  • Step 1 — Send a return request by email to contact@lumicorne.com indicating the order number and reason for return
  • Step 2 — Our team confirms the eligibility of the return and provides the return address within a maximum of 48 business hours
  • Step 3 — The customer carefully packs the product with all its accessories and documents
  • Step 4 — The customer ships the package to the provided address. Return shipping costs are at their expense (except in cases of non-conformity or Lumicorne error)
  • Step 5 — The customer receives a confirmation email upon receipt and inspection of the package by our team

Important: no prepaid label is provided, except in cases where Lumicorne covers return shipping costs (non-conformity, hidden defect, preparation error).

4. Refund

After receipt and verification of the returned product:

  • The refund is issued within a maximum of 14 calendar days following the receipt of the returned product, in accordance with article L.221-24 of the Consumer Code
  • The refund is made via the same payment method used during the purchase
  • Initial shipping costs are refunded only if the right of withdrawal is exercised within the legal deadlines, or in case of non-conformity or hidden defect

Lumicorne may defer the refund until the goods are recovered or until the consumer has provided proof of shipment of these goods, the date taken into account being the first of these facts.

5. Defective or non-conforming product

In case of receiving a defective product or one that does not conform to the order, the customer must contact Lumicorne as soon as possible by email at contact@lumicorne.com with:

  • The relevant order number
  • A precise description of the detected defect
  • Clear photographs of the defect and the complete product

Lumicorne then covers all return shipping costs and offers, at the customer's choice:

  • Product replacement
  • Product repair
  • Full refund

This defect processing procedure is distinct from and complementary to the legal guarantees (conformity, hidden defects) and the 2-year Lumicorne commercial warranty, all detailed in the General Terms and Conditions of Sale.

6. Implementation of guarantees

In addition to the right of withdrawal and the right to return for defect, the customer benefits from:

  • The legal guarantee of conformity (articles L.217-3 and following of the Consumer Code) — duration: 2 years from delivery
  • The legal guarantee against hidden defects (articles 1641 and following of the Civil Code) — duration: 2 years from the discovery of the defect
  • The Lumicorne commercial warranty — duration: 2 years from delivery

The customer may invoke the most favorable guarantee. Implementation is done by email to contact@lumicorne.com.

7. Cases excluded from the right of return

The following cannot be returned or refunded under the right of withdrawal:

  • Personalized products (text, logo, custom design) whose manufacturing has been validated by the customer via the BAT, in accordance with article L.221-28 3° of the Consumer Code
  • Products damaged by non-compliant use or improper installation by the customer
  • Products whose original packaging has been destroyed or rendered unusable (beyond a simple opening necessary for inspection)
  • Returns made without prior approval by Lumicorne

These exclusions do not affect the exercise of legal guarantees of conformity and hidden defects, which remain applicable in all circumstances.

8. Mediation

In case of a persistent dispute regarding a return or refund, the customer may use the services of an approved consumer mediator free of charge, listed on the official list: https://www.economie.gouv.fr/mediation-conso

The customer can also submit their dispute to the European online dispute resolution platform: https://ec.europa.eu/consumers/odr/

9. Contact

For any questions regarding returns and refunds:

  • Email: contact@lumicorne.com
  • Phone: 07 83 49 94 68 (Mon-Fri, 9am-6pm)
  • Mail: PARANT Grégoire — Lumicorne, 35 avenue du Val d'Erdre, 44300 Nantes

LUMICORNE — contact@lumicorne.com — 35 avenue du Val d'Erdre, 44300 Nantes — SIRET 912 930 898 00024