About Us

LumenXL B.V.
Registered address:
Lenteweg 8
7532 RB Enschede
The Netherlands
Managing Director: Jeroen Hoogeveen

VAT number: NL856613654B01
Chamber of Commerce number: 66572541

Customer Service

Our customer service team is available:
Monday to Thursday: 07:30 – 22:00
Friday: 07:30 – 20:00
Saturday: 07:30 – 16:00
Sunday: Closed
WhatsApp: +44 2033 188853
Email: [email protected]
Website: www.lumenxl.ie

This page sets out information about us and the legal terms and conditions ("Terms") on which we sell the products ("Products") listed on our website at www.lumenxl.ie ("our site") to you. These Terms apply to any contract between us and you for the sale of Products ("Contract").

Please read these Terms carefully before placing an order. By placing an order through our site, you confirm that you accept these Terms and agree to comply with them. If you do not accept these Terms, you must not order Products from our site. We recommend that you print or save a copy of these Terms for future reference.

We may amend these Terms from time to time in accordance with clause 18. The Terms applicable to your order will be those in force at the time you submit your order. These Terms and any Contract between us shall be concluded in the English language. Nothing in these Terms affects your statutory rights under applicable Irish or European consumer protection law.

1. THESE TERMS

1.1 What these Terms cover
These Terms govern the sale and supply of products by us to you through our website.

1.2 Why you should read them
Please read these Terms carefully before submitting your order to us. These Terms explain who we are, how we will provide products to you, how you and we may change or end the Contract, what to do if there is a problem, and other important information.

If you believe there is a mistake in these Terms, please contact us before placing an order.

1.3 Changes to these terms
We may revise these Terms from time to time, for the reasons set out in clause 19.2. Any changes will not affect orders already accepted by us.

Please see section 19 for more detailed information on Changes to these terms. Please check these Terms before placing an order to ensure you understand the Terms that apply at that time.

By using our site, you confirm that you are legally capable of entering into binding contracts.

If you do not agree to these Terms, you must not use our site or place an order.

2. INFORMATION ABOUT US AND HOW TO CONTACT US

2.1 Who we are

We are LumenXL B.V., a company registered in the Netherlands.

Our registered office and principal trading address is:
Lenteweg 8
7532 RB Enschede
The Netherlands

VAT number: NL856613654B01

Chamber of Commerce number: 66572541

2.2 How to contact us

You can contact our customer service team:

• by WhatsApp on +44 2033 188853; or
• by e-mail at [email protected]

2.3 How we may contact you

If we need to contact you, we will do so by telephone, e-mail or by writing to the postal address provided in your order.

2.4 "Writing" includes e-mails

When we use the words "writing" or "written" in these Terms, this includes e-mail.

3. CHANGES TO OUR WEBSITE

We may update and modify our website from time to time to reflect changes to our products, services, business priorities or legal obligations.

While we make reasonable efforts to ensure that the information on our site is accurate and up to date, we do not guarantee that the website or any content on it will always be accurate, complete or free from errors or omissions.

Product images are provided for illustrative purposes only. Due to differences in screen displays, manufacturing processes and materials, colours, finishes, dimensions and appearance may vary slightly from the actual products supplied.

4. ACCESS

4.1 You may access most areas of the website without registering your details with us. However, certain areas or features of the website may only be accessible to registered users.

4.2 You are responsible for making all arrangements necessary for you to access our website. You are also responsible for ensuring that all persons who access our website through your internet connection are aware of these Terms and comply with them.

4.3 We make reasonable efforts to ensure that our website is available at all times. However, we do not guarantee that the website, or any content on it, will always be available or uninterrupted. Access to the website may be suspended, restricted or interrupted from time to time for maintenance, updates, technical reasons or circumstances beyond our reasonable control.

4.4 Where reasonably possible, we will try to provide advance notice of scheduled maintenance or significant interruptions to the website, although we are not obliged to do so.

5. DISCLAIMER AND LIMITATION OF LIABILITY

5.1 It is your responsibility to ensure that any products, services or information available through this website meet your specific requirements.

5.2 We do not guarantee that the website, or any content on it, will always be available, uninterrupted, secure or free from errors or omissions. We may suspend, withdraw, discontinue or change all or any part of the website without notice.

5.3 We make reasonable efforts to ensure that the information on this website is accurate and up to date. However, we do not guarantee the accuracy, completeness, reliability or timeliness of any content on the website.

5.4 All drawings, images, photographs, descriptive material, specifications and advertising on the website are provided for general information only and are intended to provide an approximate description of the products and services. Product images are for illustrative purposes only. Due to differences in display settings, photography, manufacturing processes and materials, colours, finishes, dimensions and appearance may vary slightly from the actual products supplied.

5.5 Any prices, quotations and offers displayed on the website are valid only at the time they are published and may be withdrawn, amended or corrected without notice.

5.6 All prices, specifications and descriptions supersede previous publications, advertisements and other communications.

5.7 We make reasonable efforts to ensure stock availability information is accurate. However, we cannot guarantee that products will always be available or immediately in stock.

5.8 The website and its content are provided on an "as is" and "as available" basis. To the fullest extent permitted by applicable law, we exclude all representations, warranties, conditions and other terms which might otherwise be implied by law, except those that cannot lawfully be excluded.

5.9 Nothing in these Terms excludes, restricts or limits any rights or remedies you may have under applicable Irish or European consumer protection law.

5.10 To the fullest extent permitted by applicable law, we shall not be liable for any indirect, incidental, consequential or special loss or damage arising out of or in connection with: the use of, or inability to use, the website; or reliance on any content displayed on the website.

5.11 To the fullest extent permitted by applicable law, we shall not be liable for: loss of profits; loss of sales or business; loss of revenue; loss of business opportunity; loss of anticipated savings; loss of goodwill; or loss or corruption of data, except where such loss arises directly from our negligence, fraud or wilful misconduct or where liability cannot lawfully be excluded.

5.12 Nothing in these Terms excludes or limits liability for: death or personal injury caused by negligence; fraud or fraudulent misrepresentation; or any matter for which it would be unlawful to exclude or limit liability under applicable law.

5.13 While we make reasonable efforts to keep the website secure and free from viruses and other harmful material, we do not guarantee that the website will be secure or free from bugs, viruses or other malicious code.

5.14 You are responsible for configuring your information technology, computer programmes and platform in order to access our website. We recommend that you use appropriate virus protection software and security measures.

5.15 You must not misuse this website by knowingly introducing viruses, trojans, worms, logic bombs or other malicious or technologically harmful material. You must not attempt to gain unauthorised access to the website, the server on which the website is stored, or any server, computer or database connected to the website. You must not attack the website via a denial-of-service attack or distributed denial-of-service attack.

5.16 We reserve the right to report any suspected unlawful or malicious activity relating to the website to the relevant authorities and to cooperate fully with law enforcement authorities where required by law.

5.17 This website may contain links to third-party websites or resources provided by third parties. Such links are provided for information purposes only. We have no control over the contents of those websites or resources and accept no responsibility for them or for any loss or damage that may arise from your use of them.

5.18 The content on this website is provided for general information purposes only and does not constitute professional, legal, financial, electrical or technical advice unless expressly stated otherwise.

5.19 Electrical products should be installed by a suitably qualified electrician and in accordance with all applicable laws, regulations and manufacturer instructions. We accept no liability for damage, loss or injury caused by incorrect installation, misuse, modification or unauthorised repair of any product.

6. REGISTERING ON THIS WEBSITE

6.1 When registering on the website, you may be asked to create a username and password. You are responsible for maintaining the confidentiality and security of your login details and for all activities carried out under your account.

6.2 By registering on the website, you confirm that:

• all information provided by you is true, accurate, current and complete;
• you will promptly notify us of any changes to your information;
• you are legally capable of entering into binding contracts or are using the website with the involvement and supervision of a parent or legal guardian;
• you will only use the website and your account for lawful purposes;
• you will take reasonable steps to keep your password and account details secure and confidential;
• you will not disclose your password to unauthorised third parties;
• you will notify us promptly if you believe your account security has been compromised or there has been any unauthorised use of your account; and
• you will not transfer, sell or permit another person to use your account without our prior written consent.

6.3 We may use the information you provide to verify your identity, process transactions and help prevent fraud, in accordance with our Privacy Policy and applicable data protection laws. 

6.4 We reserve the right to suspend or terminate accounts where we reasonably believe that: false or misleading information has been provided; these Terms have been breached; or unlawful, fraudulent or abusive activity has occurred. Where reasonably possible, we will notify you before taking such action.

7. ACCEPTABLE USE POLICY

7.1 This acceptable use policy sets out the terms under which you may access and use our website, www.lumenxl.ie ("our site"). This policy applies to all users of and visitors to our site.

7.2 By using our site, you agree to comply with this acceptable use policy, which supplements our Terms and Conditions.

7.3 Prohibited uses

You may use our site only for lawful purposes. You must not use our site:

• in any way that breaches any applicable local, national or international law or regulation;
• in any way that is unlawful, fraudulent or misleading;
• for the purpose of harming or attempting to harm minors;
• to send, knowingly receive, upload, download, use or re-use material that does not comply with the content standards set out below;
• to transmit unsolicited or unauthorised advertising or promotional material, including spam; or
• to knowingly transmit viruses, trojans, worms, spyware or other malicious or technologically harmful material.

You also agree not to:

• reproduce, duplicate, copy or re-sell any part of our site in breach of these Terms;
• gain unauthorised access to, interfere with, damage or disrupt any part of our site, servers, networks or connected systems; or
• attempt to circumvent security features or access restrictions on the website.

7.4 Interactive services

We may from time to time provide interactive features on our site, including: product ratings; product reviews; and the ability to submit suggestions, comments or feedback.

Where we provide interactive services, we may monitor or moderate user-generated content where reasonably necessary to maintain the security, functionality and integrity of the website.

We are not under any obligation to monitor all activity or content on our site. However, we reserve the right to remove or restrict access to content that we reasonably believe: breaches these Terms; is unlawful; infringes the rights of others; or may damage the reputation, security or operation of our business or website.

7.5 Content standards

These content standards apply to all material contributed to our site. Contributions must:

• be accurate where they state facts;
• be genuinely held where they state opinions; and
• comply with applicable laws and regulations.

Contributions must not:

• contain defamatory, obscene, offensive, hateful or inflammatory material;
• promote violence, discrimination or illegal activity;
• infringe the intellectual property, privacy or other rights of any person;
• contain misleading or deceptive statements;
• impersonate another person or misrepresent your identity or affiliation; or
• contain viruses, malware or other harmful software or code.

7.6 Suspension and termination

If we reasonably believe that you have breached this acceptable use policy or these Terms, we may take appropriate action, including: suspending or terminating your access to the website; removing or restricting access to content uploaded by you; issuing a warning; taking legal action where appropriate; or reporting unlawful activity to the relevant authorities.

We shall not be liable for any loss or damage arising from actions reasonably taken by us in response to breaches of this acceptable use policy.

7.7 Changes to this acceptable use policy

We may revise this acceptable use policy from time to time by updating this page. Please check this page periodically to ensure that you understand the policy that applies at the time of your use of our site.

8. NO RELIANCE ON INFORMATION

8.1 The content on our site is provided for general information purposes only. It is not intended to constitute legal, financial, technical, electrical or other professional advice. You should obtain appropriate professional or specialist advice before taking, or refraining from taking, any action based on the content on our site.

8.2 Although we make reasonable efforts to update the information on our site, we do not guarantee that the content on our site is accurate, complete or up to date.

9. ELIGIBILITY TO PURCHASE FROM THE WEBSITE

9.1 To purchase products from our website and enter into a legally binding contract with us, you must: be legally capable of entering into a binding contract; provide complete and accurate billing, payment, delivery and contact details; and use the website in compliance with these Terms and applicable laws.

9.2 If you are under the age of 18, you may only use this website under the involvement and supervision of a parent or legal guardian. Orders may only be placed by a parent or legal guardian or by a person aged 18 or over.

10. INTELLECTUAL PROPERTY

10.1 All intellectual property rights in this website and its content, including text, graphics, logos, images, product descriptions, software and design, are owned by or licensed to LumenXL B.V. and are protected by applicable intellectual property laws.

10.2 You acknowledge that all intellectual property rights in the website and its content remain the property of us or our licensors.

10.3 You may download, view and print content from the website for your personal, non-commercial use only.

10.4 You may not reproduce, distribute, modify, store, transmit, commercially exploit or otherwise use any content from this website without our prior written permission.

10.5 No licence or right is granted to you to use any trade marks, logos or branding displayed on the website without our prior written consent.

11. LIMITATION OF OUR LIABILITY

11.1 Nothing in these terms excludes or limits our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; or any liability that cannot be excluded or limited under applicable law. Nothing in these Terms affects your statutory rights as a consumer under Irish law.

11.2 To the extent permitted by law, we exclude all implied conditions, warranties, representations or other terms that may apply to our site or its content. This clause does not affect any statutory rights or remedies available to consumers under applicable consumer protection laws.

11.3 We are only responsible for losses that are a reasonably foreseeable consequence of our breach of these terms or failure to use reasonable care and skill. We will not be liable for any loss or damage arising from: use of, or inability to use, our site; or reliance on any content displayed on our site, except where such loss or damage arises from our negligence or breach of legal duty. If you are a business user, we will not be liable for: loss of profits, sales, revenue or business; business interruption; loss of anticipated savings; loss of business opportunity, goodwill or reputation; or indirect or consequential loss or damage.

11.4 We will not be liable for any loss or damage caused by viruses, distributed denial-of-service attacks or other technologically harmful material that may affect your devices, software or data due to your use of our site or downloading content from it, except where we have failed to use reasonable care and skill.

11.5 Where our site contains links to third-party websites, these are provided for information only. We have no control over the content of those websites and accept no responsibility for them or for any loss or damage arising from your use of them.

12. UPLOADING CONTENT TO OUR WEBSITE

12.1 Any content you upload to our site remains your property. However, by uploading content, you grant us a non-exclusive, worldwide, royalty-free licence to use, host, store, reproduce, modify, display and distribute that content for the purposes of operating, improving and promoting our website and services.

12.2 We are not responsible for the content or accuracy of any material posted by users of our site.

12.3 We reserve the right to remove any content uploaded to our site if, in our reasonable opinion, it does not comply with these terms or our acceptable use policy.

12.4 The views expressed by users on our site do not represent our views or values.

12.5 If you choose, or are provided with, login details or security information, you must keep this information confidential and must not disclose it to any third party. We reserve the right to disable login details or accounts if we reasonably believe you have failed to comply with these terms. If you know or suspect that someone else has access to your login details, you must notify us promptly at [email protected].

12.6 Any personal data submitted through the website will be processed in accordance with our Privacy Policy and applicable data protection laws, including the GDPR.

13. RIGHTS YOU LICENSE

13.1 When you upload or post content on our site, you grant us a non-exclusive, worldwide, royalty-free licence to use, reproduce, display and distribute that content for as long as necessary to operate, improve and promote our website and services.

13.2 You also grant other users of our site the right to view content you make publicly available through the website.

14. IF YOU ARE A CONSUMER

14.1 If you are purchasing products as a consumer, you confirm that you are at least 18 years old. If you are under the age of 18, you may only use the website with the involvement and supervision of a parent or legal guardian, but you may not place orders yourself.

15. IF YOU ARE A BUSINESS CUSTOMER

15.1 If you are purchasing products on behalf of a business, you confirm that you have authority to bind that business.

15.2 These terms, together with any documents expressly referred to within them, constitute the entire agreement between us and business customers relating to their subject matter.

15.3 You acknowledge that you have not relied on any statement, representation or warranty that is not expressly set out in these terms.

15.4 Nothing in this clause excludes liability for fraud or fraudulent misrepresentation.

16. OUR CONTRACT WITH YOU
16.1 How we will accept your order 

After you place an order, you will receive an email acknowledging receipt of your order. This does not mean that your order has been accepted. Our acceptance of your order takes place when we send you the dispatch confirmation email referred to in clause 16.2.

16.2 The contract between us will only be formed when we send you an email confirming that the products have been dispatched.

16.3 If we cannot accept your order

If we cannot accept your order, we will inform you and will not charge you for the product. This may be because: the product is out of stock; we have identified an error in the price or description of the product; or we are unable to meet a delivery deadline you have specified.

16.4 We will assign an order number to your order and provide it to you when we accept your order. Please quote this number whenever you contact us about your order.

16.5 We sell and deliver products within Ireland, the United Kingdom and selected European countries listed on our website at www.lumenxl.ie.

17. OUR PRODUCTS

17.1 The images of products on our website are for illustrative purposes only. Although we make reasonable efforts to display colours accurately, we cannot guarantee that your device will display colours accurately. Products may vary slightly from the images shown.

17.2 Product packaging may vary from that shown on our website.

17.3 If products are made to measurements or specifications provided by you, you are responsible for ensuring that those details are correct.

18. YOUR RIGHT TO MAKE CHANGES

If you wish to make a change to the product you have ordered, please contact us. We will let you know if the change is possible. If it is possible, we will inform you of any changes to the price of the product, the timing of supply, or anything else which would be necessary as a result of your requested change, and ask you to confirm whether you wish to proceed.

19. OUR RIGHT TO MAKE CHANGES

19.1 Minor changes to the products

We may change the product: (a) to reflect changes in relevant laws and regulatory requirements; and (b) to implement minor technical adjustments and improvements, including improvements to energy efficiency, functionality, or LED technology. These changes will not materially affect your use of the product.

19.2 More significant changes to the products and these terms

In addition, as we informed you in the description of the product on our website, we may make the following changes to these terms or the product. If we do so, we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received:

• (a) changes required due to changes in law, taxation, supplier pricing or circumstances outside our reasonable control;
• (b) changes to the colour of the product; or
• (c) changes to the measurements or specifications of the product.

20. PROVIDING THE PRODUCTS

20.1 The costs of delivery will be displayed to you during the checkout process before you confirm your order.

20.2 We will contact you with an estimated delivery date, which will be within the timescale indicated in the product details shown on our website.

20.3 If our supply of the products is delayed by an event outside our reasonable control, we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be responsible for delays caused by events outside our reasonable control. However, if there is a risk of substantial delay, you may contact us to end the contract and receive a refund for any products you have paid for but not received.

20.4 If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you how to rearrange delivery or collect the products from a local depot or collection point.

20.5 If, after a failed delivery, you do not rearrange delivery or collect the products from a delivery depot or collection point, we may contact you for further instructions and may charge you for storage costs and any additional delivery costs incurred. If, despite our reasonable efforts, we are unable to contact you or rearrange delivery or collection, we may end the contract.

20.6 If you choose delivery to a collection point and do not collect your order within the specified collection period, the order may be returned to us.

20.7 If we miss the delivery deadline for any products, you may treat the contract as terminated immediately if: (a) we have refused to deliver the products; (b) delivery within the delivery deadline was essential taking into account all relevant circumstances; or (c) you told us before we accepted your order that delivery within the delivery deadline was essential.

20.8 If you do not wish to treat the contract as terminated immediately, or do not have the right to do so under clause 20.7, you may give us a new reasonable deadline for delivery. If we fail to meet the new deadline, you may then treat the contract as terminated.

20.9 If you choose to treat the contract as terminated for late delivery under clauses 20.7 or 20.8, you may cancel your order for any of the affected products or reject products that have been delivered. Where appropriate, you may cancel or reject only part of the order unless splitting the products would significantly reduce their value. We will refund any sums you have paid for the cancelled products and their delivery. If the products have been delivered to you, you must return them to us. Please contact customer services at [email protected] to arrange a return or collection.

20.10 The products will become your responsibility from the time we deliver them to the address you provided or when they are collected from a collection point.

20.11 You own the products once we have received payment in full.

20.12 We may require certain information from you in order to supply the products, including your name, delivery address and contact details. If you do not provide this information within a reasonable time of our request, or if you provide incomplete or incorrect information, we may suspend delivery or, where necessary, end the contract, or charge an additional reasonable amount to compensate us for any extra work required as a result.

21. YOUR RIGHTS TO END THE CONTRACT IF YOU ARE A CONSUMER

21.1 Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing, and when you decide to end the contract:

• (a) if what you have bought is faulty, defective or misdescribed, you may have a legal right to end the contract, have the product repaired or replaced, or receive some or all of your money back in accordance with applicable consumer protection laws;
• (b) if you want to end the contract because of something we have done or told you we are going to do, see clause 21.2; or
• (c) if you have changed your mind about the product, see clause 21.3. You may be entitled to a refund if you are within the cooling-off period, subject to certain deductions permitted by law.

21.2 If you are ending the contract for one of the reasons set out below, the contract will end immediately and we will refund you in full for any products not provided. You may also be entitled to compensation where required by law. The reasons are:

• (a) we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 19.2);
• (b) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
• (c) there is a risk that supply of the products may be significantly delayed because of events outside our reasonable control;
• (d) we have suspended supply of the products for technical reasons, or notified you that we are going to suspend them for technical reasons, in either case for a period of more than four weeks; or
• (e) you have a legal right to end the contract because of something we have done wrong, including because we have delivered late (see clauses 20.7 to 20.9).

21.3 If you are a consumer resident in Ireland or the European Union, you have the legal right to change your mind and cancel the contract within 14 days of receiving the products, subject to the conditions and exceptions set out in these terms and applicable law. In addition to this statutory right, we offer an extended return period. Products may be returned within 50 days of the original purchase date, subject to the conditions set out in clause 23. Where reasonably possible, products should be returned in their original condition and packaging.

21.4 You do not have the right to change your mind in respect of products made to your specific requirements, personalised products, bespoke items, or any other products excluded from cancellation rights under applicable law.

22. YOUR RIGHTS IF YOU ARE A BUSINESS CUSTOMER

22.1 We warrant that, on delivery and for a period of twelve months from the date of delivery (warranty period), the products shall: (a) conform in all material respects with their description and any applicable specification; (b) be free from material defects in design, materials and workmanship; (c) be of satisfactory quality; and (d) be reasonably fit for any purpose held out by us.

22.2 Subject to clause 22.3, if: (a) you give us written notice during the warranty period within a reasonable time of discovering that some or all of the products do not comply with the warranty set out in clause 22.1; (b) we are given a reasonable opportunity to examine the products; and (c) you return the products to us at your cost if we request you to do so, we shall, at our option, repair or replace the defective products, or refund the price of the defective products in full. Defects or damage apparent on delivery should be notified to us in writing within five days of delivery, quoting the delivery note or invoice number.

22.3 We shall not be liable for the products' failure to comply with the warranty in clause 22.1 if: (a) you continue to use the products after giving notice under clause 22.2; (b) the defect arises because you failed to follow our oral or written instructions regarding storage, installation, commissioning, use or maintenance, or good trade practice; (c) the defect arises because we followed any drawing, design or specification supplied by you; (d) you alter or repair the products without our written consent; (e) the defect results from fair wear and tear, wilful damage, negligence, abnormal storage or working conditions, or improper use; or (f) the products differ from their description or specification because of changes made to ensure compliance with applicable legal or regulatory requirements.

22.4 Except as expressly provided in this clause 22, we shall have no liability to you in respect of the products' failure to comply with the warranty set out in clause 22.1.

22.5 To the fullest extent permitted by applicable law, any terms implied into the contract by law are excluded to the extent that they may lawfully be excluded in business-to-business contracts.

22.6 These terms shall apply to any repaired or replacement products supplied by us.  

23. HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU HAVE CHANGED YOUR MIND)

23.1 To end the contract with us, please contact our customer service team by telephone on +44 2033 188853 or by e-mail at [email protected]. You may also use our Withdrawal Form available here. Please provide your name, address, order details and, where available, your phone number and e-mail address. 

23.2 If you end the contract for any reason after the products have been dispatched or delivered to you, you must return them to us. Please contact customer services via WhatsApp on +44 2033 188853 or by e-mail at [email protected] to request a return label or arrange collection. If you are exercising your right to change your mind, you must notify our customer service team of your cancellation within 14 days of receiving your order, and return the products to us within 50 days of the original purchase date. 

23.3 We will pay the costs of return if: (a) the products are faulty, defective or misdescribed; (b) you are ending the contract because we informed you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our reasonable control, or because you have a legal right to do so as a result of something we have done wrong; or (c) you are exercising your legal right to change your mind. In all other circumstances, you are responsible for the costs of return.

23.4 Where you are responsible for the costs of return under clause 23.3, we can provide a return label at a charge of €4.95, allowing the parcel to be returned using the specified delivery service provider. You may alternatively arrange your own return at your own cost

23.5 We will refund you the price you paid for the products, including standard delivery costs, using the same payment method you used for the original transaction. However, we may make deductions from the refund where permitted by applicable law.

23.6 If you are exercising your right to change your mind: (a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the products. (b) The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.

23.7 We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind and we have not offered to collect the products, your refund will be made within 14 days from the day on which we receive the returned products or, if earlier, the day on which you provide evidence that you have sent the products back to us.

24. IF THERE IS A PROBLEM WITH THE PRODUCT

24.1 If you have any questions or complaints about the product, please contact us. You can contact us by WhatsApp on +44 2033 188853, write to us at LumenXL B.V., Lenteweg 8, 7532 RB Enschede, Netherlands, or e-mail us at [email protected].

24.2 We are under a legal duty to supply products that are in conformity with this contract and applicable consumer protection laws. Nothing in these terms will affect your legal rights. For more information about your consumer rights, you may contact the Competition and Consumer Protection Commission (CCPC) in Ireland or your local consumer protection authority.

24.3 If you wish to exercise your legal rights to reject products, you must either post them back to us or, if they are not suitable for posting, allow us to collect them from you. Please contact customer services on WhatsApp +44 2033 188853 or e-mail us at [email protected] for a return label or to arrange collection.

24.4 Consumer guarantee period In addition to your statutory rights under the Consumer Rights Act 2022 and applicable EU consumer protection law, we provide a commercial warranty of two (2) years from the date of delivery on all products purchased by consumers, unless stated otherwise on the product page. This commercial warranty does not limit or replace your statutory rights, which may extend beyond this period for hidden defects.

25. DISPUTE RESOLUTION FOR CUSTOMERS

We always strive to come to a mutual understanding with our customers. Please contact our customer service team at [email protected] or through one of the other contact methods available on our website.

If a dispute cannot be resolved internally, you may seek advice from the Competition and Consumer Protection Commission (CCPC) in Ireland or another independent consumer advice service.

We are not obliged and do not agree to participate in alternative dispute resolution proceedings through a consumer arbitration board unless required by applicable law.

In accordance with EU Regulation No 524/2013 on Online Dispute Resolution, please note that the European Commission provides an online dispute resolution (ODR) platform for consumers. The ODR platform can be accessed at: https://eur-lex.europa.eu/eli/reg/2024/3228/oj. This platform may be used by consumers to resolve disputes arising from online contracts with traders established in the EU. Our email address for ODR purposes is [email protected].

26. PRICE AND PAYMENT

26.1 The price of the product (including applicable VAT where required by law) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However, please see clause 26.3 for what happens if we discover an error in the price of the product you order.

26.2 If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

26.3 It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is lower than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated on our website, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

26.4 You can pay for products by bank transfer to the bank account nominated by us or by using the payment methods made available on our website, including Klarna and AfterPay.

26.5 Our prices include applicable VAT where required by law. The applicable VAT amount will be shown during checkout and stated on your invoice.

27. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU IF YOU ARE A CONSUMER

27.1 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a reasonably foreseeable result of our breaking this contract or failing to use reasonable care and skill. We are not responsible for any loss or damage that is not reasonably foreseeable. Loss or damage is reasonably foreseeable if either: (a) it is obvious that it will happen; or (b) at the time the contract was made, both we and you knew it might happen.

27.2 We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose, we will have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.

28. OUR LIABILITY IF YOU ARE A BUSINESS

28.1 Nothing in these terms limits or excludes our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) breach of any implied condition relating to title or quiet possession; or (d) defective products where liability cannot lawfully be excluded or limited under applicable law.

29. GOVERNING LAW AND JURISDICTION

These Terms are governed by Irish law. Any dispute arising in connection with these Terms shall be subject to the non-exclusive jurisdiction of the Irish courts. Nothing in these Terms affects your rights as a consumer to rely on mandatory provisions of the law of the country in which you reside.