Returns & withdrawal

As a consumer buying from Lumyè, you may withdraw from a distance contract within 14 days without giving any reason. The same right applies to sole traders whose purchase is not related to their professional activity.

Our shop works without customer accounts — to withdraw from your purchase, all you need is your order number and the email address you used when ordering.

Withdrawal period

The 14-day period starts on the day you take possession of the goods (or of the last item, if your order was delivered in several parts). To meet the deadline, it is enough to send your withdrawal statement before the period expires.

How to withdraw

The easiest way is the withdrawal form at the bottom of this page. Enter your name, the email address used for the order and your order number — you will find it in your order confirmation email. After you submit the form, you will receive an email confirming your request, including its content and the date and time it was submitted. Please keep this email as proof of withdrawal.

You can also send your withdrawal statement by email to info@rayagroup.pl or by post to: Raya Group Sp. z o.o., Al. Jerozolimskie 85/21, 02-001 Warszawa, Poland.

Returning the goods

Please send the goods back without undue delay and no later than 14 days after withdrawing from the contract, to: Raya Group Sp. z o.o., Al. Jerozolimskie 85/21, 02-001 Warszawa, Poland. The deadline is met if you send the goods before it expires. You bear the direct cost of returning the goods.

You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. Please pack the products carefully — especially the ceramics and glass bottles.

Refunds

We will refund all payments received from you, including the cost of delivery (except for supplementary costs resulting from your choice of a delivery method other than the least expensive standard delivery we offer), without undue delay and no later than 14 days from the day we receive your withdrawal statement.

We will use the same means of payment you used for the original purchase, unless you have expressly agreed otherwise; you will not incur any fees as a result. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them, whichever is earlier.

Complaints

We are responsible for the goods being in conformity with the contract. If a product arrives damaged or does not match your order, please contact us at info@rayagroup.pl — ideally with your order number, a description of the problem and photos. We will respond to your complaint within 14 days of receiving it.

Contact

• Raya Group Sp. z o.o., Al. Jerozolimskie 85/21, 02-001 Warszawa, Poland, NIP (tax ID): 549 241 35 19,
• email: info@rayagroup.pl,
• phone: +48 662 168 666.