Refund policy
Last updated: 21 July 2026
30-Day Return Policy
You may request a return within 30 days of receiving your order.
You can submit a return request through your LMNC customer account:
Sign in using the email address associated with your order, select the relevant order and follow the instructions provided.
Alternatively, contact us at info@luminance.fi and include:
- Your order number
- The item or items you wish to return
- Your reason for returning the item, if you wish to provide one
Customers exercising their statutory right of withdrawal are not required to provide a reason.
If you placed your order using only a phone number, use the order-management link included in your SMS order confirmation. You may also contact us if you cannot access your order online.
Returns must be sent to:
Luminance Oy
Pyhtäänkorventie 18 B 66
01530 Vantaa
Finland
Submitting a return request does not mean that the return has automatically been approved. Please wait for our confirmation and return instructions before sending the item.
Returns sent without sufficient identifying information may be delayed or impossible to process.
Condition of Returned Items
During the statutory 14-day withdrawal period, you may examine an item in the same way as you reasonably could in a physical store.
Returned items should be clean and include their tags and original packaging where reasonably possible. Missing or damaged packaging does not automatically cancel your statutory right of withdrawal.
If an item has been handled more than necessary to establish its nature, characteristics and fit, we may deduct an amount corresponding to its diminished value from the refund.
For returns requested after the statutory 14-day period but within our voluntary 30-day return period, the item must be unworn, unused, unwashed and in resalable condition, with its original tags attached.
Return Shipping Costs
Unless the item is defective, damaged, incorrect or otherwise non-conforming, you are responsible for arranging and paying the direct cost of returning it.
Original delivery costs are refunded up to the cost of the least expensive standard delivery method offered for the order. Additional costs resulting from selecting express delivery or another more expensive delivery method are not refunded.
We recommend using a tracked shipping method and retaining your return receipt. We are not responsible for return parcels lost in transit.
European Union Right of Withdrawal
Consumers purchasing online within the European Union have the statutory right to withdraw from an eligible purchase without giving a reason.
You must notify us of your decision within 14 days of receiving the order. After notifying us, you must return the items within a further 14 days.
You may notify us through your LMNC customer account or by emailing info@luminance.fi with a clear statement that you wish to withdraw from the purchase. Providing your order number will help us process the request.
This statutory right applies to eligible sale items as well as full-price items.
Order Cancellations
You can request the cancellation of an eligible order through your LMNC customer account before the order has been fulfilled:
If you ordered using only a phone number, use the order-management link included in your SMS order confirmation or contact info@luminance.fi.
Once an order has been fulfilled or dispatched, it can no longer be cancelled through the customer account. You may instead request a return in accordance with this policy.
Damaged, Defective or Incorrect Items
Please inspect your order after delivery. If an item is damaged, defective or incorrect, contact us as soon as possible at info@luminance.fi.
Please include:
- Your order number
- A description of the issue
- Photographs of the product and packaging where appropriate
If an item is confirmed to be defective, damaged or incorrect, we will arrange an appropriate remedy and cover the reasonable return costs.
Your statutory consumer rights regarding defective or non-conforming products are not affected by this policy.
Exceptions
The statutory right of withdrawal may not apply to:
- Items made or clearly personalised according to the customer’s specifications
- Sealed goods that cannot be returned for health-protection or hygiene reasons after the seal has been broken
- Other products excluded from the right of withdrawal under applicable mandatory law
These exceptions do not limit your rights if an item is defective, damaged or incorrectly supplied.
Sale items remain eligible for the statutory 14-day right of withdrawal. However, unless otherwise stated, sale items may be excluded from LMNC’s voluntary extended return period covering days 15–30.
Exchanges
We do not currently process direct exchanges.
To order a different size or product, return the original item and place a separate order for the replacement. The new order is subject to current availability and pricing.
Refunds
We will notify you after receiving and inspecting your return.
Approved refunds will be issued using the original payment method. We will process the refund without undue delay and no later than 14 days after receiving your statutory withdrawal notice.
We may withhold the refund until we have received the returned items or you have provided evidence that they have been sent.
Processing times after the refund has been issued depend on your bank or payment provider.
Store credit or a gift card will only be used instead of the original payment method if you expressly agree to it, except where the original purchase was paid using store credit or a gift card.
Contact Information
Seller: Luminance Oy
Business ID: 3543075-6
Email: info@luminance.fi
Telephone: +358 45 124 3612
Return address: Pyhtäänkorventie 18 B 66, 01530 Vantaa, Finland