Returns & Refunds Policy
Last updated: 22 August 2026
Lumsy Limited | Registered in England and Wales | Company No. 16594068
91 Walm Lane, London, NW2 4QG, United Kingdom | info@lumsyorganic.co.uk
We want you to be satisfied with your Lumsy order. This policy explains how we handle cancellations, returns, replacements and refunds. Nothing in this policy limits your statutory consumer rights.
1. Food products and change-of-mind returns
Our products are food. The statutory 14-day cancellation right does not apply to goods that are liable to deteriorate or expire rapidly. In addition, sealed goods that are not suitable for return for health-protection or hygiene reasons cannot normally be returned once unsealed.
For these reasons, we generally cannot accept change-of-mind returns of food products after dispatch. If you wish to cancel before dispatch, contact us immediately. We will try to stop the order, but cancellation cannot be guaranteed once processing or dispatch has begun.
2. Damaged, defective, unsafe, incorrect or missing products
If a product arrives damaged, defective, unsafe, incorrect or missing, contact info@lumsyorganic.co.uk as soon as possible. For visible damage or a food-safety concern, please contact us preferably within 24 hours of delivery so we can investigate promptly. Include:
• Your name and order number.
• A clear description of the problem.
• Photographs of the outer packaging, product and damage where possible.
• The batch or lot code and best-before date where available.
• Whether you would prefer a replacement or refund, subject to availability and your legal rights.
Do not consume a product if the seal is broken, the jar is damaged, the product appears contaminated, or you have another reasonable safety concern. Keep the product and packaging until we advise whether they are needed for investigation or safe disposal.
3. Your statutory rights
Products must be as described, of satisfactory quality and fit for purpose. If they do not meet these requirements, you may be entitled to a refund, replacement or another remedy under the Consumer Rights Act 2015. The legal time available for rejecting highly perishable goods may reflect how long it is reasonable to expect them to remain usable.
4. How refunds are issued
• Approved refunds are made to the original payment method unless another method is agreed.
• We will issue an agreed refund without undue delay and, where the law requires, within 14 days of agreeing that you are entitled to it.
• Bank or payment-provider processing times may affect when the funds appear in your account.
• Where an entire order qualifies for a refund because of our breach, we will also refund any delivery charge required by law.
5. Replacements
Where appropriate, we may offer a replacement. Replacement is subject to product availability and safe delivery. If replacement is impossible or disproportionate, or if you have a legal right to reject the goods, we will offer the remedy required by law.
6. Returns requested by us
Because the products are food, do not send anything back without contacting us first. If we require a return, we will provide instructions and cover reasonable return costs where the product is defective, incorrect or otherwise subject to a legal remedy.
7. Allergies, preferences and serving
Ingredients and allergens are provided on each product page and label. A dislike of taste or texture, or an allergy not caused by incorrect or misleading product information, does not by itself make a product defective. This does not affect your rights if the product information is inaccurate or the product is unsafe.
8. Product recalls
If a product is subject to a safety notice or recall, follow the instructions we publish or send to you. We may contact customers using order details where necessary to protect health, comply with legal obligations or manage a recall.
9. Contact
Email: info@lumsyorganic.co.uk
Registered office: 91 Walm Lane, London, NW2 4QG, United Kingdom
Lumsy Limited | Company No. 16594068 |