Refund policy
This Policy forms part of our Terms & Conditions of Sale. It explains your right to change your mind, your rights if something is wrong with your order, and how refunds work.
Nothing in this Policy affects your statutory rights.
PART A — CHANGING YOUR MIND
1. Cancelling straight after ordering
If you place an order by mistake, or change your mind straight away, email us at hello@lumaspritz.co.uk. If we can catch the order before it is processed, we will cancel it and refund you in full.
If your order has already been processed, you still have your legal right to cancel, explained below.
2. Your 14-day right to cancel
Under the Consumer Contracts Regulations 2013 you have 14 days from the day you receive your order to tell us you have changed your mind, and a further 14 days to send the goods back.
To cancel, email us at hello@lumaspritz.co.uk with your order number, name and address. Email is the quickest way and the one we prefer, but you can tell us by any clear statement — a letter or a phone call is equally valid. Sending your message before the deadline is what matters, even if we don't see it until afterwards. Simply returning goods without telling us is not enough.
Please include your order number or a copy of your dispatch note inside the parcel so we can identify your return.
Returns address: LUMA Spritz Ltd, [ADDRESS], [POSTCODE]
3. What you get back
We will refund the price you paid for the goods, plus the basic outbound delivery charge you paid to receive them. If you chose a more expensive delivery option than our standard service, we refund the standard rate.
If you cancel only part of your order, we refund the price of the cancelled items. Where the remaining items would not have qualified for free delivery, we may recalculate the delivery charge that would have applied.
4. Return postage
You pay the cost of returning the goods to us when you are exercising your right to change your mind. We estimate this at around £5 using a standard tracked parcel service, though the actual cost depends on the service you choose and where you are.
You do not pay return postage where the goods are faulty, damaged, mis-described or incorrect — see Part B.
Cans are fragile in transit. Please return them in their original outer packaging or equivalent protective packaging, seal the parcel securely, and use a tracked service. You are responsible for the goods until they reach us, so please keep proof of postage. Some couriers restrict the carriage of alcohol — check with yours before posting.
5. Opened cans
Each of our cans is individually sealed at the point of production. Once a can has been opened, its contents cannot be verified as safe for resale.
Under regulation 28(3)(a) of the Consumer Contracts Regulations 2013, the 14-day cancellation right does not apply to sealed goods that are unsuitable for return on health or hygiene grounds once unsealed. This means:
- Unopened, sealed cans can be returned within the 14-day period for a full refund.
- Cans that have been opened cannot be returned under the change-of-mind right.
- Where a multipack contains a mix of opened and sealed cans, we refund the sealed cans and not the opened ones.
We do not operate a blanket "no returns on alcohol" policy. Your statutory right applies fully to unopened product.
6. When we may reduce your refund
We may reduce your refund to reflect any reduction in the value of the goods caused by handling them beyond what is necessary to establish their nature and characteristics — beyond what you could have done in a shop.
In practice: unopened, undamaged cans in resaleable condition get a full refund. Cans that are dented, have damaged or removed labels, or have been stored in a way that affects their condition may be refunded at a reduced amount reflecting the loss in value.
We will always tell you if we intend to make a deduction, and explain why, before processing your refund.
7. When and how you get your refund
We will refund you within 14 days of the earlier of:
- the day we receive the goods back, or
- the day you provide evidence that you have sent them back.
If no goods were sent to you — for example, you cancelled before dispatch — we refund within 14 days of you telling us you have changed your mind.
Refunds go back to the payment method you used for the original transaction. How quickly the money appears depends on your bank or card issuer, typically a further 3–5 working days.
8. What the change-of-mind right does not cover
The right to change your mind does not apply to opened cans (section 5), goods made to your specification or clearly personalised, goods inseparably mixed with other items after delivery, or redeemed gift cards and vouchers.
These exceptions apply only to the change-of-mind right. If a product is faulty, damaged, mis-described or unsafe, your rights under Part B apply in full, including where the can has been opened.
PART B — IF SOMETHING IS WRONG WITH YOUR ORDER
These are your rights under the Consumer Rights Act 2015. They are in addition to the change-of-mind right in Part A.
9. Faulty, damaged or incorrect goods
Email hello@lumaspritz.co.uk with your order number, a description of the problem, photographs of the products and outer packaging, and the batch code and best-before date printed on the can. We ask for the batch code so we can meet our food-safety traceability obligations and investigate properly. We will not delay your remedy unreasonably while we investigate.
If your order arrives damaged, leaking or otherwise not right, please tell us within 48 hours if you can — it helps us claim against our courier. You have 30 days from delivery to exercise your short-term right to reject faulty goods and receive a full refund. After 30 days you remain entitled to a repair, replacement or refund under the Consumer Rights Act.
Don't post damaged cans back to us. We will not ask you to, and we will replace or refund either way. Where we do ask you to return faulty, damaged, mis-described or incorrect goods, we arrange the return or reimburse your reasonable postage costs in full.
If you believe a product is unsafe, please do not consume it. Contact us immediately and, if you have suffered any adverse reaction, seek medical advice.
10. What is not a fault
The following are normal characteristics of a product made with natural ingredients and do not give rise to a remedy:
- natural variation in colour, aroma or flavour between batches;
- sediment or slight cloudiness;
- deterioration caused by storage in unsuitable conditions after delivery, such as prolonged heat or direct sunlight;
- deterioration in a can consumed after its best-before date;
- damage caused by misuse, accident or freezing after delivery;
- not liking the taste — though we would still like to hear from you, and the change-of-mind right in Part A covers this if the cans are unopened and within 14 days.
11. Lost deliveries
If your order has not arrived, see our Delivery Policy. Once a parcel is confirmed lost, we will resend your order or refund you in full, including delivery.
PART C — OTHER SITUATIONS
12. Refused or failed deliveries
Because we sell alcohol, deliveries must be received by someone aged 18 or over. If a delivery cannot be completed — including because of a failed age verification — and the order is returned to us, we will refund the price of the goods on receipt.
Where you are also exercising your statutory right to cancel, section 3 applies and the outbound delivery charge is refunded too.
13. Subscriptions
You can cancel at any time, for any reason, free of charge, using the link in any subscription email, in your account, or by emailing hello@lumaspritz.co.uk. We will not ask you to telephone us or to give a reason.
If you cancel after payment has been taken but before that delivery has been dispatched, we will cancel the delivery and refund you in full.
Each subscription delivery is a separate distance contract, so the 14-day right to change your mind applies to every delivery on the same terms.
14. The Founding List
Joining the founding list takes no payment, so there is nothing to refund. You can leave at any time using the unsubscribe link in any email.
15. Gifts
If you bought a product as a gift, the contract is with you, not the recipient. Only you can exercise the right to cancel or claim a remedy, and any refund goes to your original payment method. We are happy to deal with the recipient about a faulty product with your authority.
16. Promotional and discounted orders
Where you return goods bought with a discount code or as part of a multi-buy offer, we refund the amount you actually paid, not the full list price. If a partial return means the conditions of an offer are no longer met, we may adjust the refund accordingly. We will explain the calculation before processing.
17. Refunds where the original payment method is unavailable
If your original payment method is closed or expired, contact us and we will agree an alternative method with you.
18. Complaints
If you are unhappy with how we have handled a return or refund, contact us at hello@lumaspritz.co.uk marked "Complaint". Our complaints procedure is set out in clause 17 of our Terms & Conditions of Sale.
You can also get free, impartial advice from the Citizens Advice consumer service at www.citizensadvice.org.uk or on 0808 223 1133.
CONTACT
Email: hello@lumaspritz.co.uk
Returns address (for sending goods back only — we cannot accept a cancellation request by post at this address): LUMA Spritz Ltd, 36 Owlstone Road, Newnham Cambridge, CB3 9JH
LUMA Spritz Ltd · Registered in England and Wales, company number 17260079