14-day right of withdrawal
As a consumer in the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving your product, without giving any reason. This right is guaranteed under EU Directive 2011/83/EU and Belgian consumer protection law.
The withdrawal period expires 14 days after the day on which you, or a third party indicated by you (other than the carrier), physically receives the product.
How to start a return
To exercise your right of withdrawal, contact us within 14 days of receiving your product:
- Send an email to hello@levellume.com with your order number and a clear statement that you wish to return the product.
- We will confirm receipt of your return request and provide you with return instructions within 2 business days.
- You then have 14 days from the date of your notification to ship the product back to us.
Conditions for returns
To be eligible for a return, the product must meet the following conditions:
- The product must be unused and in the same condition as when you received it.
- It must be in its original packaging, including all accessories, manuals, and protective materials.
- You may unbox and inspect the product as you would in a physical store, but any use beyond reasonable inspection may reduce the refund amount.
We reserve the right to reduce the refund to reflect any diminished value of the product resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.
Return shipping
- For standard returns (change of mind), the customer pays the cost of return shipping.
- For defective or incorrect products, Level Lume covers the return shipping costs.
- We recommend using a tracked shipping service, as we cannot be held responsible for items lost in transit during return.
Refund process
Once we receive and inspect your returned product, we will notify you by email whether your refund has been approved.
- Approved refunds are processed within 14 days of receiving the returned product.
- The refund is issued to the same payment method used for the original purchase.
- Depending on your bank or card issuer, it may take an additional 5–10 business days for the refund to appear on your statement.
- Original shipping costs are refunded only if the return is due to a defect or an error on our part. If you chose an upgraded shipping method at checkout, we refund only the standard shipping cost.
Defective products
All Level Lume products come with a 2-year legal guarantee under Belgian law. If your product has a defect that existed at the time of delivery and manifests within two years, you are entitled to a remedy.
- Contact us at hello@levellume.com with your order number, a description of the defect, and photos if possible.
- Depending on the nature of the defect, we will offer a repair, replacement, or full refund.
- For warranty claims, we pay the return shipping costs.
- The warranty does not cover damage caused by misuse, unauthorised modifications, improper installation, or normal wear and tear.
Exceptions
- Products that have been custom-made or personalised to your specifications cannot be returned unless defective.
- Products that have been installed and used beyond reasonable inspection are not eligible for a change-of-mind return.
Contact
Have questions about a return or need help? We're here for you.
We aim to respond to all return and refund inquiries within 2 business days.
Last updated: March 2026