Lucerna Studio

Returns & Exchanges

Right to Return

In accordance with the legislation of Ukraine and the European Union, you have the right to return the product within 20 days from the moment of receiving the order.

This right applies to standard products presented in the online store catalog.

Return Conditions

Product return is possible under the following conditions:

  • The product has not been used and maintains its appearance
  • The product has no damage or signs of use
  • Original packaging is preserved (if possible)
  • Documents confirming the purchase are available (receipt, order confirmation)
  • Return is made within the established terms (20 days from receipt)

Products Not Subject to Return

Please note: products made to individual order (custom lamps) are not subject to return in accordance with consumer protection legislation.

This applies to:

  • Lamps made to individual parameters (size, shape, color)
  • Products made according to individual customer requirements
  • Products that cannot be returned due to their individual characteristics

Return Process

To return a product, follow these steps:

  1. Contact us: send a return request through the "Send us a message" form or to the email specified in the contacts. Indicate the order number and reason for return.
  2. Wait for confirmation: we will review your request and confirm the possibility of return.
  3. Pack the product: pack the product in the original packaging (if possible) or secure packaging for safe shipping.
  4. Ship the product: ship the product to the address we will provide. Return shipping cost is paid by the buyer.
  5. Wait for inspection: after receiving the product, we will check its condition.

Request Review Terms

We review return requests within 3 business days from the moment of receipt. After review, we will notify you of the decision.

Refund

After receiving and checking the product, we process the refund.

Refund terms: 5-10 business days from the moment of confirming acceptance of the product for return.

Refund method: funds are returned to the same details from which payment was made, or by another method by agreement.

Return Shipping Cost

Return shipping cost is paid by the buyer.

If the return occurs due to our error (product mismatch, defect, damage during delivery), the shipping cost is compensated by us.

Product Exchange

Product exchange is possible in cases:

  • The product has a manufacturing defect
  • The product does not match the description on the website
  • The product is damaged during delivery (if it is not the buyer's fault)

In case of exchange, we will provide delivery of the new product at our expense.

Warranty Cases

If the product has a manufacturing defect or does not match the declared characteristics, you have the right to:

  • Free repair or replacement of the product
  • Refund
  • Price reduction

The warranty period is established in accordance with the legislation and depends on the type of product.

Contacts for Returns

To process a return or exchange, contact us:

Lucerna Studio
Email: in the "Contacts" section
Phone: in the "Contacts" section
"Send us a message" form on the "Contacts" page

When contacting, please indicate:

  • Order number
  • Product receipt date
  • Reason for return/exchange
  • Product photos (if there is damage)

Last updated: January 10, 2026