Delivery & Returns Policy


Online delivery charges vary depending on product type, quantity and the location of delivery. Standard products, going to a mainland UK address typically have a delivery charge of £9.95 ex vat, or free if the order value is over £100 ex vat. However, additional charges will occur if a specific product requires a dedicated courier service. Products typically affected by an increased delivery charge are cabinets and orders with a larger unit quantity. 

Items going to the Scottish Highlands, Ireland, The Channel Islands and other addresses outside of the UK will need to be quoted. Order your item as usual and we will contact you separately with a delivery cost.

Items in stock will normally be dispatched within 48 hours (excluding weekends) with a courier on a 1-2 day delivery service. An email confirmation will be sent to you within 24 hours of your order being placed (excluding weekends) to confirm your estimated despatch date.

Express Delivery options are available for a select number of products at the checkout depending on current stock levels. If this option does not appear and a specified or urgent delivery is required, then please do not hesitate to call us on 01752 698720.

A lead time may apply to items which are out of stock (ranging from 5 to 20 working days – the most up-to-date information will be displayed on the relevant product page).

All delivery prices quoted are for a door-to-door delivery service (ground floor main entrance) to a mainland UK address (as specified by our couriers).

If there is restricted access to your delivery address to large arctic vehicles, then please advise us at the time of placing your order so that we can ensure that we liaise with you regarding the delivery method used. (An additional charge may apply)

All orders are checked thoroughly before leaving our premises. On receiving your goods, you should inspect them as soon as possible and any damage must be reported to Luminati on 01752 698720 within 24 hours of delivery. Photographic evidence of damaged goods will be requested where necessary to enable us to make a claim from our carrier.

Material Inspection and Installation

It is imperative that the goods be thoroughly inspected prior to installation. Any damage, defects, or discrepancies with the goods must be identified and reported before the installation process begins. In the event that damage or any issues with the goods are discovered after the installation has taken place, Luminati will regrettably be unable to provide a refund or arrange for a replacement of the order.


Your items will be packed and shipped with the greatest care. If your items fail to arrive in good condition, you MUST advise us within 24 hours of receipt. Please email images of damaged product to [email protected] who can arrange for replacements to be sent.
If the items you have ordered are not suitable for your requirements or are a different size / colour than you expected, provided they are not custom made to order items, you can request a return within 14 days of receipt.

To request a return please call our Customer Services team on 01752 698720
If you wish to return an item, you will be responsible for returning the goods to us and must pay the costs of shipping for the return. Any goods returned must be received by us in the same resalable condition and, as far as possible, in the same packaging as when they were delivered to you.

It is vital that you obtain a proof of postage certificate when returning goods as we cannot be held responsible for items lost in transit to us.

Custom made products and standard products where branding has been added cannot be returned unless they are faulty or differ substantially from the item ordered. The decision to accept the return of custom made products is entirely at the discretion of Luminati.

Returns will be subject to a 20% restocking fee.


Products that have been customised in any way cannot be returned or refunded.

You must inform our team if you wish to cancel your order as soon as possible. If you have ordered a custom item, we will need to check if it has been manufactured/fabricated yet in order to cancel and refund your order.

If your product has not been despatched but has already been customised, you cannot receive a refund.

Digital Screen Returns

If you have ordered a digital screen with us, please be aware of the below returns policy:-

1. All items must be returned to us in the original packaging and this must be in the same condition it was shipped.
2. The customer is responsible for the return of the hardware.
3. Once returned, all goods will be inspected to ensure they are in an unused condition.
4. If the goods are in a resellable condition then a refund will be offered, less 20% restocking fee and excluding packaging costs and delivery charges.

Luminati is continuously updating and improving its product designs to meet the needs of its customers. Therefore, we accept no liability for any changes that have been made to the products detailed on our website.

For more information on our screen warranty please view: 

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