Returns, Refunds & Warranty

Cancellation

You can cancel an order free of charge within 24 hours of placing it: email dogukan@luminagates.com with your order number. After 24 hours your gate enters production and the order can no longer be cancelled.

Made-to-measure goods

Every Lumina gate is manufactured to the dimensions and finish you choose, so it cannot be resold. For that reason we do not accept returns for change of mind or for measuring errors. We always confirm the final dimensions by email before production starts, so please check that email carefully.

Damaged, defective or not as ordered

If your gate arrives damaged, has a manufacturing defect, or differs from the configuration you ordered, contact us within 14 days of delivery with photos. We will, at your choice and where practical, repair it, remake it or refund it in full. Return shipping, if needed, is arranged and paid by us.

If it does not fit

If a gate does not fit because the opening was measured incorrectly, it is not covered by the return policy, but we will help. Many gates can be adjusted, and we remake gates for customers at a reduced price. Email us with photos and the actual measurements.

Refunds

Refunds are issued to the original payment method within 5-10 business days of our confirmation. Card issuers and PayPal may take a few further days to show the credit.

Warranty

Every gate carries a 5-year warranty on the frame and hardware against defects in materials and workmanship, starting on the delivery date. The warranty does not cover damage caused by misuse, modification, incorrect installation, exposure to the elements, or normal wear of painted and oiled finishes. To make a claim, email dogukan@luminagates.com with your order number and photos; we repair or replace the affected part.

Your statutory rights

Nothing in this policy limits the rights you have under the consumer-protection laws of your country.