Trade Policy / Customer Relations
Regarding Customer Relations, Trade Policy, and Warranty Terms Products featured in our showrooms and on our website are subject to the terms stipulated by the Law of Georgia "On the Protection of Consumer Rights." You can find the essential information you need in the text below:
Key Provisions / What You Should Know:
- Manufacturing Defect This refers to a latent production defect or damage originating from the manufacturer. Warranty obligations do not cover damage resulting from natural wear and tear, improper use, mechanical impact, or incorrect installation/assembly.
- Upon receiving the products, the customer must—in the presence of the courier or a branch employee—inspect the items to verify their visual condition and ensure that all mechanisms are functioning correctly. Claims regarding visible visual or mechanical defects will not be accepted after signing.
- In the event that any type of manufacturing defect is discovered, the customer must contact the company and provide a detailed explanation of the issue.
- The price of products displayed in the showroom or on the website does not include services for the assembly or installation of furniture/lighting. Furthermore, the price does not cover the delivery of heavy (over 5 kg) or bulky items to upper floors. Delivery rates are governed by the "Delivery and Payment" terms.
Warranty and Commercial Obligations:
- The warranty period (2 years) begins from the moment the product is transferred into the customer's possession.
- Upon the transfer of the sold goods to the customer, the risk of accidental damage to or destruction of the goods passes to the customer. The same rule applies when the customer personally collects the item from a branch/warehouse or sends their own courier or a taxi; in such cases, the warranty for any damage sustained during transport is immediately voided.
- Each product must be used in accordance with the conditions specified in the manufacturer's instructions.
- Items purchased at a physical branch that are free of defects cannot be returned; they may only be exchanged. Within 3 days.Items purchased online that are free of defects may be returned. within 14 calendar days (Excluding custom orders or items that have already been assembled/installed), provided that the customer covers the transportation costs.
Dispute Resolution and Expert Assessment:
- For the first 6 months following receipt, the burden of proof regarding the existence of a manufacturing defect in an item lies with "Lumos." After this period expires, the burden shifts to the consumer, who must then prove the existence of a manufacturing defect through an independent expert assessment.
Conditions for the complete (100%) voiding of the warranty (by category):
- General rules: The consumer fails to provide a receipt/invoice; the item is damaged during self-pickup or transport via taxi; the consumer has attempted unauthorized repairs or modified the item’s construction.
- Lighting (chandeliers, wall lamps, track lighting systems): Improper installation; voltage fluctuations in the electrical network or a short circuit; use of bulbs with an inappropriate wattage; moving light fixtures along a track system while they are energized (under voltage); exposure of the fixture housing to moisture or water.
- Upholstered furniture and chairs: Exceeding the weight limit (90–125 kg per seat); jumping on the furniture, or sitting on the armrests or backrests; damage to the unfolding/reclining mechanism caused by the application of excessive force; cleaning with prohibited chemical solutions, alcohol, or acetone. Damage caused by animals; moving furniture by dragging it across the floor.
- Pools and filters: Turning on the pump without water; damage to the system caused by debris or pebbles entering it due to the absence of a protective mesh; tearing or cutting of the pool material due to placement on an uneven surface; use of prohibited chemicals.
- Tables, coffee tables, console tables, and TV stands: Cracks or chips in ceramic, glass, or artificial marble caused by a sharp impact; swelling or cracking of wood or MDF surfaces due to prolonged exposure to water or moisture; placing hot objects directly on the surface without a protective stand; cleaning with abrasive or acidic agents; loosening of the legs caused by dragging the item across the floor.
- Mirrors, artificial plants, and outdoor furniture: Breaking of a mirror due to mechanical impact or insecure wall mounting; damage to the backing layer caused by liquids; Fading of plants due to direct sunlight or proximity to a heater; damage to outdoor furniture—caused by hail, frost, or strong winds—resulting from leaving it uncovered in the open; mold growth on cushions due to them being left out in the rain.
General rules for the care and use of furniture:
- Temperature and Placement: An air temperature between +10°C and +28°C, with a relative humidity of 40–65%, is recommended. Do not place furniture in direct sunlight, near heating sources, or in damp areas.
- Moving and Loading: When moving furniture, lift it off the floor before relocating it. Avoid applying concentrated pressure or excessive weight to the furniture's surfaces.
- Cleaning: To remove fresh stains from fabric, use only a damp cloth and liquid soap. The use of chemical solvents or abrasive powders on leather furniture is prohibited.
- Mattresses: Rotate the mattress every 3–6 months to maintain its proper shape. Ensure the mattress is positioned correctly within the bed frame to prevent deformation.
- Bathroom Furniture: If water comes into contact with MDF/laminate surfaces, the furniture must be wiped dry immediately. Ensure proper ventilation.
"Lumos" wishes you all the best!