Lumen Purchase Protection Scheme

Your Lumen Credit account is offered in conjunction with a Card account provided by Transact Payments Limited. As a result, you do not have any rights under section 75 of the Consumer Credit Act 1974 when you make purchases using your Lumen Card. Instead, as a benefit of the Lumen Credit Account, we offer a free Purchase Protection Scheme detailed below. The Lumen Purchase Protection Scheme is not an insurance policy and we reserve the right to withdraw the Scheme to new claims at any time on reasonable notice. When applicable, the Lumen Purchase Protection Scheme entitles you to reimbursement for the full purchase price of the item or service plus the original shipping costs you paid, if any. Lumen determines, in its sole discretion, whether your claim is eligible for the Scheme based on the eligibility requirements set out below and any information or documentation provided during the resolution process, or any other information we deem relevant and appropriate under the circumstances. Lumen's determination is considered final.

The Lumen Purchase Protection Scheme does not override any rights that you might have directly against a merchant. If you experience an issue with an item purchased using your Lumen account, you must first attempt make reasonable efforts to resolve the matter directly with the merchant. If you are able to make a claim under an insurance policy or warranty, you must pursue that option first. We may ask you for evidence that you have done so before we allow you to submit a claim to us.

What is covered

You may be eligible for a refund of the full purchase price of the item or service purchased if all of the criteria in (1) are met, and one of the criteria in (2) is met.

• 1The item or service:
• was purchased within the last 12 months;
• cost more than £100 but less than £30,000;
• was purchased directly from the merchant using your Lumen Card and Lumen Credit account; and
• at least 50% of the total price was paid using your Lumen Credit account.

• 2You consider that your contract with your merchant, or your statutory rights under the Consumer Rights Act 2015 have been breached, for example because the item or service:
• is defective or does not meet the standard that a reasonable person would consider satisfactory;
• is materially not as described;
• is only partially supplied; or
• fails to arrive.

What isn’t covered

Claims will not be accepted for:

• purchases made by or on behalf of someone else;
• purchases made via third-party platforms (e.g., Amazon Marketplace, PayPal);
• purchases made for business or commercial use;
• items costing less than £100 or more than £30,000;
• cash withdrawals or cash-like alternatives;
• items with known defects disclosed at the time of purchase;
• items that were accurately described, but you later changed your mind; and/or
• the cost of repairs or refunds which exceed the cost of the item.

Making a claim

To submit a claim you must:

• first attempt to resolve the issue directly with the merchant or make a claim under your insurance policy or warranty (if applicable); and
• if you do not have insurance or warranty cover and/or are unable to contact the merchant and/or are unsuccessful in your attempt to resolve your claim with them, contact Lumen by email at [xxx] and provide:
• proof of purchase;
• a copy of your correspondence with the merchant;
• a clear explanation of the issue, including any breach or misrepresentation; and
• any other information we reasonably ask for in order to properly investigate your claim. You must respond to any requests we make for other documentation or information in a timely manner.
• During the claim process, you may be required to return the item to Lumen or send it to an approved service provider for repair. The Scheme does not entitle you to reimbursement for the shipping costs that you may incur in returning an item for refund/repair.
• Lumen will make a final decision, in its sole discretion, based on the eligibility requirements set forth above, any additional information provided during the claim process or any other information Lumen deems relevant and appropriate under the circumstances.