Shipping&Returns

We want ordering from Kanstar to be simple and worry-free. Below you will find information about:

DHL delivery from Belgium · 14-day right of withdrawal · Tracked returns · 2-year EU legal guarantee

Shipping · Withdrawal · Returns · Refunds · Legal Guarantee · Online Form

Shipping & Delivery

Orders are shipped from Belgium with DHL.

Orders are normally prepared for dispatch within one business day. Once your order has been shipped, you will receive an email with your DHL tracking information.

Estimated delivery after dispatch

Destination	Estimated DHL delivery
Belgium and the Netherlands	1–2 business days
Other EU countries	2–5 business days

Delivery times are estimates and exclude weekends and public holidays. Occasional delays may occur because of high parcel volumes, weather conditions or other circumstances outside our control.

Available delivery options and shipping costs are shown at checkout before payment.

Delayed, lost or damaged parcels

If your parcel is delayed, lost or arrives damaged, please contact Kanstar through our online form. We will investigate the shipment directly with DHL.

Please keep the parcel and its packaging if the product arrives damaged, as photographs may be required for the DHL claim.

14-Day Right of Withdrawal

You have the right to withdraw from your online purchase within 14 days after receiving the last item in your order, without giving a reason.

To exercise this right, submit the online form before the 14-day period expires. You then have another 14 days to return the product.

[Withdraw from or Return an Order]

For a standard withdrawal or change-of-mind return, the customer pays the direct return shipping cost. Kanstar can provide a DHL return label and will tell you the cost before the label is issued. This amount may be deducted from your refund.

Please return Lumi in its original packaging and include all accessories and the charging cable. You may inspect the product as you would in a physical shop. Handling or use beyond what is necessary to inspect the product may result in a reasonable reduction of the refund if it decreases the product’s value.

The 14-day right of withdrawal is separate from your rights concerning damaged, faulty or incorrectly supplied products.

How to Return an Item

We use one simple online process for cancellations, returns and guarantee requests.

Available request types

Choose one of the following options in the online form:

Cancel an order before dispatch
14-day withdrawal or change of mind
Product damaged on arrival
Wrong product received
Product fault or guarantee claim
Other request

Return process

Open the online return form.
Enter your email address and order number.
Select the product and request type.
Add a short description. For damaged or faulty products, you may also upload photographs.
Submit the request and wait for our confirmation.
If the return is approved, we will send you the DHL return instructions and, where applicable, a DHL return label.
Pack the product securely in its original packaging, together with all accessories and the charging cable.
Hand the parcel to the indicated DHL service point and keep your shipping receipt.

Please do not send a product back without first submitting the online form, as we need the order information to identify and process the return.

Returns & Refunds

Return shipping costs

14-day withdrawal or change of mind: the customer pays the direct return shipping cost.
Wrong product, transport damage or confirmed product fault: Kanstar pays the return shipping cost.
Order cancelled before dispatch: no return shipping cost applies.

Refunds

Approved refunds are made to the original payment method.

For a complete withdrawal from an order, we refund the product price and the cost of the least expensive standard delivery option offered at checkout. Additional charges for express or premium delivery are not refunded.

For a partial return, the original delivery cost is normally not refunded unless the remaining order would have qualified for a lower delivery charge.

We may wait until we receive the returned product, or receive evidence that it has been sent, before completing the refund. Once Kanstar has processed the refund, your bank or payment provider may need additional time to show it in your account.

If returned products or accessories are missing, damaged or used beyond what is necessary for inspection, a reasonable reduction may be made for the resulting loss in value.

Faulty Products and the 2-Year EU Legal Guarantee

Lumi is covered by the 2-year EU legal guarantee, starting from the date of delivery.

The legal guarantee covers a lack of conformity, including manufacturing defects and hardware or included digital functions that do not work as described at the time of sale.

For a valid guarantee claim, Kanstar will provide an appropriate solution free of charge. Depending on the circumstances, this may include:

Repairing the product;
Replacing the product;
Reducing the purchase price; or
Refunding the purchase if repair or replacement is not possible or cannot reasonably be completed.

Kanstar pays the necessary return and replacement shipping costs for an accepted guarantee claim.

The legal guarantee does not cover normal wear and tear, accidental damage, liquid damage, improper use, unsuitable charging equipment or unauthorised repairs or modifications.

These conditions do not limit any mandatory consumer rights provided by EU or national law.

[Submit a Guarantee Claim]

Online Return & Withdrawal Form

Use this form for cancellations, 14-day withdrawals, returns, damaged products and guarantee claims.