If something you bought isn’t safe

If something you bought on Luma could hurt someone, or already has, tell us. A person reads every report, and a safety report goes to the front of the queue.

If someone is hurt

Get medical help first. In an emergency, call 999.

Stop using the item, and keep it along with its packaging and any label or instructions. They’re what shows us, and anyone else looking into it, what went wrong.

Tell us

There are three ways in, depending on where you are:

• On the listing. Select Report this listing, choose Product Quality / Safety Concern, and tick Sharp edges / choking hazard if that’s what it is.
• After buying it. Report from your order page with Report a standards concern. You get the same form, plus Safety issue encountered during use, which is the one to tick if it hurt someone or nearly did.
• Without an account. Use our contact form, choose Report illegal or harmful content, then Something that isn’t safe to use.

Photos help, of the item and of anything that went wrong with it. So does telling us what happened, in your own words.

What happens next

A report of a hazard or an injury skips the queue and alerts the team straight away, whichever of the three routes it came through. We look at the listing, what you’ve sent us and anything else we’ve heard about that shop.

What we may do

Depending on what we find, we may:

• take the listing down
• stop the shop taking any new orders
• refund you
• tell everyone who bought the same item to stop using it

We won’t always tell you which of these happened, because what happens to someone else’s shop is between us and them. If you want to know where you stand on a faulty item, our returns policy sets out your rights.

Trading Standards

You can report an unsafe product to Trading Standards as well as to us, and it’s worth doing if someone was hurt. In England and Wales, go through the Citizens Advice consumer helpline. In Scotland it’s Advice Direct Scotland, and in Northern Ireland it’s Consumerline.

The maker’s side

Each maker is responsible for their items meeting the safety rules for what they make. Toys and cosmetics carry the heaviest of those, and a maker confirms they’ve met them before a listing in either can go live. Your responsibilities as a maker lists the rules.

We check listings ourselves as well as reading reports, and when a safety concern is raised we ask the maker for the paperwork the rules say they keep.