Terms and Conditions

Last updated: 22 September 2026 · Version v1

1. About these terms

Luma Market is an online marketplace for handmade goods, operated by Luma Market Ltd ("Luma Market", "we", "us", "our"), a company registered in England and Wales under company number 17253777. Our registered office is 82a James Carter Road, Mildenhall, IP28 7DE, United Kingdom.

These terms govern your use of our website at lumamarket.co.uk and the services we provide. By creating an account or using the marketplace, you agree to these terms and to our Privacy Policy. If you do not agree, please do not use Luma Market.

We use two terms throughout:

a Shopper is a user who browses and buys; and
a Maker is a user who creates and sells handmade listings.

You may be both.

Luma Market is for Shoppers in the United Kingdom. We deliver to addresses in England, Scotland and Wales only, and do not deliver to Northern Ireland at present. The Channel Islands and the Isle of Man are not part of the United Kingdom, and we do not deliver there either.

2. Our role as a marketplace

Luma Market is a platform that connects Shoppers with independent Makers. When a Shopper buys an item, the contract of sale is between the Shopper and the Maker, not with Luma Market. We are not the seller of Maker items and we do not own, hold or inspect stock.

We provide the tools that make the sale possible: listings, messaging, checkout, access to payment processing through our payment provider (Stripe), and a disputes and returns process. Each Maker holds their own account with the payment provider, under its terms, and payments for their sales are made into it. We may help resolve problems between Shoppers and Makers, but we are not a party to the sale itself except where the law treats us otherwise.

3. Eligibility and your account

You must be 18 or over to create an account or use the marketplace.
You must provide accurate information and keep it up to date.
You are responsible for keeping your login details secure and for activity under your account.
You may sign up with an email and password or with Google. Before you can use the marketplace, you must confirm you are 18+ and accept these terms.

You can close your account at any time from your profile settings, subject to completing any active orders (see section 13).

4. Buying on Luma Market (Shoppers)

Prices are shown in pounds sterling and include any applicable taxes unless stated otherwise. Postage is shown separately at checkout.
Placing an order is an offer to buy. Payment is taken at checkout through our payment provider (Stripe) and is received by the Maker; your bank statement shows the Maker’s name, which we tell you at checkout. A contract between you and the Maker is formed when your payment is confirmed, which is the point at which we send your order confirmation.
Makers are responsible for describing items accurately, making them, and posting them (handing them to Royal Mail or another carrier for delivery) within the times stated on the listing.
Some items can be personalised. Where you provide personalisation details, please check them carefully. Personalised items may have limited return rights (see section 6).
Pay through Luma. Our dispute process, the returns we run and any refund we can make cover orders placed and paid through Luma Market. If you arrange or pay for something with a Maker outside the platform, none of those protections apply to it. Your statutory rights against the Maker are unaffected.

5. Selling on Luma Market (Makers)

If you sell on Luma Market, you also agree that:

You honour your Shoppers’ consumer rights. By opening a shop you agree that the rights described in section 6 apply to every order you take, and that you will honour them whether or not you would count as a trader in law. Selling regularly to the public normally means you are one. Either way the obligations are yours: giving Shoppers the information the law requires before they buy, honouring the change-of-mind cancellation right, and supplying goods that meet the Consumer Rights Act 2015. We make most of those disclosures for you on the listing, in the basket and in the order confirmation, and you are responsible for what you tell us being accurate.
You tell Shoppers who they’re buying from. You give us the name you trade under and the geographical address your business is run from, and you keep both accurate. We show them to a Shopper buying from you, at checkout, in the order confirmation and on their order, because the law requires it of any business selling at a distance.
You sell from the United Kingdom. Your business must be run from the UK, and your business and return addresses must be UK addresses. The Channel Islands and the Isle of Man are not part of the UK, so we cannot take Makers based there.
Items must be handmade. Listings must genuinely be made or hand-finished by you, in line with our Handmade Standards. We may ask you to show how an item is made, including photos of your process or workspace, and we may review, suspend or remove listings that do not meet this standard.
We review each application before a shop can sell. A person at Luma looks at what you tell us you make, the photos of your work and any links you give us, before your listings can go live. We may ask you for more information first. If we refuse your application, we tell you why, on one of the grounds in section 13.
Photos show the real thing. Every photo and video you upload, on a listing, on your shop or in your application to sell, must be a real photo or recording of the item, your work, your workspace or you. Your shop logo is a design rather than a photo, so this rule does not apply to it. You must not use imagery made or changed by AI: no AI-generated product shots, no AI-made backgrounds or scenes, no generative fill or object removal, and no AI upscaling that adds detail the camera did not capture. Ordinary editing is fine (cropping, straightening, and adjusting light, colour and sharpness), and so is the processing your phone’s camera does on its own when it takes the picture. We may ask to see the original file, and we may remove photos or listings that break this rule.
Write for adults. Luma Market is for people aged 18 or over. Your listings, shop page and messages must be written for adults and must not target children, for example by speaking to a child directly or encouraging a child to buy, or to ask someone else to buy for them. You can sell toys and gifts for children, as long as you describe them for the adult choosing them. We may remove listings or shop content aimed at children.
You are responsible for your listings, your items, accurate descriptions, pricing, postage, posting your orders, and for complying with all laws that apply to what you sell (including consumer, product-safety and tax law).
Product safety. You make what you sell, so the safety duties the law puts on a manufacturer are yours. If you learn that something you have sold may be unsafe, tell us at [email protected] straight away. If we, Trading Standards or another authority ask you about the safety of an item you sell, answer promptly and give the information asked for, and if an item has to be recalled, work with us and the authority to do it. Where we think an item may be unsafe, we may remove the listing, suspend your shop while we look into it, tell the Shoppers who bought it to stop using it, and refund them, charging the refunds to your balance as we would any other refund. We may share what we hold about the item and your shop with an authority looking into it.
You must complete identity and payout setup through Stripe. Payment processing services for Makers on Luma Market are provided by Stripe and are subject to the Stripe Connected Account Agreement, which includes the Stripe Terms of Service. By agreeing to these terms or continuing to sell on Luma Market, you agree to be bound by that agreement, as Stripe may modify it from time to time. As a condition of us enabling payment processing through Stripe, you agree to give us accurate and complete information about you and your business, and you authorise us to share it, and transaction information related to your use of Stripe’s services, with Stripe. You authorise us to instruct payouts to your connected account.
Tax reporting. UK law requires us to report each year to HMRC on Makers whose sales pass HMRC’s reporting threshold, together with identity details the law names. What we report to HMRC has the threshold and the details. If your sales pass it, you must give us those details when we ask and keep them accurate. Until we have them we may pause your shop, because we cannot report without them. We send you a copy of what we reported by the end of January each year. This is a reporting duty on us, not a tax, and it does not change what tax you owe.
You must respond to Shopper messages, orders and disputes within the times set out on the platform.
You may not list anything on our prohibited items policy, or anything else that is unsafe, counterfeit or unlawful, or that infringes someone else’s rights. That includes weapons, knives and other blades, and replicas of any of them. Context matters: if something could be used or presented as a weapon, assume we won’t allow it. Listing a prohibited item is a ground for removing the listing and for suspending or closing your shop under section 13.
Shopper details are for the order only. The name, delivery address, personalisation details and messages you receive with an order are provided so you can make and post it. You must keep them secure and never add a Shopper to a marketing list. In law you are an independent controller of those details under UK data protection law, not a processor acting for us: once they reach you, how you handle them is your responsibility, and you must comply with the UK GDPR and the Data Protection Act 2018 when you do. If you lose them, or someone who should not have them gets access, tell us at [email protected] without undue delay, so we can tell the Shopper.
The sale stays on Luma. An order that starts on Luma Market is placed, paid for and fulfilled through Luma Market. You must not invite a Shopper to pay you directly, move a conversation off the platform, or use their details for anything but their order. Where any part of a sale happens outside Luma, our dispute process, our refunds and the protections in these terms do not cover it, and we may close your shop.
You may block a Shopper from buying from your shop in future. Orders they have already placed must still be honoured, and they keep the right to raise a dispute on them.
Your records, while you sell with us. Your dashboard shows your listings, orders, payouts, reviews and messages for as long as your account is open, and you can download your sales history from your finances page at any time as a spreadsheet, for your own books. If you want anything else we hold about you, email us at [email protected] and we will send it within 30 days. What we cannot hand over is other people’s material that happens to sit in your account, such as a photo a Shopper uploaded for a personalised order, or evidence someone filed in an issue.

Fees

We charge Makers a commission on each sale, calculated on the item and postage total, and deducted automatically through the payment provider at the point of sale. The current commission rate is shown in your Maker dashboard, and we will give notice before any change to our fees takes effect. The payment provider (Stripe) charges you its own card-processing and dispute fees directly, under its terms, and invoices you for them; those invoices are on your Finances page.

Where a refund comes out of your sale, in whole or in part, the share of our commission that relates to the refunded amount is returned to you with it. You are not charged commission on money that is refunded.

Our commission is not currently subject to VAT, because Luma Market Ltd is not VAT registered. If we register, VAT will be added to the commission at the rate then in force, and we will give notice before that happens.

How listings are ranked

Search and browse results are ordered first by how well a listing matches what the Shopper searched or filtered for, then by quality signals such as the listing’s photos and materials information, its reviews, and the shop’s record of posting on time. Ranking cannot be bought: no fee or setting changes where a listing appears, and we do not sell placement. Getting found on Luma describes the main parameters in more detail.

Payouts

Money from your sales is paid into your own account with the payment provider (Stripe), in your name. We do not hold your money; what we control is when it is released to your bank. It settles with the payment provider for a set period after each sale before it becomes available. Payouts then run automatically on a regular schedule once your available balance reaches a minimum. You may also request a payout sooner, free of charge, up to a set number of times in each calendar month; the allowance and the date your next one becomes available are shown in your Maker dashboard. We will give notice before any change to that allowance takes effect.

An order’s share of your balance is held until the order reaches the Shopper. Where the Shopper confirms delivery, it is released then. Where delivery is never confirmed, we count the order as delivered after a set period from posting and release it a set period after that. Where an order is paid for but never posted, we hold that order’s share and review it individually rather than releasing it on a fixed period; we will then either refund the Shopper or release the money to you. This applies to custom orders on the same basis as any other order.

We may hold back a percentage of a payout as a reserve, to cover refunds and chargebacks on orders you have already been paid for, and release it back into your balance after a set period. The settlement period, the hold periods, and any reserve percentage and release period that apply to your shop are shown in your Maker dashboard, and we will tell you if we change them.

Where your balance does not cover a refund on one of your orders, including on an order you have already been paid for, your balance goes below zero and the payment provider recovers the difference under its terms: first from the money your later sales bring in, then by direct debit from the bank account you gave it. We will tell you when a refund takes your balance below zero, and what is outstanding.

Where a payment on one of your orders is reversed by the Shopper’s card issuer (a chargeback), the reversed amount is deducted from your balance while it is contested, and returned to it if the card issuer decides in your favour.

You decide whether to contest it. Your order page carries the card issuer’s claim, the deadline and anything already sent to them, and you answer it from there. We pass the carrier and tracking number you add when you post an order to our payment provider with the payment. Where you do not answer, our payment provider’s automatic answer (Smart Disputes) may answer for you before the deadline, using what it holds about the payment. We do not answer a chargeback on your behalf.

Our payment provider charges a fee when a chargeback is opened, and it comes off your balance at that point. We pay that fee back to you where the card issuer decides in your favour, or where you posted the order by the date you promised, with a carrier and a tracking number, and our record shows it reached the Shopper. Where neither applies, the fee stays with you. Answering a chargeback by hand carries a further fee from our payment provider, which comes off your balance and is returned by the payment provider if the card issuer decides in your favour. An answer from Smart Disputes carries no answering fee: where the card issuer decides in your favour the payment provider charges 30% of the disputed amount instead, and where they do not it charges nothing. If a chargeback is lost we refund our commission on that order, as we would on a refund. Where your balance does not cover the deduction, the payment provider recovers it as described above.

Where we suspend your account, we pause your payouts while we look into it, and the statement of reasons we send you under section 13 says so. The pause ends when we lift the suspension. If we close your account instead, your balance is settled: refunds on your orders come out of it first, then we hold back enough to cover chargebacks on your recent orders until each of those orders is 180 days past delivery, which is how long a card issuer has to raise one, and the rest is paid to you. Money tied to an order that is still open, or to an issue or chargeback that has not been decided, stays held until it is.

We also pause your payouts where someone else may have got into your account, until we have checked that the bank account they go to is yours.

If you sell something that is not handmade

Passing off dropshipped, mass-produced or resold goods as your own handmade work is the most serious breach of these terms. A Shopper who paid a handmade price for it did not get what they bought, and putting that right is not something we will ask them to do any of the work for.

Where we are satisfied that a listing breached our handmade standard, we may:

refund the Shoppers who bought it, on delivered orders as well as undelivered ones, without asking them to return the item. They keep it. We do this on our own initiative, whether or not the Shopper has complained;
charge those refunds to your balance and withhold money not yet paid out. Where your balance does not cover them, the payment provider recovers the difference as set out under Payouts above; and
remove the listings, close the shop and suspend the account.

We normally look back over orders delivered in the last 90 days. Where there is a safety risk we go back further, and we may ask Shoppers to stop using the item rather than only refunding them.

We will tell you what we found and why. You can ask us to review that decision through the contact form, or by emailing [email protected], for as long as the challenge window in section 13 is open, and a person will read it.

If the review finds we got it wrong, we pay back, out of our own money, what we charged to your balance or recovered from you for those refunds. The Shoppers keep their refunds.

This section is about deception, not about mistakes. Getting a description wrong, or misjudging where your work sits against our handmade standard, is something we raise with you first and give you the chance to fix. See our handmade standards.

If someone brings a claim against us about your shop

The sale is yours, so a claim about it is yours to answer. If a Shopper, a rights-holder or anyone else brings a claim against Luma Market that arises from your items, your listings, your content or your breach of these terms (for example an injury caused by an item, a design copied from someone else, or an item that was not as described), you will cover what it costs us: the losses, damages and settlements, and the reasonable legal and other costs of dealing with it. We will tell you about the claim promptly, give you the chance to comment before we settle it, and take reasonable steps to keep the cost down. Anything you owe us under this section is a debt, which we may recover from your balance or from you directly.

This applies to you as a Maker. It does not apply to anything you do as a Shopper, and it does not cover a claim caused by our own negligence, our own breach of these terms or our own fault.

6. Consumer rights, cancellations and returns

Nothing in these terms affects your statutory rights as a consumer.

Your right to change your mind

Where the Consumer Contracts Regulations 2013 apply, Shoppers generally have a 14-day right to cancel an order placed at a distance and return it for a refund. That period runs from the day you, or someone you nominate other than the carrier, receive the goods, and where an order arrives in more than one parcel it runs from the last one. The right is subject to exceptions:

personalised, custom or made-to-order items (for example an item personalised with your name), which are normally non-returnable for a change of mind;
perishable goods; and
items sold sealed for hygiene reasons, once the seal is broken.

None of these exceptions applies where an item is faulty, not as described, or not of satisfactory quality under the Consumer Rights Act 2015. Those statutory rights are unaffected, and such items can still be returned or refunded.

How to cancel

Before a Maker posts your order, you can cancel it yourself from the order page for a full refund, including postage.

After that, any clear statement to the Maker that you have decided to cancel is enough. A message in your order conversation does it, and so does the model cancellation form, which we make available on our Returns Policy before you buy; we receive that form on the Maker’s behalf and pass it to them. The form is offered rather than required. Sending your cancellation before the period ends is enough to meet the deadline.

Our order page is the route we recommend, not one you have to take. Opening the order and selecting Need help with this order? gets your cancellation acknowledged by email with the date to post the item back by, and runs the refund through us.

Returning the item and your refund

Once you have cancelled, send the goods back without undue delay and in any event within 14 days of telling the Maker. Send them by a tracked service and add the tracking number to the return on your order page. Posting them in time is what counts, not when they arrive, and the tracking number is your proof of that.

Where you cancel for a change of mind after delivery, you are responsible for the cost of returning the item. We tell you this before you buy, on the listing and again in your basket. Return postage is always the Maker’s where an item is faulty, damaged in transit, not as described, or not what you ordered, or where part of the order never arrived.

Your refund covers the price of what you send back. Where you return everything in the order, it also includes the postage you paid to receive it, at the Maker’s standard rate (CCR 2013 Reg 34(3)). If you keep any item, including one that could not be returned, the postage stays with the Maker, who still paid to post the parcel. If you paid extra for a faster delivery, that extra is not refunded on a change of mind.

Your refund is due no later than 14 days after the Maker receives the goods back, or after you provide evidence of having sent them, whichever is sooner. It goes to your original payment method, with no fee for making it.

Problems with an order

We provide a built-in disputes and returns process to handle refund requests, returns and problems with orders; our Returns Policy explains how it works. Makers must respond to disputes within the deadlines shown; where a Maker does not respond in time, a dispute may be escalated to Luma Market for review.

When we decide a dispute, we may pay some or all of the refund ourselves instead of charging it to the Maker, for example where neither side is clearly at fault. It goes back the way you paid, like any other refund. That is our choice on that order alone: it does not make us the seller, and it does not mean we will do the same on another order.

If your complaint is about Luma Market itself. Contact us as described in section 17 and we will try to resolve it. If we cannot, the courts remain open to you (see section 16). We belong to no alternative dispute resolution (ADR) scheme and are under no obligation to join one, so there is no ADR route to offer you. Your statutory rights are unaffected.

7. Custom orders

A custom order is an item you commission directly from a Maker, agreed through a proposal in your conversation with them, rather than bought straight from a listing. As with standard orders, the contract of sale is between you and the Maker (see section 2).

Accepting a Maker’s proposal is a binding commitment to pay the price quoted. Payment is taken immediately at acceptance, in the same way as standard checkout.

Every proposal states the time the Maker needs to make and post your item. You confirm that time, and confirm that you understand you will not have a change-of-mind cancellation right, before payment is taken.

Because a custom order is made specifically for you, it is a bespoke commission and is exempt from the standard 14-day change-of-mind cancellation right described in section 6, under the Consumer Contracts Regulations 2013 (Regulation 28(1)(b)). This does not affect your rights if the item is faulty, not as described, or not of satisfactory quality under the Consumer Rights Act 2015. Those items can still be returned or refunded through our disputes process.

As a courtesy, and in addition to your statutory rights, we allow you to cancel a custom order for a full refund within 24 hours of payment. The deadline is shown in your order confirmation email and on your order page. After it passes, the Maker begins work and the exemption above applies.

A proposal is only open for the period the Maker sets when they send it, shown on the proposal itself. If you do not accept it in time, it lapses and you will need to ask the Maker for a new one.

The same commission described in section 5 applies to custom orders, and disputes on custom orders follow the same process described in section 6.

8. Reviews and user content

Only the Shopper on an order we recorded as delivered can review it, one review per item. Reviews must be honest, based on genuine experience, and must not contain unlawful, abusive or misleading content.
Anyone can report a review, whether or not it is about their own shop or their own order. A person at Luma reads every report and decides. No Maker and no automated rule decides it for us.
We remove a review we find to be fake, incentivised or misleading, and we correct the rating and review count it fed.
We do not choose which reviews you see. Every published review on a shop is shown, newest first, and reordering them is your choice rather than ours. We don’t suppress, promote or feature any of them, and a genuine review is not removed because the Maker disagrees with it.
The purchase check is a step, not a guarantee. It proves someone bought the item; it cannot prove the words are honest. That is why the report route exists, and why we do not describe any review as verified.
What we do about reviews, and how to report one, is set out in our reviews policy.
You retain ownership of content you submit (listings, photos, reviews, messages). You grant Luma Market a non-exclusive, worldwide, royalty-free licence to host, display and use that content for the purpose of operating and promoting the marketplace.
Promoting the marketplace includes featuring your photos and listings in our own marketing: this website, our social accounts, our emails, press coverage and paid advertising. We credit the shop the work came from.
You can tell us not to. Ask us through the contact form, or email [email protected], naming the photo, the listing, or your shop as a whole. We will stop using it and remove it from anything we can still reach. Something already printed, or an advert already booked, may take longer to withdraw. You do not have to give a reason.
You confirm you own, or have permission to use, everything you upload: your photos, the designs and artwork in what you make, any logo, character or trade mark it shows, and the words in your listings and shop. That includes permission from anyone recognisable in a photo. Do not upload a photo of another person without their agreement.
We do not edit reviews to favour Makers. A Maker may post one reply to a review and may report it, but cannot edit or remove it. We may remove content that breaches these terms.
What happens to your content if your account closes. When your account closes, for any reason, the licence you granted us above ends. Four things survive it: copies in our records, backups and legal files; material already printed or advertising already booked, which can take a while to withdraw; the record of an order, so the photos and details of an item someone bought stay attached to that order and to any review of it; and anything we have to keep by law. We will not start using your work in new marketing once your account has closed.

9. Acceptable use

You agree not to:

use Luma Market for anything unlawful, fraudulent or harmful;
attempt to bypass our checkout, fees, or payment process;
post false, misleading, abusive or infringing content;
misuse the disputes, reviews or reporting systems, for example by making false claims or leaving retaliatory reviews;
offer, ask for or accept anything in return for a review, or in return for editing or removing one. That covers money, a refund, a discount, a free item, free postage and any other benefit, and it applies whether a Maker asks a Shopper or a Shopper asks a Maker;
write a review of something you did not buy, or of an experience you did not have;
open or use another account to get around a suspension, restriction or block;
support, promote or act for an organisation proscribed under UK terrorism law;
threaten, harass or bully another user, or keep contacting someone who has asked you to stop;
discriminate against another user, including by refusing to sell to them, because of a characteristic the Equality Act 2010 protects;
impersonate Luma Market, a member of our team, or another user or shop;
use another user’s name, address or other details for anything but the order they came with, or share them with anyone else. For a Maker, this sits alongside the data-protection duties in section 5;
ask a Maker to take payment, or carry on a sale, outside Luma Market;
interfere with the security or operation of the platform; or
scrape, copy or misuse the platform or its data.

Our community standards say the same things in plain words.

We may suspend or remove listings, restrict features, or suspend or close accounts that breach these terms or our policies. We close any account we have reasonable grounds to believe is run by or for a proscribed organisation.

10. Reporting content and complaints

Listings, shop pages, reviews and messages on Luma Market are written by the people who use it. This section explains how to tell us about something that shouldn’t be here, and how to complain about a decision we’ve made.

Reporting content. Use Report this listing on a listing, Report this review on a review, or Report this shop at the bottom of a shop page. You need an account for those. Anyone, with or without an account, can report content through our contact form by choosing Report illegal or harmful content.
What we do with a report. We look at what you reported and remove anything that is illegal or breaks these terms or our handmade standards. We may also restrict, suspend or close the account behind it, as described in section 13. We confirm that your report reached us. We don’t tell you the outcome, because what happens to another person’s account is between us and them.
How quickly illegal content comes down. We remove illegal content as soon as a person at Luma confirms it, whether it reached us in a report or we found it ourselves. A report of child sexual abuse material, or of an intimate image shared without consent, goes to the front of our queue. Terrorist content is removed, and an account run by or for a proscribed organisation is closed, as section 9 says. Other illegal content is handled in the order it reached us.
Our word filter. When you save or send text on Luma, such as a listing, a shop page, a review or a message, it is checked automatically against a list of words and phrases. If it contains a word we don’t allow, it isn’t posted and we tell you. If it contains a phrase that needs a closer look, it is posted and a person at Luma reviews it. If you think the filter got it wrong, you can complain about the decision, as below.
Complaining about a decision. If we removed something of yours, restricted or suspended your account, or didn’t act on a report you made, and you think we got it wrong, choose Complain about a decision on our contact form. You can use it too if you think we aren’t following this section. We look at the decision again, tell you what we decided, and put it right if we were wrong. If you are a Maker, this sits alongside your right to put your side under section 13.
Misusing reports. Reporting something you know is fine, for example to harm a competitor or someone you’ve fallen out with, is a misuse of the reporting system under section 9.

11. Intellectual property

Luma Market, its name, branding and the platform itself are owned by Luma Market Ltd and protected by intellectual property rights. You may not use them without our permission. Content uploaded by users remains theirs, subject to the licence in section 8.

If you believe a listing or other content on Luma Market infringes your intellectual property or other rights, report it using Report this listing on the listing or Report this shop on a shop page. You don’t need an account to use our contact form, where you can choose Uses my work, brand or design without permission, or you can email [email protected]. Our intellectual property policy sets out what a report needs to include. We review reports, may remove content, and may suspend or close the accounts of repeat infringers.

Text and data mining, and AI training

We expressly reserve the text and data mining rights in Luma Market and its content, including listings, photographs, videos, reviews and descriptions. Article 4 of Directive (EU) 2019/790 otherwise allows anyone to mine published content; Article 4(3) lets us withhold that permission, and this is us withholding it. Nobody may mine this content without our written consent. We reserve the equivalent rights under UK law. We make this reservation on our own behalf, and on behalf of the Makers and Shoppers whose content we host so far as we are able to; it does not affect any reservation they make themselves.
We do not license Maker or Shopper content for use in training or fine-tuning artificial intelligence or machine learning models. The licence you grant us in section 8 is for operating and promoting the marketplace, and does not extend to training, nor to permitting anyone else to train.
We state this reservation in machine-readable form as well: in our robots.txt, in /.well-known/tdmrep.json, and in metadata embedded in the images we serve. A system that ignores those signals is not thereby permitted to use the content.
Indexing Luma Market so that people can find it, and quoting from it in an answer that links back to us, are different uses from training. Those are allowed.

12. Liability

We provide the marketplace with reasonable care and skill, but:

we cannot promise the website will always be available or error-free, and we may change or withdraw features, giving reasonable notice where we can;
because the sale is between Shopper and Maker, the Maker is responsible for the items they sell and for fulfilling orders;
we do not exclude or limit liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, or for fraud; and
subject to that, we are not liable for indirect or unforeseeable loss, or for loss arising from a Maker’s or Shopper’s own acts or omissions.

If you are a Maker, our total liability to you for anything arising from these terms or from your selling on Luma Market is limited to the greater of £100 and the commission we earned from your shop in the twelve months before the claim arose. That is a ceiling on what you can recover from us, not an amount we pay: you recover the loss you can show, up to that limit. The cap does not apply to money in your balance with the payment provider whose release we control, including payouts, held balances and any reserve, which is released in full as section 5 describes; nor to what we repay you under section 5 where a review finds we got a decision wrong; nor to any liability the law does not let us limit, as above. It applies to you as a Maker only. As a Shopper your position is unchanged.

Nothing in this section affects your statutory consumer rights.

13. Suspension, closure and account deletion

You may request deletion of your account from your profile settings. Where you have active orders, these must be completed or resolved first. Account deletion follows a short grace period before it is finalised, as described in our Privacy Policy.
Makers may close their shop, subject to completing active orders and any held balance being settled.
Why we might refuse a shop application. A person decides every application on its merits, and if we refuse yours we email you the ground and our reasons. If you think we have refused an application wrongly, tell us through our contact form and a person will look at it again. We refuse an application on one of these grounds:
- It does not meet our handmade standards. What you have shown us is not made or hand-finished by you, in line with our handmade standards.
- You plan to sell prohibited items. Some of what you plan to sell is on our prohibited items policy or is otherwise not allowed on Luma.
- We did not hear back. We asked you for more information and you did not reply by the date we gave you. We close the application automatically shortly after that date, and hold nothing against you.
- Something else in your application breaches these terms or our policies, such as information in it that is not true. We tell you exactly what.
Refusing an application does not close your account, which you can keep using to shop. You can apply again 6 months after our decision, or straight away if we refused because we did not hear back. Where we find an application set out to mislead us, for example by presenting someone else’s work as your own, we may instead close your whole account as described below, so you can no longer sell or shop on Luma, and you cannot apply again.
Why we might suspend, restrict or close a shop. We may act where a Maker breaches these terms or our policies, sells something that is not handmade under our handmade standards, lists something on our prohibited items policy, fails to fulfil orders, misuses the issues, reviews or reporting systems, is abusive to another user, or where the law requires it or we have to act to protect people using Luma.
If our payment provider refuses or rejects your payment account. Whether to verify your payment account, and whether to keep it open, is our payment provider’s decision under its own agreement with you. If it refuses to verify the account or rejects it, your shop cannot publish or take orders, your listings are hidden from Shoppers, and any order you have not posted is cancelled and refunded to the Shopper after the period we tell you at the time. Money already in the account is held by the payment provider under its terms, and we cannot release it. The payment provider does not always give us its reasons, and we cannot overturn its decision. If you think it has rejected your account by mistake, or that we have applied this to your shop by mistake, tell us through our contact form. We will check our side and raise it with the payment provider, but whether it changes its decision is up to it. A rejection is not a suspension, restriction or closure by us, so the statement of reasons and the right to put your side below, and the complaint route in section 10, do not apply to it.
We tell you why, in writing. If we suspend or restrict your shop or a listing, we email you a statement of reasons at the time. If we decide to close your account, we email you a statement of reasons at least 30 days before the closure takes effect, and we suspend the shop straight away while that notice runs. Three things let us close an account without that wait: the law requires it and does not leave us the time; we have an overriding legal reason to act; or you have breached these terms repeatedly and we have already told you about it. In those cases you still get the statement of reasons, as soon as we can send it. We can only hold the reasons back where the law stops us giving them, or where the breaches were repeated and already put to you.
You can put your side. If you think we have got a suspension, restriction or closure wrong, tell us through our contact form or at [email protected], and you can do that for 60 days after we notify you. A person reads it. If we change our mind we will restore your account and your access to your records without delay.
Your open orders. If we stop your shop taking new orders but leave your account open, you must still fulfil the orders you already have. If we suspend your account, you cannot sign in, so we look after those orders for you, and your Shoppers keep every right they had on them. We decide any issue a Shopper raises, and once we have told you we are closing your account we may refund the Shoppers on your orders and charge the refunds to your balance. If we lift the suspension, you fulfil any order still open. If we find we got the decision wrong after refunding your Shoppers, we pay back out of our own money what we charged you for those refunds, and the Shoppers keep their refunds.
Your records after your account closes. You cannot sign in to a closed account, so the email telling you we are closing it has your sales history attached as a spreadsheet, for your own books. If your shop closes for any other reason, download yours from your finances page before you go. For anything else we hold about you, email [email protected] and we will send it within 30 days. We keep order and payout records for six years for tax and accounting; everything else follows the Privacy Policy. Closing an account does not cancel money owed to you, which is paid as described in section 5.

14. Changes to these terms

We may update these terms from time to time. Whenever we change them, we will email you and show a notice on the site, and the change will take effect no sooner than 30 days after that notice. The version history at the top of this page lists every change. Continued use of Luma Market after a change takes effect means you accept the updated terms; if you do not agree with a change, you can close your account as described in section 13.

15. Other important terms

If a court finds part of these terms unenforceable, the rest continues to apply.
If we delay enforcing any part of these terms, we can still enforce it later.
We may transfer our rights and obligations under these terms to another organisation, for example if our business is sold; your rights are not affected. You may not transfer yours without our agreement.
These terms are between you and Luma Market Ltd. No one else has rights under them.
These terms, together with the policies they link to, are the whole agreement between you and us about the marketplace. That does not exclude or limit our liability for fraud or fraudulent misrepresentation, and it does not take away any right the law gives you in respect of something we have said or written, including your statutory rights as a consumer.
What survives the end of these terms. Whether you close your account or we do, these things continue: the parts of section 8 that outlive the content licence; the reservation of text and data mining rights in section 11; any money either of us owes the other, including refunds charged to you under section 5; a Maker’s responsibility under section 5 for claims brought against us; and sections 12, 15 and 16.
Events outside our control. Neither you nor we are liable for a delay or failure caused by something outside reasonable control, such as a postal strike, severe weather or a failure of a service we depend on, provided reasonable steps are taken to limit its effect. This does not affect a Shopper’s statutory rights, including their rights about delivery under the Consumer Rights Act 2015.

16. Governing law

These terms are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction, subject to any mandatory consumer protections available to you in your country of residence.

17. Contact

For questions about these terms or about your data, contact us at [email protected]. Our Privacy Policy sets out how we handle your data. If you sell on Luma Market and want to challenge a decision we have made about your shop, use the same address and we will look at it again.