At lumens Design, we want you to be fully satisfied with your purchase. That's why we offer a 30-day return policy on products (excluding bulbs). Returns are accepted for quality-related issues within 30 days of receiving your order. Additionally, we offer a 3-year warranty on all products purchased through our platform (excluding bulbs).
Return Process
1. Return Conditions
- If the return is due to customer reasons, the customer is responsible for the return shipping costs. The shipping fee will depend on the courier service you choose.
- If the return is due to a quality issue or incorrect item received, we will cover the return shipping costs.
2. Step 1: Process the Return
Before initiating a return, please contact our customer service team at info@lumensdesign.com with your reason for return (please include pictures or videos of the issue). Once your return request is approved, we will provide you with the return details, including the return address, phone number, and recipient information.
3. Step 2: Packaging
Please ensure the product is in original condition—unused, undamaged, and in the original packaging. Make sure all parts and packaging materials are included.
4. Step 3: Shipping
Before shipping the return, please take clear photos of the inside and outside of the package to show it is in original condition. We strongly recommend using an insured and traceable shipping method. You can choose the courier company you prefer, but please cover the shipping costs upfront. If the return is due to a quality issue, we will reimburse your shipping costs. If you choose to have a signature upon delivery, please ensure the shipping company allows us to sign the back of the notice for smooth processing.
5. Refund Process
Once the product is received, we will inspect it to confirm it is unused, undamaged, and in original packaging. If the product meets the return conditions, we will issue your refund within 3 business days. For non-quality issues, the refund will be for the product price minus shipping costs.
We will refund the amount using the same payment method you used for your original purchase:
- PayPal: Refund processed within 1-2 business days.
- Debit/Visa Card: Refund will be completed within 7-10 business days.
Important Notes
- Free 30-Day Returns for Quality Issues: If the product is defective or damaged, we will cover the return shipping costs and offer a full refund or replacement.
- Return Shipping Costs for Non-Quality Issues: If there are no quality issues, you will be responsible for both the shipping costs and any storage fees.
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We Do Not Support Free Returns or Exchanges in the Following Cases:
- More than 30 days after receiving the product.
- Issues not related to product quality.
- The product has already been installed or used.
- Products and packaging are not in original condition.
- Bulbs are excluded from the return policy as they are a free gift and not covered by free returns.
Order Cancellation
If you wish to cancel or modify your order, we can assist you within 24 hours of placing the order. However, cancellations cannot be processed once the product has been handed over to the logistics provider. If you decide you don’t like the product after delivery, you may initiate a return request, but you will be responsible for return shipping and storage costs.
Exchanges
An exchange is treated like a return and repurchase process. If you want to exchange an item, please return it for a refund and place a new order for the replacement item.
Return of Goods
Refunds are only issued after we receive the returned product. If we do not receive the item for any reason (e.g., refusal to return the product or refusal to accept the package), we will be unable to process the refund.
Damaged or Defective Products
We will replace damaged parts at no additional cost, as long as you notify us within 48 hours of receiving your shipment. If the product is severely damaged, we will send you a replacement free of charge. Please follow the return procedure for more details.
If you have any further questions, feel free to contact us at info@lumensdesign.com.