Return & Refund Policy

Effective date: August 20, 2026

1. 30-day return window

Most eligible products, including change-of-mind returns, may be requested for return within 30 calendar days after the carrier’s tracking record shows delivery. Contact us and obtain return authorization within that period. After authorization, tender the parcel to the carrier within the period stated in the return instructions.

2. Return eligibility

Unless this Policy states otherwise, a non-defective return must meet all of these conditions:

  • The fixture has not been installed, wired, used, altered, painted, or damaged by the customer.
  • It remains in resalable condition and includes the original carton and inserts, all parts, hardware, decorative pieces, manuals, and accessories.
  • A valid order number or other proof of purchase is available.
  • The product is returned under our authorization, packing, and shipping instructions. Lighting can be fragile; use adequate protection. New damage caused by inadequate return packaging may affect the refund, and we will provide the basis for any adjustment.

3. Items not eligible for ordinary change-of-mind return

We generally do not accept change-of-mind returns for products that have been installed, wired, used, altered, or customer-damaged; products clearly identified before purchase as custom, made to order, special order, non-returnable clearance, or Final Sale; gift cards; or items prohibited from return by law. We will still address a wrong item, transit damage, a defect present on arrival, or any remedy required by law.

4. How to request a return

  1. Within the 30-day window, email [email protected] or call +1 800 821-2358.
  2. Provide the order number, item, reason, and current condition. For damage, missing parts, a wrong item, or a defect, attach clear photos or video.
  3. Wait for return authorization, return-address confirmation, and packing or label instructions. We usually respond within 2 business days.
  4. Pack safely, ship as instructed, and keep the carrier receipt and tracking until the refund is complete.

The authorized return address will normally be: LumiHouse / Lumina Lighting Group LLC, 5101 E Philadelphia St, Ontario, CA 91761. Do not ship without written authorization. An unauthorized parcel may not be identified or processed. No walk-in return is accepted without an appointment.

5. Return shipping and restocking fees

  • Change of mind, fit, finish preference, or ordering error: the customer pays return shipping. When available, we may offer a prepaid label; its actual cost will be deducted only after you agree.
  • Confirmed wrong item, transit damage, missing parts, or defect present on arrival: LumiHouse pays reasonable return shipping and provides a label or another written solution.
  • We charge no restocking fee for an eligible, authorized return.
  • Original shipping is normally non-refundable. We refund the applicable standard original shipping when the complete order is returned because of our fulfillment error, confirmed defect, transit damage, or when law requires. An extra charge for expedited or upgraded service is refunded only when required by law or when we failed to provide the purchased service.

6. Damage, wrong item, missing parts, or defect

Contact us promptly and preferably within 7 calendar days after delivery with photographs so packaging can be preserved and a carrier claim can be made. Do not install a fixture that appears damaged, lacks a critical component, or has an electrical irregularity. After verification, we will offer a reasonable part replacement, replacement product, exchange, price adjustment, or refund based on the issue, stock, legal requirements, and your choice. The suggested 7-day report period does not bar a valid request made within the 30-day return window or limit a non-waivable right.

7. Exchanges

For a change of style, finish, or preference, the fastest method is usually to return the original item under this Policy and place a separate order; price and availability are those shown when the new order is placed. For a confirmed damaged, wrong, or defective item, we may arrange a direct like-for-like exchange when stock allows and provide specific shipping instructions.

8. Order cancellation

Contact us as soon as possible to request cancellation. If the order has not shipped and can be stopped, we will cancel and fully refund the canceled product and associated shipping. Cancellation cannot be guaranteed once processing, custom production, or carrier acceptance begins; a shipped product must follow this Return Policy. We will not require you to accept a delay when we cannot ship as promised; see the Shipping Policy.

9. Inspection and refund timing

After receipt, we inspect the product and components. For an eligible return, we normally initiate a refund to the original payment method within 5 business days and send notice. A bank, card issuer, or payment service may then take approximately 5-10 additional business days to post the credit. If an item is missing parts, has customer-caused or packing damage, or differs from the authorized return, we will contact you and explain the basis before any deduction or denial. Any deduction is limited to actual loss in value where permitted by law.

10. Late or incorrect refund

If a refund has not posted 10 business days after our confirmation, first ask your bank or card issuer. If it remains unresolved, email [email protected] with the order number and refund notice.

11. Statutory rights

This Policy applies to the extent permitted by law and does not limit remedies for nonconforming goods, misrepresentation, or other rights that cannot lawfully be waived.