We realize that after you have carefully selected your product and waited patiently for it to arrive, it can be very upsetting to find that it was damaged in shipping. We share your disappointment and want to get you a replacement as quickly as possible. We need your help in making this happen.
Report Damage Immediately & Follow the Instructions
We ask that you report to Customer Service the receipt of a damaged product within 48 hours of delivery. If you fail to report damages in this timeframe we won't be able to file a claim with the carrier which means we can't accept responsibility for the damages.
Once you notify us that your product was damaged, Lumens will file a claim with the shipper. Claims typically take 8-10 business days to process. Please do not discard the damaged product or the packaging until you receive instruction from Lumens. Typically the shipper will be dispatched to pick the item up for inspection and processing. We'll need your help in making it available for pickup on the scheduled date and time.
We Will Work On Getting Your Replacement Sent Out to You Quickly
In most cases we are able to order a replacement fixture at no cost to you as soon as the damaged one has been picked up - even though Lumens is not reimbursed until after the claims process has been completed. However, the outcome of the claim may result in a charge for the replacement item.
If you receive a product that has broken glass or a dented shade we will provide replacement glass or shade at no additional charge. If you wish to return a product that was received with broken glass or a dented shade, the standard return policy will apply.
Avoid Labor Costs by Waiting to Schedule Your Installer
We ask you to please understand that Lumens is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of damaged goods. We always recommend that you wait to schedule installation until after your fixture has arrived and been inspected.