For most products on our website, if you don't like it, you may return it within 30 days for a refund.
We deduct the cost of the return shipping from the credit amount. In other words, you are responsible for the return shipping cost of any item you return.
Your refund credit will be issued after the item has been returned and inspected.
Any expedited shipping charges you paid on the original order are not refunded.
EXCEPTIONS - We cannot accept returns of:
- Installed products
- Unwrapped crystals
- Products that are not in the original condition and packaging
- Opened or washed bedding or other linens
- Special order products and custom or fabricated-to-order products
- Large orders of the same product (6 or more)
- Lumens Annex items, Open-Box items, Clearance merchandise, light bulbs or lampshades
Before ordering large quantities or special order or custom products we encourage you to ask for as much information as you need - including swatches, finish samples etc.
Note that a request to return items totaling more than $5,000 may incur restocking fees. We reserve the right to apply refunds in the form of a store credit in certain circumstances.
Contact Customer Service by phone or email to request a return authorization.
Once your return request has been authorized, Lumens will forward pre-paid shipping labels by email. Simply print, attach to the box and drop off at your local UPS store.
You will have 10 days from the date you receive your return shipping label to drop the product off at UPS. Lumens will not be responsible for issuing a refund for items that are not returned within the 10 days or if a product is returned without a valid Return Authorization Number.
Your refund will be issued within 30 days of your product being received and inspected.
Please be sure to pack the product properly when returning any item. We cannot provide a refund for any product received in damaged condition. In such a case, we will file a claim with the shipping carrier. In the event that the claim is denied due to poor packaging, we will not provide a refund. We will hold your product for 30 days, after which the product will be destroyed. If it is determined that the shipping carrier was responsible for the damage, your refund will be processed.
Lumens is not responsible for reimbursement of any labor costs or project delays that may occur due to the need to return an item.