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At Lumens, we are committed to our customer satisfaction. For most products on our website, if you don't like it, you may return it within 30 days for a refund (in new, uninstalled condition and original packaging).

Your refund credit will be issued after the item has been returned and inspected.

The cost of the return shipping will be deducted from the credit amount. In other words, you are responsible for the return shipping cost of any item you return.

Any expedited shipping charges you paid on the original order are non-refundable.

EXCEPTIONS - We cannot accept returns of:

  • Products that have been clearly identified as non-returnable on the Product Details Page
  • Products that have been installed or assembled
  • Products that are not in the original condition and packaging
  • Products with unwrapped crystals
  • Bedding or other linens that have been opened (even if washed).
  • Products that are Made-to-Order, Custom or Special Order to your specifications
  • Light Bulbs
  • Large quantities of the same product (6 or more)
  • Lumens Annex, Open-Box items or Clearance merchandise

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.

Returns Processing

Contact Customer Service by phone or submit a return authorization request here.

Once your return request has been authorized, Lumens will forward prepaid 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.