Damaged + Defective Goods
Lumens is committed to providing best-in-class customer service and satisfaction to design enthusiasts and A+D professionals. We stand behind the quality and authenticity of the designs we carry and believe that good design is intended to last a lifetime. However, some designs may be damaged prior to or during shipping. See our policies below on damaged and defective items, as well as our replacement and repair options.
Damaged Goods
Lumens considers Damaged Goods to be items that have been damaged in transit by the shipping carrier.
Damaged Goods should be reported to Customer Service within 48 hours of delivery.
Failure to report damages within this time frame means Lumens cannot accept responsibility, as we will not be able to file a damage claim with the carrier. Please thoroughly inspect your order upon delivery, including shipping boxes, packaging and inserts. Do not discard the damaged item(s) or packaging.
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. Typically, the shipper will be dispatched to pick up the item(s) for inspection and processing. You must make the item(s) available for pickup on the scheduled date and time.
In most cases, we can order a replacement at no charge as soon as the damaged item is picked up. However, the outcome of the claim may result in a charge for the replacement item. Replacements are subject to availability.
If you would rather return a product that was damaged during shipping, the standard return policy will apply.
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 your fixture has arrived and been inspected.
Defective Goods and Missing Parts
Products with factory defects, missing parts or other problems originating prior to shipment are handled differently than Damaged Goods (items that have been damaged by the carrier while in transit).
Defective items should be reported to Customer Service within 30 days of delivery. After 30 days, Lumens will make every attempt to replace your product; however, charges may apply.
Replacement requests for defective items receive priority handling as we realize the delays they can cause. They are, however, subject to lead time and availability.
Replacements are sent free of charge, and Lumens covers both your return shipping costs and the shipping of the replacement. You will receive return instructions accordingly. Do not discard the defective item(s) or packaging until you receive instructions from Lumens.
Failure to return the defective product or failure to send pictures when requested may result in delays, and you may be charged for the replacement.
Additional fees may apply if the replacement request falls outside established timelines and/or guidelines. Upon delivery, we ask that you inspect your order upon receipt, including any shipping boxes and all packing materials, including Styrofoam inserts. Inserts and packaging often carry small parts and hardware kits. It is recommended that you inspect the delivery entirely before signing for freight shipments.
In some cases, improper installation is the cause of the perceived defect. You can help us eliminate installation issues and other non-fixture variables before ordering a replacement. Our tech support team and manufacturer representatives may ask to work with you to accurately diagnose the problem. Returned items discovered to be in working condition upon inspection may not be eligible for a refund and may be subject to a restocking fee.
Lumens is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of defective goods.
Repairs and Replacements
Some items may be eligible for repair. Other items may have components replaced to remedy issues rather than replacing the entire item. Please contact Customer Service to determine whether your damaged or defective product qualifies for a repair or partial replacement. Lumens is dedicated to sustainability and will always consider the option that has the least impact on the supply chain, the environment and our customers.
Please contact Customer Service if you have any questions.
Start a return or replacement claim here.
