Returns + Cancellations
Returns + Cancellations
Once we receive your order we get to work on it right away, therefore it may not be possible to cancel an order that is in process. To request a cancellation please contact Customer Service and we will attempt to stop or modify the order. Once an item has shipped, cancellation is not possible. Cancellation requests may take several days to process and you will be sent an email upon confirmation. If an order ship prior to confirmation, you may have the option of returning the item once it is received. A refund will be issued following the standard return process.
We want you to love your purchase. Lumin Lamp House accepts returns on a vast majority of our products (in new, uninstalled condition and original packaging) within 5 days of receipt unless otherwise noted on the product page. Contact our Customer Service Team to initiate a return merchandise authorization (RMA). Once your return request has been authorized you will be sent shipping labels by email. Simply print, attach to the box and drop off at your local post office. If you prefer to use your own shipping account please provide us with the tracking number. Return authorizations expire 5 days after they are issued so please initiate procedure within this timeframe.
Your refund credit will be issued after the item has been received and inspected. The cost of the return shipping will be deducted from the credit amount if you used our labels. In other words, you are responsible for the return shipping cost of any item you return. The buyer of the returned good will be held accountable if by some reason the package is damaged or lost in transit.
Items marked "Non-returnable" may not be canceled or returned. Custom or Made-to-Order items, imported items, and certain large volume orders are also non-cancellable and non-returnable.
Unfortunately, fragile items are sometimes damaged in shipping. We also understand the need to pre-order and plan for your design needs. As part of that process, we ask that you inspect all items individually once they arrive so that any damage claims can be made immediately. If your item arrives damaged or with parts missing, you must notify us within 2 days of receipt of the item(s). We will arrange a prompt replacement of the item. We will also request that you provide photos of any damaged product, along with the product packaging. Please contact our Customer Service Team and we will be happy to replace the item or send replacement parts as soon as possible. In some instances, it is possible to repair damages and/or defects with replacement parts. When this is the case, we reserve the right to utilize this as a solution.
Please keep in mind that defective goods (those with factory defects, missing parts or other problems originating prior to shipment) are handled differently than damaged goods (which are damaged in shipping). We work closely with our suppliers to ensure that quality production and inspection procedures are in place, but sometimes defects do occur. We work with you to resolve these issues, but you must report any product defect within 5 days of receiving your order.
Most of our manufacturers guarantee their products with a warranty. Please contact us if you have questions regarding specific product warranties.
Lumin Lamp House and its suppliers shall not be liable for any indirect, special, consequential, or incidental damages including, without limitation, lost profits or revenues, costs of replacement goods, loss or damage to goods or services arising out of the use or inability to use this site or any product purchased from Lumin Lamp House, damages resulting from use of or reliance on the information present, even if Lumin Lamp House or its suppliers have been advised of the possibility of such damages.