Return & Refund Policy
Last updated: October 15, 2026
At Lumen Deluxe we want you to love what you ordered. If something isn't right, returning it is simple. This policy applies to orders delivered within the United States.
Return Policy at a Glance
- Return window: 30 days from the day you receive your order
- Condition: unused, uninstalled and in original condition, with all original packaging, parts and accessories
- Restocking fee: $0. We never charge restocking fees.
- Damaged, defective or wrong item: report it within 48 hours of delivery for a free replacement or full refund, at no cost to you
- Change of mind: the customer pays the return shipping cost
Order Cancellations
You may cancel your order within 1 hour of placing it by emailing Info@lumendeluxe.com with your order number. After that, we can't guarantee a cancellation because your order may already be in processing. Once an order has shipped it can no longer be cancelled, but you can return it after delivery under the terms below.
30-Day Returns
You have 30 days from the day your order is delivered to request a return. To qualify, the item must be:
- Unused and not installed, wired or mounted
- In the same condition you received it
- Returned in its original packaging with all parts, hardware, accessories and documents
- Accompanied by your order number or proof of purchase
Items returned outside the 30-day window, or that don't meet these conditions, may not be accepted.
Return Costs
Damaged, defective or incorrect items. If your item arrives damaged, is defective, or isn't what you ordered, there is no cost to you. We will send a replacement or issue a full refund.
Change of mind. If you ordered the wrong item, it doesn't suit your space, or you simply no longer want it, you are responsible for the cost of return shipping. We recommend using a tracked shipping service, as we can't be responsible for returns lost in transit.
How to Return an Item
- Contact us. Email Info@lumendeluxe.com with your order number and the reason for your return.
- Get your return authorization. We will reply with your return instructions and the return address.
- Pack your item. Repack the item securely in its original packaging, including all parts, accessories and documents.
- Send it back. Ship the package to the address in your return instructions and keep your tracking number until your refund is complete.
Please don't send items back without contacting us first. Returns sent without a return authorization can't be accepted.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives. If anything is damaged, defective or incorrect, email us within 48 hours of delivery with your order number and clear photos of the item and its packaging. Once we've reviewed it, we will send a replacement or issue a full refund, whichever you prefer. In most cases you won't need to send the item back.
Lost or Undelivered Orders
If your order hasn't arrived within the expected delivery window, email us with your order number. We will open an investigation with the carrier, and if the package is confirmed lost we will send a replacement or issue a full refund at no extra cost to you.
Refunds
Once your return arrives, we will inspect it and email you to let you know whether your refund has been approved. Approved refunds are processed within 7 business days to your original payment method. Your bank or card provider may need a few extra days to post the refund to your account. If more than 10 business days have passed since your refund was approved, please contact us.
Exchanges
The fastest way to get a different item, size or color is to return the item you have and place a new order for the one you want.
Non-Returnable Items
Gift cards can't be returned. Any item marked as final sale on its product page is also not eligible for return, unless it arrives damaged, defective or incorrect.
Changes to This Policy
We may update this Return and Refund Policy from time to time. Any changes will be posted on this page with a new "Last updated" date.
Contact Us
Email: Info@lumendeluxe.com
Customer service hours: Monday to Friday, 9:00 AM to 5:00 PM (EST)
We do our best to reply to every email within 1 to 2 business days.