At LUMINEIUM, we want you to love your lighting. This Refund Policy explains how returns, exchanges, and refunds work for orders placed through our website.

By placing an order with us, you acknowledge and agree to the terms outlined below.

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1. Return Eligibility

We accept returns under the following conditions:

• The request is made within 14 days of the delivery date.
• The product is unused, in its original condition, and free from signs of installation or wear.
• The product is returned in its original packaging, including all accessories, manuals, and components.
• Proof of purchase (order number or receipt) is provided.

Items that do not meet these conditions may not be eligible for a refund or may be subject to a reduced refund amount.

2. Non-Returnable Items

The following items are not eligible for return unless defective or damaged upon arrival:

• Products marked as final sale or clearance.
• Custom, made-to-order, or personalized lighting fixtures.
• Products that have been installed or modified.
• Gift cards.
• Products missing original packaging or accessories.

3. Damaged or Defective Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with:

• Your order number.
• A description of the issue.
• Photographs of the product and packaging.

Once verified, we will offer a replacement, repair, or full refund at no additional cost to you, including return shipping where applicable.

4. How to Request a Return

To initiate a return, please contact us with your order number and reason for the return.

Once your request is reviewed and approved, we will provide instructions on how and where to send your item.

Items returned without prior authorization may not be accepted.

5. Return Shipping

All orders are shipped at no additional delivery charge to the customer. If your return is due to our error (damaged, defective, or incorrect item), we will cover the cost of return shipping.

For all other returns, the customer is responsible for the cost of shipping the item back to the return address we provide.

We recommend using a trackable shipping method, as we are not responsible for items lost or damaged in transit back to us.

6. Refund Processing

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved:

• You will receive a full refund of the amount paid for the returned item, as we do not charge a separate shipping fee.
• Your refund will be processed to the original payment method.
• Refunds are typically issued within 7–10 business days of approval.
• Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

Taxes, duties, or customs charges paid at checkout may not be refundable and, where applicable, must be reclaimed through the relevant customs or tax authority.

7. Exchanges

If you would like to exchange an item for a different size, color, or model, please contact us to check availability.

Exchanges are subject to the same eligibility conditions as returns and are processed once the original item has been received and inspected.

Where a price difference applies, we will contact you to arrange payment or issue a partial refund accordingly.

8. Late or Missing Refunds

If you haven't received a refund within the expected timeframe, please:

• Check your bank account again.
• Contact your credit card company, as processing times may vary.
• Contact your bank, as there is often some processing time before a refund is posted.

If you've done this and still haven't received your refund, please contact us directly.

9. Delivery Delays

We aim to deliver all orders within our standard estimate of 7–15 business days. Delays are rare, but can occasionally occur due to circumstances outlined in our Terms & Conditions.

If your order is significantly delayed beyond our estimated delivery window, please contact us. Where appropriate, we may offer a discount, gift card, partial refund, or other goodwill gesture at our discretion.

This is offered as a courtesy and is in addition to, not instead of, any statutory rights you may have under the laws of your country of residence, as described in Section 10 below.

10. Your Statutory Rights

Nothing in this Refund Policy limits or excludes any statutory consumer rights you may have under the law of your country of residence. Where any part of this policy conflicts with a mandatory right you hold under local law, the mandatory right will prevail.

11. Cancellations

Order cancellation requests are handled in accordance with our Terms & Conditions.

Once an order has shipped, it can no longer be canceled and must instead follow the return process outlined above.

12. Changes to This Policy

We may update this Refund Policy from time to time to reflect operational, legal, or regulatory changes.

The updated version will always be posted on this page together with the revised "Last Updated" date.

Continued use of our Services after changes become effective constitutes acceptance of the revised Refund Policy.

13. Contact Us

If you have any questions regarding this Refund Policy or would like to start a return, please contact us.

LUMINEIUM
Email: info@lumineium.com

We aim to respond to customer inquiries as promptly as possible and appreciate the opportunity to assist you.