Refund policy
At Luminige, we are dedicated to bringing warmth and light to your home by crafting high-quality products with care. We value your shopping experience with us and respect your final decision after receiving the goods. Please review our refund and return policies below before proceeding.
Time Period for Returns
Ensure to apply for a refund within 30 calendar days after receiving our lighting fixture. We cannot accept refund or return requests beyond this period. For any return queries, contact us at hello@luminige.com to verify eligibility.
Return Goods Standards
To qualify for a refund, the lighting fixture must be unused and in its original condition with the original label on the package.
Returns Not Accepted In the Following Cases:
- Orders signed for over 30 calendar days
- Installed or assembled products
- Products not in original condition and packaging
- Products with unpackaged crystals
- Custom made, specially ordered, or bulk order products
- Products in the process of being shipped
- Products marked as final sale or non-returnable
- Products with damages or missing items valued over $1,500 without valid proof of local logistics
- Malicious or erroneous orders due to customer actions or negligence
- On-sale products
Defective & Broken Products
At Luminige, we strive to ensure the utmost quality and care in the products we offer. However, we understand that sometimes issues may arise, such as damaged goods during shipping or defective/incorrect items. To address these situations, we have formulated the following policy:
Damaged Goods:
1. Reporting Damaged Goods: In the unfortunate event that fragile products are damaged during shipping, we request that you notify us within 48 hours of delivery. Kindly provide us with images showing the extent of the damage for verification purposes.
2. Prompt Replacement: Once we have confirmed the damage, we will ship replacements or a new item from your order within 48 hours at no additional cost.
Defective or Incorrect Goods:
1. Quality Assurance: Before shipping any light fixture order, we subject it to rigorous quality tests to ensure it meets our high standards. Additionally, we thoroughly check the order items to ensure accuracy.
2. Customer Responsibility: We strongly advise that customers schedule an inspection and tests with a licensed electrician before proceeding with the installation of any light fixtures.
3. Reporting Period: If you encounter any defects or receive an incorrect item, we request that you report it to us within 30 calendar days of receiving your order. Any requests made after this period will not be eligible for replacement.
4. Shipping Costs: We will cover the cost of shipping for a new item or replacements for the damaged one.
Exchanges
We offer an exchange service for defective, damaged, or incorrect lighting fixtures. Inspect your goods upon receipt and notify us immediately of any issues.
For size or style exchanges, place a new order ensuring the goods meet the return standards. Contact us at hello@luminige.com for assistance. We'll process your request in 1-2 business days.
Cancellations
Cancellation is supported within 2 business days from the date of your purchase in our store. However, if your order items have already been shipped, none of the cancellations are supported. If you would like to request a cancellation, please contact us at hello@luminige.com and provide your order number. If the cancellation request is successful, we will notify you within 12 hours.
Refund
Once we have received and checked your return, we will notify you and let you know if the product meets the return criteria. If approved, you will automatically receive a refund within 1-3 business days via your original payment method.
If your return has not been refunded more than 5 business days after we approve it, please contact us at hello@luminige.com.
note:
- Tips on the original order are not refundable.
- Expedited shipping costs are non-refundable.
Return Shipment Process And Expectation
At Luminige, we strive to ensure a hassle-free return experience for our valued customers. If you wish to return an item, please follow the process outlined below:
1. Contact the Courier: As part of our return policy, customers are responsible for arranging the return shipping of the goods. Please get in touch with your preferred courier service to initiate the return process.
2. Track the Shipment: To assist us in tracking the logistics status of your return order, kindly provide us with a single tracking number provided by the courier. This will enable us to monitor the progress of the return shipment and ensure a smooth process.
3. Declare Product Value: When mailing your item, please ensure that the declared value of the product is less than $80. It is important to note that any possible taxes incurred during the return shipping process will not be the responsibility of our store. In the event of any taxes, they will be deducted from the refunded order amount.
4. Expect Processing Time: Once we receive the returned item, our after-sale team will promptly process the return and initiate the refund procedure. Please allow us a reasonable amount of time to inspect the returned item.
5. Refund Confirmation: Once the return has been processed, we will send you a confirmation email regarding the refund. Please note that it may take some time for the refunded amount to be reflected in your original payment method, depending on your bank or payment processor.
We value your satisfaction and are committed to resolving any issues with your purchase. If you have any further questions or concerns regarding the return shipping process, please feel free to contact us. We are here to assist you every step of the way.
Return-related fees
The restocking fee is not required. For returns of damaged or defective goods, we will pay you the actual charges within 1-3 business days of receipt of the return. If the return is not due to us, the customer is responsible for all related logistics costs.
Return address
The specific return address will be notified to you by email after our after-sales team has reviewed and approved your return or refund application, so pay attention to your mailbox.
Contact Information
Email: hello@luminige.com
Phone: +86 15926313156