Refund policy

We have a 30-day Return Policy on orders shipped UPS or FedEx Ground, which means you have 30 days after receiving your items to request a return and ship your items back to us. We do not allow returns on orders shipped via LTL Freight. Customers are responsible for the shipping cost incurred both ways for change of mind returns. Orders may be subject to a restocking fee based on the vendors restocking fee policy. Please check below for more details:

CHANGE OF MIND RETURNS

If you are not happy with your purchase for any reason you can return it to us within 30 days after receiving your item for an exchange or refund of the purchase price, minus the cost of shipping, minus applicable restocking fees. The customer is responsible for the original shipping cost and the return shipping cost. Most vendors have a restocking fee of 10% up to 50%. Please check with your account manager to understand the restocking fees applicable for the products in your order. Email helpdesk@lightlumen.com, Call +1 866-806-5249, or use the Live Chat. 

Simply visit The Light Lumen Customer Support Helpdesk to begin a return: 

  • To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll need to include the Return Form we provide you, on the outside of package, when you ship your return.

  • Our Customer Service team will email you a prepaid Return Shipping Label once we receive your return request.

  • If goods are received in an unsellable condition or in a condition that would be considered less than perfect and the product cannot be sold as brand new, then your return may not be processed or we may only be able to offer you a partial refund or exchange if the returned product cannot be re-sold as brand new.

  • There are no returns or exchanges for products on clearance. 

RETURNS DUE TO FAULTY OR DAMAGED PRODUCTS

  • We take full responsibility to replace your items that are faulty or damaged.

  • We check our products before dispatch to ensure they are not damaged.

  • Occasionally there may be a fault inside of the packaging which we cannot see or damage may occur in the shipping process.

  • If this occurs please contact us within 48 hours of the delivery being received.

  • Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

  • Please refuse any shipment where there is clear damage to the product.

  • Request a Return and our Customer Service team will email you a prepaid Return Shipping Label.

EXCEPTIONS / NON-RETURNABLE ITEMS

 

  • All items are returnable within the 30-days from the date of delivery. Clearance or Open Box Sale items are not able to be returned. 

  • Orders shipped outside of the USA in 48 states cannot be returned

  • No returns on orders shipped with LTL freight.

  • For change-of-mind returns, return shipping will be paid by the customer.

  • Orders above $3000 cannot be returned

  • International Orders (outside the contiguous USA) cannot be returned.

  • All products which are shipped using LTL cannot be returned. 

EXCHANGE

  • The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

  • To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

  • If goods are received in an unsellable condition or in a condition that would be considered less than perfect and the product cannot be sold as brand new, then your return may not be processed or we may only be able to offer you a partial refund or exchange if the returned product cannot be re-sold as brand new.

REFUNDS

  • We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

  • If approved, you’ll be automatically refunded on your original payment method.

  • Please remember it can take some time for your bank or credit card company to process and post the refund too.