Returns
At Lumens, we are committed to our customer satisfaction. For most products on our website, if you don't like it, you may return it within 30 days for a refund (in new, uninstalled condition and original packaging).
To request a return, click here to find your order. Locate your order and the line item that you would like to return and follow the instructions. Once your return request has been authorized you can download your shipping labels or receive them by email. Simply print, attach to the box and drop off at your local UPS store.
Your refund credit will be issued after the item has been returned and inspected.
The cost of the return shipping will be deducted from the credit amount. In other words, you are responsible for the return shipping cost of any item you return.
Any expedited shipping charges you paid on the original order are non-refundable.
EXCEPTIONS - We cannot accept returns of:
- Products that have been clearly identified as non-returnable on the Product Details Page
- Products that have been installed or assembled
- Products that are not in the original condition and packaging
- Products with unwrapped crystals
- Bedding or other linens that have been opened (even if washed)
- Products that are Made-to-Order, Custom or Special Order to your specifications
- Light bulbs
- Large quantities of the same product (6 or more)
- Lumens Annex, Open-Box items or Clearance merchandise
Before ordering large quantities or special order or custom products we encourage you to ask for as much information as you need, including swatches, finish samples etc.
Note that a request to return items totaling more than $5,000 may incur restocking fees. We reserve the right to apply refunds in the form of a store credit in certain circumstances.
Canadian Orders – orders returned from Canada will have shipping and any applicable taxes and customs duties deducted from the refund. Please call customer service for an estimated cost.
