Refund policy

Returns/Exchanges
We do not have a return or exchange policy for change of mind. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at enquiry.luxlumens@gmail.com.

Damages and issues
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. We will either provide a replacement of the item or its required parts to ensure that it operates as it should. 

As some clients are in the midst of moving to their new places or their new place is not ready to install the items yet, we will allow a maximum of 1 week (from date of receipt on signed delivery order) before you inspect the items and contact us to let us know of any issues. 

Once installed, all items are deemed to be acceptable in the condition it is. We will strictly not entertain requests for damaged items once installed if the product is not installed by our appointed team. 

Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
Please kindly provide photos of your damaged/wrong (only) items. 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. All products have to be returned in their original condition with the original packaging to qualify for a full refund of the original amount paid for the product.

 Please remember it can take some time for your bank or credit card company to process and post the refund too and we have no control over that area.