Returns Policy

1. Refund Policy

• Eligibility for Refunds: Customers have 14 days from the receipt of merchandise to request a return for a refund. After this period, no refund will be issued by Lumenco.
• Conditions for Return: To qualify for a refund, the product and its packaging must be in original condition, unopened, and unused. The product must not have been installed or modified.
• RMA Form: To initiate a return, customers must complete the RMA (Return Merchandise Authorization) form by clicking on the following link: RMA, or send an email to rma@lumenco.ca. Our team will provide return instructions after receiving the form within 24 to 48 business hours.
• Return Window: After receiving the RMA authorization, customers must return the product within 14 days and provide a tracking number for the return. Returns not received within 10 days will be canceled.
• Return Shipping Costs: The customer is responsible for the return shipping costs. Shipping charges, including original shipping fees, are non-refundable. If the item had free shipping at the time of purchase, a fee will be deducted from the refund to cover the original shipping cost.
• Restocking Fees: A restocking fee may apply for certain products upon return. Restocking fees, if applicable, typically range from 10% to 25% of the product value and will be confirmed upon RMA approval. This fee will be deducted from the refund.
• Refund Processing: Once the product is received and inspected at our warehouse, we will process the refund to the original payment method. Refunds typically take [7 to 10] business days after confirmation of the product's condition.
• Exclusions: This policy does not apply to special orders, custom-made products, or clearance/final sale items. These items are not returnable and not refundable.

2. Exchange Policy

• Eligibility for Exchanges: Customers can request an exchange within 30 days from the receipt of merchandise. After 30 days, no exchange will be possible.
• Conditions for Exchange: To qualify for an exchange, the product and its packaging must be in original condition, unopened, and unused. The product must not have been installed or modified.
• RMA Form: To initiate an exchange, customers must complete the RMA form by clicking on the following link: RMA, or send an email to rma@lumenco.ca. Our team will provide further instructions for the exchange within 24 to 48 business hours.
• Value of Exchange Item: The value of the substitute product must be greater than or equal to the value of the original product. If the replacement product is of higher value, the customer will need to pay the difference.
• Return Shipping Costs: The customer is responsible for shipping the original product back to Lumenco's warehouse. Lumenco will arrange and cover the shipping cost for sending the exchanged product back to the customer.
• Restocking Fees: A restocking fee may apply for certain products upon return. Restocking fees, if applicable, typically range from 10% to 25% of the product value and will be confirmed upon RMA approval. This fee will be deducted from the refund.
• Exchange Processing: Once the returned product is inspected and meets the return conditions, the new product will be shipped to the customer. Refunds will be issued for any price difference in the original and exchanged products if applicable.
• Exclusions: This policy does not apply to special orders, custom-made products, or clearance/final sale items. These items are not returnable and not refundable.

3. Defective or Damaged Product

• Conditions for Return: If the product is damaged during delivery or the packaging is inadequate, customers should refuse the delivery or note the damage on the delivery receipt before signing.
• RMA Form: To process the claim, the customer must complete the RMA form by clicking on the following link: RMA, or send an email to rma@lumenco.ca. Photos of the product and its damage may be requested to assist with the process within 24 to 48 business hours.
• Replacement: Once the claim is confirmed, Lumenco will send a replacement part or the same model to the customer. Refunds may be issued if the product is out of stock, or if the customer does not wish to receive a replacement.
• Shipping Costs for Defective Products: If the product is found to be defective or damaged during shipping, Lumenco will cover the cost of returning the item. Otherwise, the customer will be responsible for the return shipping fees.
• Manufacturer's Warranty: Lumenco products are covered by the manufacturer's warranty, which can range from 1 to 10 years, depending on the product. This warranty does not cover damage caused by misuse or improper installation.
• Exclusions: This policy may be subject to exceptions based on conditions imposed by manufacturers. If the box is visibly damaged upon receipt, the customer must notify Lumenco within 48 hours of receipt in accordance with delivery service rules.
• Non-Delivery or Lost Shipments: For non-delivered or lost shipments, customers must notify Lumenco within 30 days of the expected delivery date. We will investigate with the carrier and offer a replacement or refund if confirmed.

4. Pricing Error

In the event of a pricing error displayed on our website, Lumenco reserves the right to cancel orders placed at the incorrect price. Customers will be notified if a cancellation occurs, and any payments made will be refunded promptly. Please note that refunds may take 7 to 10 business days to process, as per banking policy.

5. Price Adjustments

If an item you purchased goes on sale or becomes part of a promotion within 7 days of your purchase, you may be eligible for a price adjustment in the form of a store credit. This adjustment is subject to certain conditions, and the price difference will be refunded as a store credit.

• Exclusions: Price adjustments do not apply to items purchased from third-party retailers or during clearance sales.

6. Cancellation Policy

If you wish to cancel your order before it ships, please contact Lumenco’s customer service as soon as possible. If the order has not yet been processed or shipped, we will gladly cancel the order and issue a full refund. Once the order has shipped, it will be subject to our standard return policy.

7. Additional Terms

• Proof of Purchase: To process any return, exchange, or warranty claim, customers must provide a valid proof of purchase (e.g., order number, receipt).
• International Returns: For international orders, the customer is responsible for all return shipping costs, including any applicable duties and taxes.
• Consumer Rights: This policy is in accordance with applicable consumer protection laws. If local laws provide additional rights, those rights will apply regardless of this policy.
• Warranty Claim Process: For warranty claims, customers must submit an RMA form to Lumenco. We will coordinate with the manufacturer to process the claim, subject to their terms.
• Partial Refunds or Store Credit Options: At Lumenco’s discretion, partial refunds or store credit may be offered if the product is returned in a condition not fully meeting eligibility criteria.
• Installation-Related Returns: Testing a product by powering it on does not void eligibility, but full installation (e.g., wiring or mounting) does.
• Digital Confirmation of RMA: Once the RMA is approved, customers will receive an email confirmation with a return shipping label or instructions within 24–48 business hours.
• Force Majeure or Delays: Lumenco is not liable for delays in processing returns or exchanges due to events beyond our control, such as natural disasters or carrier disruptions.
• Customer Responsibility for Incorrect Orders: Products ordered in error by the customer (e.g., incorrect size or specifications) are subject to our standard return/exchange policy, not defect replacement.
• Contact Information: For policy questions, reach out to our team at customerservice@lumenco.ca or call [ 1-888-372-9989 ] during business hours.
• Policy Updates: Lumenco reserves the right to modify this policy at any time. Updates will be posted on our website and apply to orders placed thereafter.