At Luminova, we are dedicated to ensuring our customers are satisfied and fully informed about our return process. This policy explains the conditions and guidelines for returns. By placing an order with us, you accept these terms:
Standard Return Conditions:
- Store: The merchandise being returned must be bought from durableledlights.shop. Any item bought from another store will not be accepted.
- Product Quality: Items bought can only be returned if the items are unused and unopened. Performing either of these actions voids the eligibility for return. We will not accept items that have been glued, adjusted, or tampered with from the original condition upon arrival.
- Included Items: Items returned must be in new condition, and other included items in the original packaging. Failure to include ALL items from the original shipment will automatically make your return invalid.
- If the product being returned included a promotional or free item , that item must be included in the return package.
- Period of Return: Luminova offers a 30-day return policy on all unopened equipment, starting from the date the product was delivered to the customer. Anything beyond 30 days will not be eligible for return.
Method of Refund:
- Refunds are granted through two use cases that are determined in conversation between the customer and Luminova Customer Service Representative.
- Store Credit: Returns can be compensated through store credit, to which the customer can apply to future purchases.
- Refund: If the customer prefers a refund over store credit issuance, then the customer must speak to a customer service representative and make it known before the store credit is issued. In these situations where the customer service representative and customer come to an agreement, a monetary refund will be granted. The agreed refunds are issued to the original payment method of the order.
Product Return Request:
- Return Request: To request a return, you must reach out to our customer service representatives at [email protected].
- Unwanted Product(s): If the product being returned is new and unwanted, then the customer is responsible for arranging shipping for the return, including any costs associated with shipping fees. Tracking is not required when returning new and unwanted items, but is it strongly recommended. Luminova is not responsible for the loss or damage of merchandise through the shipping process.
- Defective Items: If the item you have received is defective upon arrival, contact us immediately at [email protected]. On the initial email, please provide photos/videos of your product, a detailed description of the issue, and a description of what you have done to try and fix it (if applicable). For returned merchandise found to be genuinely defective, Luminova will ship out a replacement free of charge.
- Return Package: The customer is responsible for making sure the item(s) being returned is securely packaged to avoid damage. Luminova is not responsible for damage during the return process and will deny a return if the product is damaged in transit to our facility.
Acceptance of Return:
- Return Arrival: Please allow 3-5 business days for processing once your return arrives at our facility. Items requiring extensive testing could take up to 7-14 business days.
- Product Inspection: Luminova reserves the right to exchange, replace, or refund merchandise and not refund money if we deem that the product has been misused or modified in any form.
Decision
Luminova’ Customer Service Representatives reserve the right to deny a return for any reason.
By purchasing from durableledlights.shop, you as a customer agree to all terms and conditions within this return policy. If you need further explanation, please reach out to Luminova with any questions.
