Return Window
You can initiate a return within 14 days of the delivery date.
Conditions for Return
- Items must be in their original condition: Returns must include the original packaging, all accessories, and documentation.
- Proof of purchase required: Items must be accompanied by the original receipt or proof of purchase from Luminous Zone.
Defective Items
If you receive a defective item, please contact us immediately at customercare@luminouszone.ca. We will arrange for a replacement or repair of the item at no additional cost to you.
Damaged Items
In the case of items damaged during shipping:
- Report Immediately: Please report damaged items within 48 hours of delivery.
- Documentation: Take photos of the damaged item and packaging and email them to us.
- Replacement or Refund: Once we verify the damage, we will offer a replacement or a full refund.
Exempt Items
The following items cannot be returned:
- Custom Orders: Items that have been customized or made to order.
- Discounted Items: Sale items or items sold on clearance cannot be returned unless defective.
- Gift Cards: These are not eligible for return or exchange.
Non-Returnable Items
We also do not accept returns for:
- Installed Lighting Fixtures: Any lighting fixtures that have already been installed cannot be returned.
- Opened Accessories: Accessories that have been opened and used.
Return Process
- Contact Us: Reach out to our support team via email at customercare@luminouszone.ca to initiate a return.
- Approval: Wait for return approval and instructions from our team.
- Shipping: Return the item using the shipping instructions provided. You are responsible for return shipping costs unless the item is defective or damaged.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customercare@luminouszone.ca.
Contact Information
For any questions or concerns regarding your order or this return policy, please contact us at customercare@luminouszone.ca.
Policy Updates
Luminous Zone reserves the right to modify or update this return policy at any time.
Please Note
Please note that we are not responsible for compensating labor costs or project delays resulting from damaged or defective goods, or any delays due to shipping. We strongly recommend that you schedule installation after thoroughly inspecting the received items. This helps avoid any project delays due to shipping issues.
