Return Policy - Easy and Convenient Returns At Luminescen, we are committed to ensuring your utmost satisfaction with every purchase. We understand that there may be instances where returns or exchanges become necessary, and we want to make the process as seamless as possible. Please take a moment to review our comprehensive return policy below for more details.

Your Satisfaction is Our Priority Our goal is to make sure you are delighted with your Luminescen purchase. However, if for any reason you are not completely satisfied, we accept returns and exchanges under the following conditions. Please ensure that you meet the requirements listed below for a successful return:

Return Window:
You have 30 days from the date of receiving your item to request a return. Please note that the item must be received by us within 40 days from the date of purchase.

Eligibility for Return:
To be eligible for a return, the item must meet the following criteria:

  1. It must be in the same condition as when you received it.
  2. The item must be unused and in its original packaging, including all the items that were included in the original package.
  3. You must provide the receipt or proof of purchase.

Refund Options:
a. Items returned within 30 days of purchase will be eligible for a refund to the original method of payment.
b. Items returned after 30 days (but within 60 days) will be eligible for a refund in the form of store credit, which has no expiry date.

Initiating a Return:
To start a return, please contact us at Once your return is approved, we will provide you with detailed instructions on how and where to send your package. Please note that we cannot accept any returns without prior authorization.

Open Box Items:
Open-box items present a fantastic opportunity to purchase items at a discounted price. These items are typically returned by customers, thoroughly inspected by our warehouse staff, and then restocked for sale. Please note that open-box items cannot be customized. When you purchase open-box items, you still receive the warranty that comes with the product. However, it's important to understand that open-box items are final sales and non-refundable. We make every effort to ensure that all open-box items are in functional and almost-new condition. However, if you encounter any issues with your open-box item, please reach out to our customer care team, and we will assist you in arranging any necessary replacements. If you prefer to exchange the open-box item for a brand new item, any price difference will be your responsibility.

Refund Process:
Upon receiving and inspecting your return, we will notify you and inform you if the refund has been approved. This process typically takes 10-15 business days. If your return is approved, the refund will be automatically issued to your original payment method within 3 business days. Please keep in mind that it may take a few additional days for your bank or credit card company to process and post the refund.

Selected fixtures come with warranties at the time of purchase. It's important to note that these warranties only cover manufacturing defects and do not include normal wear and tear. Luminescen Lighting reserves the right to request evidence, such as photos or videos, of the defective parts in order to assess the situation and provide replacements at our discretion. The warranty covers only one incident. If you opt for our extended warranty, the coverage period will be extended accordingly.

Return Shipping Costs:
Customers are responsible for the return shipping costs, including any duties or taxes that may apply. Once we receive the item, we will inspect it, and depending on its condition, issue a full or partial refund or store credit.

Store Credit for Used Items:
If the returned item has been used and shows signs of wear and tear, we will issue a store credit instead of a refund.

Restocking/Refurbishing Fee:
Please be aware that certain items may be subject to a restocking/refurbishing fee of 5%. We will inform you in advance if this fee applies to your return.

Non-Returnable Items:
Customized orders, gift cards, and warranty purchases are not eligible for returns. Additionally, shipping costs, shipping protection, and priority processing fees are non-refundable.

Contact Information:
If you have any questions regarding our return policy, please feel free to reach out to us at

Damages and Issues:
Please inspect your order upon receipt. If the item is defective, damaged, or if you receive the wrong item, please contact us within 3-5 days of receiving the product. We will evaluate the issue and provide a resolution by either replacing the problem parts or the entire fixture, depending on the situation. It is mandatory to provide photos and/or videos for our team to assess the issues accurately. If you prefer to return the fixture instead, you will be responsible for the return shipping costs. We will cover the cost of replacements if high-quality photos and/or videos showing the defects are provided.

Refund for Non-Delivered Items:
If you haven't received your package within 30 business days, please email us to apply for a full refund. Please note that Luminescen Lighting is not responsible for replacing or refunding packages delivered to an incorrect address provided by the customer. If you wish to have the parcel re-shipped due to an error in the shipping address, you will be responsible for the shipping cost.

We do not accept exchanges unless the item is damaged or broken. If there are damages to the fixtures, please contact us, and we will assist in replacing the damaged parts or the entire fixture based on the situation. The quickest way to get the item you want is to return the product you have, and once the return is accepted, make a separate purchase for the new item. Please note that return shipping costs will not be covered.