Returns & Refunds
1. What is Lumenco’s refund policy?
Customers have 14 days from receipt of merchandise to request a return for a refund.
After 14 days, no refund will be issued.
To qualify, products must be in original condition, unopened, unused, and not installed or modified.
2. How do I request a refund?
Complete the RMA (Return Merchandise Authorization) form: [RMA Link] or email rma@lumenco.ca.
Our team will provide return instructions within 24–48 business hours.
3. What is the return window once approved?
After receiving RMA authorization:
Products must be returned within 14 days.
A tracking number must be provided.
Returns not received within 10 days will be cancelled.
4. Who pays for return shipping?
Customers are responsible for return shipping costs.
Original shipping fees are non-refundable.
If the order had free shipping, a fee will be deducted to cover original shipping costs.
5. Are there restocking fees?
Yes. A restocking fee of 10%–25% may apply, depending on the product. This will be confirmed during RMA approval.
6. How long does it take to receive my refund?
Refunds are issued to the original payment method once products are inspected.
Processing typically takes 7–10 business days after confirmation.
7. Are any items excluded from refunds?
Yes. Refunds do not apply to:
Special orders
Custom-made products
Clearance or final sale items
Exchange Policy – FAQ
1. What is Lumenco’s exchange policy?
Exchanges can be requested within 30 days of receipt.
After 30 days, no exchanges are possible.
Products must be unopened, unused, and in original condition.
2. How do I request an exchange?
Complete the RMA form: [RMA Link] or email rma@lumenco.ca.
Our team will respond within 24–48 business hours with instructions.
3. What if the replacement item costs more?
The exchange item must be of equal or greater value.
If it costs more, the customer pays the difference.
4. Who pays for shipping in an exchange?
Customers cover shipping for the returned product.
Lumenco covers shipping for the replacement product.
5. Are restocking fees applied to exchanges?
Yes. As with refunds, a 10%–25% restocking fee may apply.
6. What products are excluded from exchanges?
Special orders
Custom-made products
Clearance or final sale items
Defective or Damaged Products – FAQ
1. What should I do if my product is damaged on delivery?
Refuse the delivery, or
Note the damage on the delivery receipt before signing.
2. How do I report a defective or damaged product?
Submit an RMA form ([RMA Link]) or email rma@lumenco.ca.
Photos may be requested for verification.
3. Will Lumenco replace defective or damaged products?
Yes. We will:
Send a replacement part or the same model, or
Issue a refund if the product is out of stock or if you prefer not to receive a replacement.
4. Who pays shipping for defective returns?
Lumenco covers return costs for defective or shipping-damaged products.
If the issue is not manufacturer-related, the customer pays return shipping.
5. Is there a warranty on products?
Yes. Manufacturer warranties range from 1 to 10 years, depending on the product. Warranty does not cover misuse or improper installation.
6. What if my order is lost or never delivered?
Customers must notify Lumenco within 30 days of the expected delivery date. We will investigate with the carrier and arrange a replacement or refund.
Pricing & Adjustments – FAQ
1. What happens if there’s a pricing error?
If a pricing error appears on our website:
Lumenco reserves the right to cancel affected orders.
Customers will be notified and any payments refunded within 7–10 business days.
2. Does Lumenco offer price adjustments?
Yes. If a purchased item goes on sale or is part of a promotion within 7 days of purchase, you may request a store credit for the difference.
⚠️ Price adjustments do not apply to:
Third-party retailer purchases
Clearance sales
Order Cancellations – FAQ
1. Can I cancel my order?
Orders can be cancelled before shipping by contacting customer service.
If the order has not yet been processed, a full refund will be issued.
If the order has shipped, the return policy will apply.
Additional Terms – FAQ
1. Do I need proof of purchase for a return or warranty?
Yes. A valid proof of purchase (order number or receipt) is required.
2. Are international returns allowed?
Yes, but customers are responsible for all shipping costs, duties, and taxes.
3. What are my consumer rights?
This policy complies with all applicable consumer protection laws. If local laws grant additional rights, those rights will also apply.
4. How do I make a warranty claim?
Submit an RMA form. Lumenco will coordinate with the manufacturer under their warranty terms.
5. Can I receive partial refunds or store credit?
Yes. At Lumenco’s discretion, partial refunds or store credits may be offered if a returned product doesn’t fully meet eligibility criteria.
6. Do installation attempts affect eligibility?
Testing a product by powering it on does not void eligibility.
Installed or modified products are not eligible for refund or exchange.
7. How will I receive RMA instructions?
Once approved, you’ll receive an email confirmation with a shipping label or return instructions within 24–48 business hours.
8. What if delays occur due to external events?
Lumenco is not liable for delays caused by force majeure events such as natural disasters or shipping disruptions.
9. What if I ordered the wrong product?
Products ordered incorrectly (wrong size, specs, etc.) follow the standard return/exchange policy, not defect replacement.
10. How can I contact Lumenco about returns or policies?
Email: customerservice@lumenco.ca
Phone: 1-888-372-9989 (Mon–Fri, business hours)
11. Can Lumenco update this policy?
Yes. Lumenco reserves the right to modify policies at any time. Updates are posted on our website and apply to new orders going forward.