Lumens Return Policy: What Every Shopper Should Know
Unsure about Lumens return policy? Learn all you need to know in our detailed and easy-to-understand article.
Lumens is a well-known name in lighting, furniture, and home decor. Whether you’re picking out a new chandelier or ordering a sleek modern floor lamp, it’s good to know the return policy in case things don’t work out.
Here’s a clear, easy-to-follow guide to Lumens’ return policy so you know exactly what to expect if you need to send something back.
Lumens Return Policy Overview
| Policy Detail | What You Need to Know |
|---|---|
| Return Window | 30 days for most shoppers; 90 days for Lumens Professional members |
| Item Condition | Must be new, uninstalled, and in original packaging |
| Return Shipping | Not free – deducted from your refund |
| Original Shipping Charges | Non-refundable (especially if you paid for expedited shipping) |
| Major Exclusions | Installed/assembled items, custom orders, light bulbs, open-box deals, etc. |
How to Return an Item to Lumens
Returning to Lumens is fairly straightforward, but you’ll need to follow their online process:
- Start the return online:
Go to this Lumens order status page and look up your order. - Fill in the Order Number and Email Id as shown in the below screenshot.
- Select the item:
Choose the specific line item you want to return. - Get your label:
After approval, you’ll be given a UPS return shipping label (either download it or have it emailed). - Pack it up:
Make sure the item is in new, uninstalled condition and packed in its original packaging. - Drop it off:
Attach the return label and take the package to your local UPS store.
Important:
- Lumens will issue your refund after they receive and inspect the returned item.
- The return shipping cost will be deducted from your refund.
Who Gets 90 Days to Return? (Hint: It’s Not Everyone)
If you’re part of the Lumens Professional program, you get a longer window — 90 days to return your items. But all the other conditions still apply. The item must be unused, uninstalled, and in original packaging.
If you’re not sure if you’re a Lumens Pro member, assume the standard 30-day policy applies to you.
What Items Are Non-Returnable?
There are quite a few items Lumens won’t take back. Make sure to double-check your product listing before you buy. If you spot a “non-returnable” notice there, you’ll want to be extra sure before hitting the order button.
Here’s what you can’t return:
- Items clearly marked “non-returnable” on the product page
- Anything that’s been installed or assembled
- Items not in original condition or packaging
- Products with unwrapped crystals
- Opened bedding or linens (even if you just washed them once)
- Made-to-order, custom, or special-order items
- Light bulbs
- Orders with 6 or more of the same product
- Anything from Lumens Annex, open-box, or clearance sections
Tip: Ordering a large quantity or special/custom product? Request swatches or samples first to avoid a no-return situation.
Are There Any Restocking Fees?
Not usually — unless you’re returning items that total more than $5,000. In that case, a restocking fee might apply.
Also, Lumens may issue a store credit instead of a refund in certain situations, though they don’t specify exactly when. If you’re unsure, it’s best to contact them first.
Refunds
Refunds are usually credited to your original payment method within one week after Lumens receives and inspects the item.
But don’t panic if it takes a bit longer.
Between the return shipping, inspection process, and bank processing, it can take up to 30 days for the money to show up in your account.
Damaged or Defective Items
If your order arrives damaged, defective, or not what you ordered, Lumens will replace it for free — no return shipping cost to you.
Damaged Goods
- Report Immediately: Contact Lumens Customer Service within 48 hours of delivery if your item is damaged. If you don’t report it in time, Lumens can’t file a claim with the carrier, and you might not get a refund or replacement.
- Keep Everything: Don’t throw away the damaged item or its packaging. The shipping carrier will need to inspect it.
- Replacement or Return: Lumens will file a claim with the shipping carrier, which takes about 8-10 business days. If the claim is approved, Lumens can usually send a replacement at no cost. If you prefer to return the damaged item, the standard return policy applies.
Defective Goods and Missing Parts
- Report Within 30 Days: Contact Customer Service if you find any defects or missing parts within 30 days. After 30 days, Lumens will still try to help, but there might be some charges.
- Priority Handling: Defective items are given priority for replacement. Lumens covers the cost of returning the defective item and shipping the replacement.
- Don’t Discard: Keep the defective item and its packaging until you get instructions from Lumens.
Special Note for Canadian Shoppers
If you’re returning something from Canada, Lumens will deduct:
- Return shipping
- Taxes
- Customs duties
They suggest calling customer service ahead of time to get an estimated cost.
How to Contact Lumens for Help
Whether you’re returning something or just want help choosing the right finish, here’s how to reach Lumens:
Call
- Phone: (877) 445-4486
- Fax: (916) 444-5885
- Hours (Pacific Time):
- Mon–Fri: 6:00 AM – 5:00 PM
- Sat: 7:00 AM – 3:30 PM
Chat or Message
- Use the Live Chat feature on their website
- Or submit a message via their Contact Form: Lumens Contact Page
Pro Tips for Hassle-Free Returns
Here are a few smart shopper tricks to make your Lumens return smooth and stress-free:
- Returning a big-ticket item?
If it’s over $5,000 total, call ahead to ask about potential restocking fees. - Keep the packaging:
Even if you’re excited to install it, save the box and packaging materials just in case. - Don’t unwrap crystals unless you’re sure:
If the item has delicate crystal parts, opening them could make the item non-returnable. - Watch for the non-returnable tag:
Always check the product page for any “non-returnable” warnings. - Skip installation if you’re unsure:
Installed or assembled items can’t be returned, even if they still look new.
Common Questions
Summary
Returning something to Lumens is pretty easy — as long as the item is unused, in original packaging, and not on their no-return list. Just follow their online return steps, and be aware that you’ll cover the return shipping.
Before placing a big or custom order, take a minute to reach out for samples or advice. It could save you from a no-return situation later.
Got more questions? Lumens’ customer service is there to help!
Please Note: Return policies can change over time. While this article aims to provide accurate information based on the policy at the time of writing, it’s always a good idea to double-check the return policy on official Lumens website for the most up-to-date return policy details. For any specific questions or situations not covered here, the official website or contacting Lumens Customer Service directly is the best resource.
