Returns & Exchanges

Restocking Fees

Each Lumacast product is crafted to order, so we encourage utilizing our material samples and detailed specifications to ensure the perfect fit for your space. Returns and exchanges due to customer preference are subject to a 25% restocking fee.

Separate Shipping Fees on Returns

Our flat-rate shipping fees—or promotional free shipping when applicable—are benefits absorbed by Lumacast to offer more affordable delivery options. These fees are non-refundable. For returns, the cost of shipping the product back to Lumacast will be the customer’s responsibility and deducted from the refund along with any applicable restocking fees.

Damaged Upon Arrival

If your shipment shows visible damage to the crate or the shock sensor has been triggered, open the crate to inspect the fire feature before signing for the delivery. If damage is found, do not sign and refuse the shipment. Notify us immediately so we can begin production of a replacement shell and initiate a claim with the shipping company. If damage is discovered after opening, please document it with photos and contact us within two days of delivery.

Denied Returns

Returned items must be unused, in original condition, and include all original packaging materials, such as the crate and pallet. Damaged, used, or improperly packaged items may result in a denied refund. Packaging disposal may impact eligibility for return or replacement.

Custom Products

Products with client-requested modifications are final sale and not eligible for return or exchange.

Return Process

To initiate a return, contact info@lumacast.com or 888-710-1026 within 14 days of delivery. We will provide guidance and documentation for the return process. Refunds will be issued after inspection, with deductions for restocking and shipping fees as applicable.