Returns & Exchanges
Restocking Fees:
Each Lumacast product is individually crafted to your specifications. We encourage utilizing our material samples and detailed specifications to ensure the perfect fit for your space. Due to the custom nature of our products, returns and exchanges based on customer preference are subject to a 25% re-stocking fee.
Separate Shipping Fees on Returns
It's important to remember that while your original order for quickship fire features may have included complimentary "Free Shipping," this benefit represents a cost absorbed by Lumacast for delivering the product to you. In the event of a return, you will be responsible for the cost of shipping the product back to us. This return shipping cost is separate and in addition to any applicable restocking fee and will be deducted from your refund.
For made-to-order products, please note that shipping costs are associated with these items based on your shipping zone. These flat rate shipping fees are subsidized by Lumacast to provide more affordable shipping options for our customers. If you need to return a made-to-order product, the return shipping cost will also be your responsibility. Any original shipping fees paid are non-refundable. The return shipping cost, along with any restocking fees, will be deducted from your refund.
Damaged Upon Arrival:
Upon delivery, please inspect your items thoroughly. If you find any damage, document it and inform us within two days of receipt. We will arrange for a replacement or refund as needed. There are no restocking fees or return shipping charges for damaged or defective products. To file a claim, contact us at info@lumacast.com or 888-710-1026.
Denied Returns:
If a returned item is damaged, used, scratched, burned, broken, or otherwise not in a condition suitable for resale, we reserve the right to deny the refund and return the product to you. This does not include items damaged upon arrival. To avoid this, please use adequate packing materials and retain all original packing materials (pallet, crate, wrapping, etc.). Note that disposing of packaging may affect your eligibility for return/replacement.
Custom Products:
Products with client-requested modifications are generally not eligible for return or exchange; all sales of these items are considered final.
Return Process and Time Window
To initiate a return, please contact us at info@lumacast.com or 888-710-1026 within 14 days from the date of delivery. We will guide you through the return process and provide you with the necessary information and documentation. Please ensure the product is in its original condition and packaging to avoid denial of your return. Remember, the return shipping cost and any applicable restocking fee will be deducted from your refund.
