Store Policies

INTRODUCTION

By purchasing from www.lumacast.com (“Website”), you (“You” or “Client”) agree to these Terms and Conditions (“Agreement”), forming a binding legal contract with Lumacast, Inc. (“Lumacast”). This Agreement governs all transactions, deliveries, product use, and service terms associated with this Website.

 

MADE-TO-ORDER PRODUCTION

Our products are made-to-order. By submitting an order, you acknowledge that you have confirmed the color, finish, size, and configuration of the product(s) selected. To support your decision, we offer material samples and detailed specifications. If your order includes a “TBD” color selection, you must finalize your choice within ten (10) days of placing the order.

Returns or exchanges due to client preference will incur a 25% restocking fee.

Lumacast reserves the right to accept, refuse, cancel, or hold any order at our discretion. Upon order acceptance, you will receive a confirmation email that includes your order number and details. A separate shipping confirmation will follow once your product is ready.

 

PRICING INFORMATION & ACCURACY

All prices are listed in U.S. dollars and are subject to applicable taxes based on state and local laws. Lumacast strives for accuracy in pricing, availability, and product descriptions but reserves the right to correct any errors, inaccuracies, or omissions and to restrict or cancel orders affected by them.

Lumacast is required to collect sales tax for retail purchases shipped to the following states: AZ, CA, CO, FL, IL, MI, NC, NV, UT, and WA.
To remove sales tax from Trade Program orders shipping to these states, a valid, signed, and dated exemption certificate must be provided prior to or at the time of purchase.

 

PRICE ADJUSTMENT POLICY

We offer a one-time price adjustment for items purchased at full price that go on sale within fourteen (14) days of the purchase date. This policy excludes items initially purchased at a discounted rate. Clients must contact Lumacast within this window to request an adjustment. Approved adjustments will be refunded to the original payment method.

 

CANCELLATION & RESTOCKING POLICY

Made-to-Order Products
You may cancel your made-to-order product within ten (10) days of purchase for a full refund. Cancellations requested after that window—once production begins—will incur a 25% restocking fee.

Quick Ship Products
Cancellations must be made within twenty-four (24) hours of order placement for a full refund. Cancellations after that period are subject to a 25% restocking fee.

Custom Orders
Custom orders are final and non-cancellable once production has commenced. Clients are responsible for reviewing all specifications before placing a custom order. No returns or refunds will be granted once fabrication begins.

 

DELIVERY & SHIPPING OPTIONS

Lumacast offers several delivery options depending on product type and location:

White Glove Service
Full-service delivery and placement, available year-round in CA, OR, and WA, and seasonally in AZ, CO, NV, and UT for residential projects. Applies only to manual ignition fire features.

Curbside Drop-Off (California Only)
Delivery to your property’s curb, with placement at a flat, accessible space.

Ground Shipping
Used for smaller items like samples, covers, and accessories. Ships via UPS Ground or USPS.

LTL Freight (Curbside Delivery)
Used for most fire features shipped outside California. Items are crated and shipped curbside via freight carrier. Transit times vary by region.

More details are available on our Delivery & Shipping page.

 

PRODUCT SAFETY, USE & CUSTOMER RESPONSIBILITY

By purchasing and operating any Lumacast fire feature or accessory, you agree to the following:

1. Installation & Setup Responsibility

Lumacast does not provide installation services outside of designated White Glove Service areas. You are solely responsible for ensuring proper installation by a qualified professional, in accordance with all local building and fire codes and Lumacast-provided instructions. Improper setup or unauthorized modification voids warranty coverage and may pose serious safety risks.


⚠️ WARNING: PROPANE FIRE FEATURE

Professional Installation Required

Propane (LP) fire features must be installed by a licensed plumbing professional in compliance with all applicable safety codes.
Improper installation or handling of gas components can result in:

    • Gas leaks

    • Fire or explosion

    • Severe injury or death

DO NOT attempt to install, convert, or modify this appliance yourself.

Before operating:

    • ✔ Ensure all connections are sealed and leak-tested

    • ✔ Keep flammable materials at a safe distance

    • ✔ Never leave the appliance unattended while in use

Failure to follow these instructions may result in catastrophic failure, bodily harm, or property damage. You assume all liability for installation and use.


2. Fuel Systems & Ongoing Maintenance

Because Lumacast does not install or connect fuel systems (except in White Glove deliveries), you accept full responsibility for:

  • Ensuring all gas components (regulators, lines, fittings) are properly installed and maintained

  • Conducting regular inspections for leaks, corrosion, or visible damage

  • Protecting all components from rain, moisture, and debris

  • Keeping burner nozzles and ventilation paths clean and unobstructed

  • Replacing worn, aged, or compromised components before each use

If your fire feature was installed using Lumacast’s White Glove Service:

  • You acknowledge that Lumacast’s responsibility is limited to the conditions at the time of delivery and setup. Any maintenance issues, damage, or operational failures occurring more than 60 days after installation are presumed to be the result of environmental exposure, normal wear, or user-related factors. Lumacast will not be held liable for incidents, injuries, or damages arising after this period.


3. Operation & Safe Use

The fire feature must be used responsibly and only by individuals familiar with safety guidelines. You agree to:

  • Operate only in appropriate weather and environmental conditions

  • Keep children, pets, and flammable items away during use

  • Use an all-weather cover or tabletop when not in use

  • Avoid operating a fire feature that appears damaged or compromised


4. Limitation of Liability

By purchasing and using Lumacast products, you assume all risks related to installation, operation, and maintenance. Lumacast will not be held liable for:

  • Injuries or property damage resulting from improper installation or use

  • Gas leaks, fire, or explosion due to negligence or noncompliance

  • Indirect, incidental, or consequential damages

  • Costs of repair or replacement due to user error or maintenance neglect


5. Acknowledgment

By completing your purchase and operating the product, you confirm that you:

  • Understand and accept all risks

  • Will follow all installation and operating instructions

  • Will hire qualified professionals for propane systems

  • Release Lumacast, Inc. from liability related to injury, loss, or damage caused by misuse

If you do not agree to these terms, do not proceed with installation or use. Contact Lumacast immediately for assistance.

 

RETURNS AFTER DELIVERY OR SHIPMENT

Returns must be initiated within fourteen (14) days of delivery. Email info@lumacast.com with your order number and clear photos of the product in its original packaging. Products must be returned in new, unused condition with all original materials to be eligible for a refund.

Return Shipping Costs
You are responsible for:

  • Return shipping fees

  • A 25% restocking fee

  • Any original shipping or white glove delivery fees (non-refundable)

Please note: While your order may have included flat-rate shipping, these delivery costs were substantially subsidized by Lumacast to ease the initial purchase process. As a result, return shipping costs remain the responsibility of the clientand will be deducted from your refund.

If White Glove Service was used:

  • For CA returns: A $250 pickup fee applies

  • For AZ, CO, OR, UT, or WA: A return crate will be shipped; crate and freight costs will also be deducted from your refund

 

DAMAGED GOODS

Inspect your delivery immediately. If your item is damaged, notify us within two (2) days of receipt with photos. We will coordinate a replacement or refund. No restocking or return shipping fees apply to verified damaged or defective items.

 

DENIED RETURNS

Returns will be denied if the item is used, damaged, altered, or missing components. This does not apply to items damaged in transit. Always retain packaging materials (crate, pallet, wrap, etc.)—disposal may affect your eligibility for return or replacement.

 

ARBITRATION & GOVERNING LAW

Any disputes related to this Agreement will be resolved through binding arbitration in San Diego, California, under California law. This document represents the full agreement between you and Lumacast regarding your purchase and use of our products.

 

Questions?
Email us at info@lumacast.com or call (888) 710-1026 for assistance.