Return Policy

We want you to love your Lumina Pro order. Because many of our products are oversized, fragile, or shipped through freight carriers, we ask customers to carefully review the information below before placing an order or requesting a return.

QUICK OVERVIEW

• The return window closes 30 calendar days after the purchase date.
• The purchase date is the date the order was placed and payment was submitted, not the delivery date.
• Return approval is required before any item is shipped back.
• A return request is complete only after Lumina Pro receives all requested information.
• Mirrors and glass products require current-condition photos before approval.
• Requested return information must be received within 7 calendar days of our request.
• Items must be unused, unassembled, uninstalled, and returned in original packaging.
• Restocking fees apply to eligible returns.
• Damaged deliveries must be reported within 48 hours after delivery.
• Refunds are issued only after an approved return is received and passes inspection.

RETURN WINDOW

Eligible items are eligible for return review only within 30 calendar days after the original purchase date.

The purchase date is the calendar date shown on the order confirmation.

The delivery date does not extend, restart, or change the return window.

Shipping delays, missed delivery appointments, freight scheduling delays, or carrier delays do not extend the return window.

To request a return, email [email protected] before the return window closes.

Submitting an email within the return window does not approve a return, authorize shipment back, or create a refund right.

RETURN APPROVAL REQUIRED

All returns require written approval from Lumina Pro before shipment back.

A return request is only complete after Lumina Pro receives all information requested for review.

Requested information includes photos, videos, product condition, packaging condition, shipping labels, serial numbers, proof of purchase, or other documentation requested by Lumina Pro.

If requested information is not received within 7 calendar days of Lumina Pro’s request, the return request is closed.

A closed return request is not eligible for refund, exchange, or return approval.

Return instructions are issued only after Lumina Pro completes review and approves the return in writing.

Returns shipped back without written approval are refused or returned to sender.

PRODUCT CONDITION REQUIREMENTS

Returned items must be unused, unassembled, uninstalled, unmounted, unmodified, and in the same condition in which they were received.

All original packaging must be included. This includes boxes, foam protection, inserts, hardware, accessories, manuals, corner protectors, wood framing, sleeves, and internal protective packaging materials.

Items opened only for inspection remain eligible for return review if all other requirements are met.

Products showing signs of use, installation, assembly, attempted assembly, damage, mounting, modification, missing packaging, or misuse are not eligible for return.

Once furniture has been assembled or installed, it no longer qualifies for standard return approval.

MIRRORS, GLASS, AND FRAGILE PRODUCTS

Mirrors and glass products require current-condition photos before return approval.

Required photos must show:

• Full front of the mirror
• All edges and corners
• Back of the mirror
• Electrical cord or lighting components, when applicable
• Original packaging
• Shipping box and shipping labels

Lumina Pro does not accept mirror returns that are cracked, shattered, damaged, improperly packaged, missing original packaging, or unsafe to ship.

Mirrors and fragile products must be returned in original packaging.

Certain oversized, freight-shipped, or fragile returns require shipment through a carrier approved by Lumina Pro.

Returns received cracked, shattered, improperly packaged, incomplete, or damaged during return transit are not eligible for refund approval.

LED MIRRORS AND ELECTRICAL PRODUCTS

Opened LED mirrors, lighting products, and electrical products are subject to additional review for safety and electrical integrity.

Products showing installation, wiring, mounting, attempted installation, use, modification, or damage are not eligible for return.

Customers should inspect products before assembly, installation, mounting, or electrical connection.

PRODUCT SPECIFICATIONS, LIGHTING, AND DEFECT CLAIMS

Published product specifications are based on manufacturer data, supplier documentation, product testing, or information available from Lumina Pro’s vendors.

If you believe a product has a manufacturing defect or incorrect technical specification, email [email protected] with your order number, photos, videos, and a clear description of the issue.

For technical specification claims, Lumina Pro requires objective support. This includes calibrated meter readings, technician findings, manufacturer documentation, or other measurable evidence.

Subjective comparisons to another product do not establish a defect or incorrect specification.

LED brightness and lighting appearance vary based on brightness settings, room lighting, wall color, mirror angle, camera exposure, ambient lighting, power source, product size, LED diffusion, and surrounding surfaces.

Minor variations in brightness, edge lighting, LED diffusion, LED tone, color temperature, acrylic clarity, finish tone, grain pattern, stitching, texture, or material appearance are not product defects.

Differences in personal preference, style preference, lighting appearance, comfort preference, or room compatibility are not product defects.

When Lumina Pro confirms a manufacturing defect or verified specification error, approved resolutions include replacement parts, repair, replacement, exchange, store credit, or refund.

STANDARD RETURNS AND FEES

Eligible products in new condition qualify for return review within 30 calendar days after the purchase date.

A 15% restocking fee applies to standard approved returns.

A 20% restocking fee applies to oversized, freight-shipped, glass, mirror, furniture, and electrical product returns.

Original shipping charges, expedited shipping charges, white glove delivery fees, assembly fees, import duties, customs fees, brokerage fees, and delivery surcharges are non-refundable.

Buyer’s remorse returns are subject to the same approval, inspection, shipping, packaging, and restocking requirements in this policy.

RETURN SHIPPING

Customers are responsible for return shipping costs unless Lumina Pro approves another arrangement in writing.

Customers are responsible for ensuring returned items arrive safely at the Lumina Pro facility.

Returned items must be packaged securely to prevent transit damage.

Lumina Pro is not responsible for return shipments that are lost, stolen, delayed, mishandled, or damaged during transit.

For returns over $75, Lumina Pro recommends tracked and insured shipping.

APPROVED RETURN DEADLINE

Approved returns must be accepted by the return carrier within 14 calendar days after Lumina Pro issues return instructions.

Return authorization expires if the product is not shipped by the deadline shown in the return instructions.

Expired return authorizations are not eligible for refund approval.

INSPECTION AND REFUNDS

All approved returns are inspected after arrival.

Refunds are issued only after inspection confirms the returned item complies with this policy.

No refund is owed when:

• No return approval was issued
• The product was not returned
• The product was retained by the customer
• The return request was incomplete
• Requested information was not received on time
• The return was shipped without approval
• The returned item fails inspection

The returned item arrives damaged, cracked, shattered, incomplete, used, installed, modified, or improperly packaged.

Partial refunds are issued for missing parts, damaged packaging, signs of use, repackaging costs, cleaning costs, or diminished resale value.

Approved refunds are issued to the original payment method within 14 business days after inspection approval. Bank and card processing times vary.

DAMAGED DELIVERIES

Damaged deliveries must be reported to [email protected] within 48 hours after delivery.

The report must include photos of:

• The item
• The damage
• Packaging
• Shipping box
• Shipping labels

Customers must keep all original packaging until Lumina Pro completes review.

Minor wear to outer packaging during transit does not qualify as product damage.

Products should be inspected before assembly or installation.

Claims related to cosmetic concerns reported after assembly or installation are limited.

For freight deliveries, customers are responsible for inspecting the shipment upon delivery and noting visible damage with the carrier before signing.

Signing for freight delivery without noting visible external damage confirms the shipment was received in acceptable external condition.

FAILED DELIVERY AND FREIGHT ACCESS

Customers are responsible for monitoring tracking updates and responding to carrier communication.

Customers are responsible for ensuring the delivery location is accessible for the ordered product, including stairwells, hallways, elevators, entryways, and room fitment.

Customers must be available for scheduled freight deliveries.

Failed delivery attempts, missed appointments, refused shipments, or inaccessible delivery locations result in additional carrier fees charged to the customer.

FINAL SALE ITEMS

Items marked final sale, clearance, closeout, special order, custom order, made-to-order, non-refundable, or as-is are not eligible for return, refund, or exchange.

Gift cards are non-refundable and are not exchangeable for cash.

EXCHANGES

Exchanges are subject to product availability and approval.

Replacement items require return review and inspection approval before shipment unless Lumina Pro states otherwise in writing.

CUSTOMER RESPONSIBILITY

Customers are responsible for reviewing product dimensions, specifications, and compatibility before purchase.

Customers are responsible for confirming stairwell, doorway, elevator, wall, electrical, and room access requirements before purchase.

Professional installation is recommended for wall-mounted mirrors and heavy products.

Customers assume responsibility for installation, mounting, anchoring, assembly, wall compatibility, and electrical compatibility.

Lumina Pro is not responsible for damage occurring after delivery due to improper handling, storage, movement, mounting, installation, electrical connection, or misuse.

Products used in commercial, salon, studio, rental, or high-traffic environments experience greater wear and are not eligible for standard return consideration.

PAYMENT DISPUTES

This policy does not limit rights available under payment network rules or applicable consumer law.

A payment dispute does not replace the return process.

A payment dispute does not create refund eligibility when the customer has not met the return, approval, documentation, shipping, or inspection requirements in this policy.

When a payment dispute is filed, Lumina Pro provides order records, checkout records, shipping records, return policy records, customer communications, product documentation, and manufacturer information to the payment processor, card network, financial institution, or dispute reviewer.

NON-TRANSFERABILITY

Return eligibility, warranties, and order protections apply only to the original purchaser and are not transferable.

QUESTIONS

Email [email protected] with your order number and request details.