Return Policy

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

Returns must be requested within 30 days of delivery.

Return approval is required before sending any item back.

Items must be unused and returned in original packaging.

Restocking fees apply to eligible returns.

Damaged items must be reported within 48 hours of delivery.

Mirrors and fragile items must be returned safely in original packaging.

Returns

Eligible items may be returned within 30 calendar days of the delivery date shown by the shipping or freight carrier tracking information.

Items must be unused, unassembled, uninstalled, and returned in the same condition in which they were delivered.

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

Items opened for inspection but otherwise unused may still qualify for return approval.

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

Once furniture has been assembled or installed, it may no longer qualify for resale and may become ineligible for return.

Certain oversized, freight-shipped, fragile, made-to-order, glass, or electrical products may be subject to different return requirements than standard parcel items.

Submitting a return request does not automatically approve the return. All returns must be reviewed and approved before return instructions are issued.

To request a return, email [email protected] within 30 calendar days of delivery.

Return Approval Process

To review a return request, we may ask for photos or videos of the product, packaging, shipping box, labels, serial numbers, or the current condition of the item.

A return request is only considered complete once all requested information has been received.

Because mirrors and glass products are fragile, photos are required before approving mirror returns. We are unable to accept returns for mirrors that arrive cracked, shattered, or damaged.

Certain opened electrical products, including LED mirrors and lighting products, may not qualify for return due to safety and electrical integrity reasons.

If requested return information is not received within 7 calendar days of our request, the return request may be closed.

Return instructions are only provided after the return review process has been completed and approved.

Returns shipped back without written return approval may be refused or returned to sender.

Approved returns must be shipped within 30 calendar days of the date return instructions are issued.

How Returns Work

First, submit your return request within 30 days of delivery. Next, provide any requested photos or documentation. Once the return is reviewed and approved, return instructions will be provided. Returned items are inspected upon arrival before a refund or exchange is approved.

Final return eligibility is determined after inspection at the Lumina Pro facility.

Standard Returns

Eligible products in new condition may qualify for a refund or exchange within 30 days of delivery.

A 15% restocking fee applies to standard returns. Oversized items are subject to a 20% restocking fee.

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 inspection, approval, shipping, and restocking requirements outlined in this policy.

Damaged Deliveries & Mirror Requirements

If your item arrives damaged, email [email protected] within 48 hours of delivery.

Please include photos of:

• the item,

• packaging,

• shipping box,

• shipping labels,

• and the damage itself.

Customers should keep all original packaging until the inspection and review process has been completed.

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 may be limited.

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

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

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

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

Customers must be available for scheduled freight deliveries. Failed delivery attempts may result in additional carrier fees.

In some situations, customers may be instructed in writing to dispose of damaged mirrors rather than return them. Products should not be discarded unless instructed by Lumina Pro in writing.

Mirrors and fragile products must be returned in original packaging. Certain oversized or fragile returns may require shipment through a carrier approved by Lumina Pro.

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

Defective Products

If you believe your product has a manufacturing defect, contact [email protected] with photos, videos, and a description of the issue.

After review, approved resolutions may include replacement parts, repair, exchange, store credit, or refund depending on the situation.

Exchanges

Exchanges are subject to product availability and approval.

Replacement items may require return inspection approval before shipment.

Return Shipping

Customers are responsible for all return shipping costs.

Customers are responsible for ensuring returned items arrive safely to our facility.

Returned items must be packaged securely to prevent transit damage.

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

For returns over $75, we strongly recommend purchasing shipping insurance and tracking.

Refunds

All returned items are inspected upon arrival before a refund is approved.

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

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

Customers will receive email confirmation once the returned item has been received and inspected.

Approved refunds are issued to the original payment method within 14 business days after inspection approval. Processing times vary depending on your financial institution.

Late or Missing Refunds

If you have not received your refund, first recheck your bank account and contact your credit card provider or bank, as processing times vary between financial institutions.

If you still have not received your refund, contact [email protected].

Sale Items

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

Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash.

Shipping Insurance & Delivery Claims

Once an order has been accepted and scanned by the shipping carrier, delivery timelines and transit handling are controlled by the carrier.

Claims for lost, damaged, or stolen shipments may require supporting documentation, including photos of packaging, shipping labels, and product condition.

Orders Containing Multiple Packages

Orders containing multiple boxes or shipments may arrive separately.

Product Disclaimer

Colors and finishes may appear differently depending on screen settings, lighting, and surrounding environments.

Product colors, finishes, fabrics, textures, acrylic clarity, materials, and LED tones may vary slightly due to manufacturing variations and lighting conditions.

Exact LED color matching between products, replacement parts, batches, or previous orders is not guaranteed.

LED lighting appearance may vary depending on brightness settings, wall color, camera exposure, and ambient lighting conditions.

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

Acrylic products may contain minor hairline marks or micro-scratches consistent with manufacturing and packaging processes.

Natural materials may contain unique grain patterns, textures, markings, and slight variations caused by climate or humidity changes.

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

Lifestyle photography is for illustrative purposes only. Decor, accessories, props, storage items, chairs, makeup products, and staging elements shown in product photography may not be included unless specifically stated in the product listing.

Customer Responsibility

Customers are responsible for reviewing product dimensions and confirming measurements before purchase.

Customers are also responsible for ensuring stairwell, doorway, elevator, wall compatibility, and room access requirements are suitable for the ordered product.

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, or misuse.

Products used in commercial, salon, studio, rental, or high-traffic environments may experience accelerated wear and may not qualify for standard return consideration.

Non-Transferability

Return eligibility, warranties, and order protections apply only to the original purchaser and are non-transferable.