Return & Exchange Policy

General Policy

You have the option to exchange or receive store credit within 14 days of the confirmed carrier delivery date as recorded by the tracking information provided at the time of shipment. The delivery date shown in the carrier's tracking system shall be the governing date for all return and exchange eligibility determinations.

Initiating an Exchange or Store Credit

Before returning an item, you need to get pre-authorization by contacting customer support.

Return Condition

Items being returned must be unused, and in their original condition, complete with all accessories, tags, documentation and packaging. Simply put, returned merchandise must be in the exact same condition as when you received it.

All items are thoroughly inspected and documented prior to leaving our warehouse. This includes photographic and condition records of each item at the time of shipment.

Items that are not returned in merchantable condition as described herein will either be refused and sent back, or assessed a 20% restocking fee.

Defective Items

In the rare event that you receive an item that is defective upon arrival, please contact us within 5 business days of the confirmed delivery date to arrange for a replacement. Claims submitted after this period may not be eligible for a replacement. Defective items may be returned for a replacement, provided the defect is not due to misuse or damage caused by the user.

We will cover the return shipping costs for defective items and offer the option for a replacement at no charge. Please include proof of purchase and a description of the defect when initiating the return process. We highly recommend documenting the defect via photos and/or videos.

Damaged During Shipping

If your item arrives damaged due to shipping, please contact contact us within 24 hours of the confirmed carrier delivery date. To ensure we can resolve your claim quickly, please do the following before contacting us:

Do not discard the original packaging, as it may be required for a carrier damage claim. Document the damage thoroughly with photos and/or videos of the damaged item and the packaging it arrived in, including any visible damage to the exterior of the box. Retain all original packaging materials, including any inner cushioning or inserts, until your claim is fully resolved.

Once we receive your documentation we will work with you to arrange a replacement or store credit as quickly as possible. We will cover all return shipping costs for items confirmed as damaged during transit.

Processing Exchanges and Store Credits

Exchange and store credit requests will be processed once we receive and inspect the returned item(s). Please allow up to 2-3 business days for processing. Store credit will be applied directly to your Luminaire account and may be used toward any future purchase on our website or in one of our showrooms. Store credit does not expire and has no cash value.

Final Sale and Special Orders

Items marked as final sale cannot be returned or exchanged. Additionally, custom and made-to-order items are considered final and are not eligible for returns or exchanges.

Gift Cards

Gift cards are available for purchase on our website and are delivered electronically via email. Physical gift cards may be offered where applicable.

All gift card purchases are final sale and non‑refundable. Once a gift card has been issued, it cannot be returned, exchanged for cash, or refunded - except where required by law. Gift cards cannot be used to purchase additional gift cards.

We are not responsible for lost, stolen, or unauthorized use of gift cards. Please treat your gift card like cash.

Gift cards can be redeemed online at checkout. If the order total exceeds the card balance, the remaining amount must be paid using another payment method.

Gift cards do not expire unless otherwise stated. Any expiration date or limitations will be clearly indicated at the time of purchase.

If an order purchased using a gift card is returned:

• The refunded amount will be issued back to a gift card (or store credit).
• Refunds cannot be issued in cash or to a different payment method unless required by law.

Gift cards are not eligible for discounts, coupons, or promotional offers unless explicitly stated.

Shipping Charges

Shipping charges, if applicable, are non-refundable unless the return or exchange is due to an error on our part.

Return Shipping Instructions

If you are using your own shipping method to return an item, please ensure the shipment is insured and sent using a trackable shipping method to avoid any issues.

International Orders

All international orders are final and cannot be returned or exchanged unless the return or exchange is due to an error on our part.

Serialized and Tamper-Resistant Tags

Certain items are shipped with serialized, tamper-resistant tags to prevent fraud. Returns or exchanges will be declined if these tags are tampered with, altered, or removed. Additionally, invisible fingerprinting technology may be utilized to confirm that returned items are the original items sold.

Payment Disputes

If you have a question or concern regarding a return, exchange, or store credit, please contact us before initiating a chargeback or payment dispute with your bank or credit card issuer. We are committed to resolving all issues promptly and fairly. Initiating a chargeback without first contacting us could delay resolution of your claim.

Policy Updates

This policy may change as business processes, laws and technologies evolve. Updated versions will be posted on our website, and we may notify you via email or other means. Continued use of our services after an update constitutes acceptance of the revised policy.

Have Questions?

If you have questions or concerns regarding our terms and policies, please reach out to us.