Return & Refund Policy

Returns

We understand that sometimes a product may not be the right fit until you see it in person. Your satisfaction is our priority, and we want you to be happy with your purchase.

If you're not satisfied for any reason, you may return your item within 30 days of receipt. Returns will not be accepted after 30 days, so please inspect all products upon delivery.

How to Initiate a Return:
To ensure accurate and timely processing, please email us at export@luminexdesigns.com to request a Return Merchandise Authorization (RMA) and return instructions. Returns without an RMA will not be accepted.

Return Conditions:

  • Products that have been installed or have cut wires will incur a minimum fee of $50 USD or 10% of the retail price, whichever is greater.

  • For returns not due to quality issues, customers are responsible for return shipping.

  • If your return qualifies for a prepaid return label, we will provide one via FedEx or UPS. The prepaid shipping cost will be deducted from your refund.

  • All returns must be shipped using the original box and packaging materials.

Shipping Instructions:

  • Returned items must be in new, resellable condition and include all original packaging and assembly instructions.

  • Shipping charges (both original and return) are non-refundable.

  • Refunds will be issued once the product is received and inspected at our warehouse, minus applicable fees.

Non-Returnable Items:

  • Items marked as non-returnable.

  • Clearance items, special orders, custom quotes, or bulk orders (10+ units).

  • Items not in resellable condition.

  • Items not in original packaging or missing components.

  • Bulbs, glass parts, and shades.

  • Items without an RMA clearly noted on a separate sheet attached to the box.

  • Orders shipped to the wrong address due to customer error. The customer needs to take the risk and pick up the package by himself/herself.

 

Refunds

Confirms the item is in "like-new" condition with all original packaging. Refunds will be issued once the product is received and inspected at our warehouse, minus applicable fees. Deductions may apply for:

  • Missing components or packaging.

  • Signs of use or damage.

  • Items returned outside the 30-day return window.

 

Damaged Items

If your item is damaged during shipping, we’re here to help.

  • For FedEx/UPS shipments: Contact us within 48 hours of delivery with photos of the damage and express delivery information at export@luminexdesigns.com so we can file a claim and send a replacement.

  • For freight shipments: Inspect the item upon delivery and note any damage on the Bill of Lading. Then, contact us immediately.

For manufacturer defects or missing parts, please provide a detailed description and photos. One of our team members will guide you through a replacement or part shipment.

Important: Claims without photo evidence may not be processed.
Damage reported after 30 days will only be eligible for replacement, subject to manufacturer warranty.

We reserve the right to charge for items not returned when a prepaid return label has been issued.

 

Cancellations

If your order hasn’t shipped yet, email export@luminexdesigns.com as soon as possible to cancel. We’ll verify your order status and process a refund if eligible.

Please note that due to the delay in updating the tracking number information, there may be a situation where the logistics has been shipped but the tracking number has not been uploaded to the system. In this case, it will be regarded as shipped and the order cannot be cancelled. The customer needs to refuse the package by himself, and we can only process the refund after we receive the return package and check the product status.

Once an order has shipped, it cannot be canceled, redirected, or refused. To return a shipped item, follow our Return Policy.

Do not refuse delivery of non-damaged products. Refusal may result in:

  • Up to 50% restocking fee

  • Loss of item

  • Roundtrip shipping charges

 

Warranty

All LUMINEX DESIGNS products are backed by a 1-year manufacturer’s warranty from the date of delivery, covering defects in materials and workmanship.

If your product qualifies:

  • We will provide replacement parts, arrange for repairs, or send a full replacement when necessary.

  • You must return defective parts for safety inspection and quality tracking. Failure to do so voids eligibility for a free replacement.

Warranty Limitations:

  • Warranty is non-transferable and valid only for original purchasers.

  • Covers only normal, intended use of products.

  • Does not cover:

    • Damage from misuse, neglect, accidents, or modification by personal reasons

    • Commercial use

    • Items damaged by customer error or external causes

 

Photo or video proof is required for all warranty claims.
Without such documentation, we cannot process returns or replacements.