Lumens Return Policy | Refund & Exchange Guide 2025

Lumens Return Policy (2025 Update)

Buying lighting and home décor online can be tricky. Sometimes the fixture is too big, the finish doesn't match your room, or you simply changed your mind. If you are looking to return an item, understanding the Lumens return policy is the first step to getting your money back without stress.

This guide breaks down everything you need to know about refunds, exchanges, and return shipping fees. We have analyzed the fine print so you don't have to.

In this guide, we will cover:

• The 30-day return window and who qualifies for extensions.
• Which items cannot be returned (like light bulbs and custom orders).
• How to print your label and ship items back.
• Restocking fees and return shipping costs.
• What to do if your item arrives damaged.

Note: The information below is verified as of November 2025. Policies can change, so we always recommend checking your specific order details.

Overview of Lumens Return Policy

The standard policy is straightforward: you generally have 30 days to return items. However, because Lumens sells delicate and often large items, they are strict about the condition of the product. The most important rule to remember is that items must be uninstalled. Once you cut a wire or mount a fixture, it is usually yours to keep.

Here is a quick summary of the key rules:

Return Window & Eligibility

Timing is everything when it comes to returns. If you miss the deadline, your return may be rejected.

Standard 30-Day Window

For most shoppers, the return window is 30 days from the date you receive the item. This means you need to inspect your package as soon as it arrives. Do not wait until your electrician or contractor is scheduled to open the box.

Extended Window for Professionals

If you are a member of the Lumens Professional program (often designers, architects, or contractors), you benefit from an extended 90-day return window. This extra time helps professionals manage project delays.

Eligibility Checklist

To ensure your return is approved, your item must meet these strict conditions:

• New and Unused: The item cannot show any signs of wear.
• Uninstalled: This is critical. Do not cut wires or mount the fixture. If you attempt to install it and realize it doesn't fit, it is no longer eligible.
• Original Packaging: You must have the original box, packing materials, and instructions.
• No Writing on the Box: Do not write on the manufacturer’s box. Use a separate shipping label.

How to Return Items to Lumens

Since Lumens is an online-only retailer, there are no in-store return options. You cannot drop items off at a physical showroom. All returns are handled through their online portal and shipped back via UPS.

Follow these steps to ensure your return is processed correctly:

Online Return Process

1. Log In: Go to the Lumens website and log in to your account. Navigate to Order History.
2. Locate Your Order: Find the order containing the item you wish to return.
3. Request a Return: Click on the "Return" button next to the item. You will be asked to select a reason for the return (e.g., changed mind, wrong size).
4. Get Your Label: Once approved, you will be able to download a UPS prepaid return shipping label. In some cases, this is emailed to you.
5. Pack Carefully: Place the item back in its original manufacturer’s box with all parts. Then, place that box inside a sturdy shipping box. Never stick the label directly on the product box.
6. Ship It: Attach the prepaid label to the outer shipping box and drop it off at any authorized UPS location.

Important Packing Tips

• Lighting fixtures are fragile. If the item breaks on its way back to Lumens due to poor packing, you may not receive a refund.
• Ensure crystals, glass, and shades are wrapped securely.
• Keep your drop-off receipt from UPS until your refund is confirmed.

Refund Methods & Processing Time

Once you drop off your package, it takes some time to get your money back. Lumens needs to receive the item and inspect it to ensure it hasn't been installed.

• Refund Method: Refunds are issued to the original payment method used for the purchase.
• Processing Time: It typically takes about one week for Lumens to inspect the item after it arrives at their warehouse.
• Bank Delays: After Lumens releases the funds, it can take your bank or credit card company up to 30 days to post the credit to your account, though many see it sooner.
• Deductions: The cost of return shipping will be deducted from your final refund amount (unless the return is due to a Lumens error).

Exchange Policy

Lumens handles exchanges differently depending on the reason.

Defective or Incorrect Items

If your item arrived broken or is not what you ordered, Lumens will replace it free of charge. In this case, they will cover the return shipping cost for the bad item and send you a new one.

Exchanges for Preference

If you simply want a different color or size, Lumens typically processes this as a standard return and a new purchase.

1. Initiate a return for the unwanted item.
2. Place a new order for the correct item.
3. You will be refunded for the first item once it is received and inspected.

This method is faster than a traditional exchange policy because you don't have to wait for the return to process before getting your new item.

Non-Returnable or Restricted Items

Not everything you buy at Lumens can be returned. To avoid losing money, check this list before you buy.

The following items are generally non-returnable:

• Light Bulbs: All sales on light bulbs are final.
• Open-Box & Clearance: Items marked as "Open Box" or sold from the clearance section are final sale.
• Custom Items: Any product that was made-to-order or customized for you.
• Installed Items: Fans or fixtures that have been mounted or wired.
• Altered Products: Items with cut wires or modified parts.
• Large Quantities: Orders of 6 or more of the same item may be subject to restrictions.

Fees, Deductions & Exceptions

Understanding the fees involved helps you calculate how much money you will actually get back.

Return Shipping Costs

Unless the item is defective or Lumens made a mistake, you are responsible for return shipping costs.

• Lumens provides a prepaid UPS label for convenience.
• The cost of this label is deducted from your refund.
• Original shipping fees (what you paid to get the item sent to you) are non-refundable.

Restocking Fees

• Standard Returns: There is generally no restocking fee for standard returns under $5,000 total value.
• Large Orders: Returns totaling over $5,000 may incur a restocking fee (often around 15% or more).
• Special Brands: Certain brands or large quantity orders (6+ items) might have specific fees. Always check the product page for "Restocking Fee" warnings before buying.

Holiday & Extended Return Policies

Many retailers offer extended return windows during the winter holidays (November and December). However, based on current research, Lumens does not publicly state a specific holiday return extension for general customers.

• Assume the standard 30-day window applies unless your order confirmation states otherwise.
• If you are buying a gift, it is best to buy it close to the date it will be given, or ensure the recipient can inspect it quickly.

Customer Support & Contact Information

If you have a problem that the online portal can't solve, or if you received a damaged item, you need to contact customer support.

• Online Support: The fastest way to get help is usually through the "Contact Us" form or live chat on the Lumens website.
• Phone Support: Check the Lumens website footer for the most current customer service phone number.
• Damaged Items: If an item arrives damaged, contact support immediately (within 48 hours is best). Take photos of the box and the broken item before you call.

Frequently Asked Questions

Can I return items to Lumens without a receipt?

No. Because returns are processed online through your account or order history, a "receipt" (order record) is automatically required to start the process. You cannot return an item if you cannot locate the order number.

How long does a refund from Lumens take?

Once Lumens receives your package, it takes about one week to inspect and process the return. However, depending on your credit card company, it may take up to 30 days for the funds to appear on your statement.

Can I return online orders in-store?

No. Lumens does not have physical retail locations for returns. All returns must be mailed back using the provided shipping label.

What items are non-returnable at Lumens?

Common non-returnable items include light bulbs, custom or made-to-order fixtures, open-box items, and any item that has been installed or had its wires cut.

Does Lumens charge a restocking fee?

For most standard returns under $5,000, there is no restocking fee. However, large orders (over $5,000) or returns of 6+ identical items may be charged a fee, typically around 25% or more depending on the brand.

How do I return a damaged or wrong item?

Do not just send it back. Contact customer support first. They will usually provide a free return label and set up a replacement so you aren't charged for return shipping.

Can I return a gift to Lumens?

Yes, but you will need the Order Number or proof of purchase from the person who gave it to you. Refunds are typically issued to the original payment method, so you may need to arrange an exchange or store credit with customer service if you don't want the sender to know.

What happens if I installed the light but didn't like it?

Unfortunately, once a fixture has been installed (wires cut/connected), it is considered used and is non-returnable.

Related Return Policy Guides

For more help with your shopping returns, check out our other guides:

• Depop Return Policy – Understanding marketplace returns.
• Banter Return Policy – How to return jewelry and accessories.
• Baggu Return Policy – Guide for online accessory returns.

Disclaimer: Return policies may change at any time and can vary by location or product type. Always confirm details on the official Lumens website or via their customer support. Information verified November 2025.

Found this helpful? Bookmark this page for the latest Lumens return policy updates and check our other guides before your next purchase.