Return & Exchange Policy

  • In order to help you understand our return policy completely and clearly, our <Return and Exchange Policy> are listed below.

  • Purchasing our product means you have read and agree to the <Return & Exchange Policy>.

 

Cancellations.

You can cancel an order within a 48 hour window of order placement, unless it is a custom item or special order processing fees may apply. If your order has already shipped (even if under 48 hours window), it cannot be canceled, and will be treated as a return. To request an order cancellation, please contact our team and be sure to include your name, address, Lunr Lighting order number, items to be cancelled, and the reason for your cancellation. You will receive an email detailing your cancellation request, followed by another email detailing if the cancellation request was successful. Changes to lead time and backorder dates shall not constitute grounds to cancel an order.

Please be aware that if your order is already in route from its original location, it cannot be rerouted, redirected, or cancelled. Should you wish to return the item, please log-in to your account to initiate a return.

Note: Do not refuse delivery of non-damaged goods as this will result in a restocking fee. Additionally, delivery refusal may also result in the loss of your product and may negate the possibility of a refund. You may also be charged for round trip shipping costs.

If you wish to delete your order after more than 48 hours for some objective reasons such as a change in design, you will need to pay a 5%-20% processing fee. The specific rates are as follows:

1. Orders are non-customized products. A 5% of the order amount processing fee or basic handling fee is charged. America Express is 4.3% and the others is 3.4%.

2. Orders are customized products with simple modifications. A 15% of the order amount processing fee is charged.

3. Orders are fully customized products. A 35% of the order amount processing fee is charged.

 

Not Eligible for Return/Cancellation

  1. Floor models or Final sales
  2. Stone products
  3. Animal feather products
  4. Large orders (single fixtures over $3,000, orders totaling over $3,000 on multiple quantities of the same fixture)
  5. Any product that has been modified, installed, or used in any way (including cut, clipped or stripped wires)
  6. Items not in resalable condition or items missing the original packaging
  7. Items not purchased from Lunr Lighting
  8. Items not purchased by the original customer (we require the original purchase receipt)

 

The following four scenarios will initiate the return or exchange process:

  1. Quality issues arise during warranty, limited to the following two scenarios: (1). The electrical performance of your product is damaged and it is not functioning properly; (2). Rust spots have appeared on the surface coating of the light fixture.
  2. We send the wrong product to you.
  3. Damaged/Missing due to shipping.
  4. For uninstalled products, dissatisfaction within 30 days of receiving the product.


    For case No.1 please kindly to do as following:

    • Check the product is under the warranty.
    • Take a clearly video or picture about the problem.
    • Send the order confirmation email, video of product issues and short fact sheet to info@lunrlighting.com.
    • We will issue replacement parts, provide a new replacement lighting fixture, or offer a partial refund based on the evaluation results.


    For case No.2 please kindly to do as following:

    • Send the following materials to info@lunrlighting.com.
    1. Unboxing video
    2. Order confirmation email
    3. Repackaged video
    • You need to show in the repackaged video that all the accessories are in place and the packaging is undamaged. We will send you a return label after completing the evaluation.
    • The time it takes for the money to arrive your account depends on the credit card or e-banks company's work progress. Typically within 1-7 days.

     

    For case No.3 please kindly to do as following:

    • Send the unboxing video and purchase receipt to info@lunrlighting.com.
    • We will recheck your address and send you a new product immediately when we finsh the assessment.

     

    For case No.4 please kindly to do as following:

    • You need to return the item to its original packaging, pack it securely, and record the entire process on video. All return are subject to a 15% restocking fee and return shipping.
    • Send the following materials to the email for review: (1). Unboxing video; (2). Repackaging video.
    • If there is no warehouse in your country, you will need to return them to the factory.

     

     

    Return Location

    • For returns within the contiguous 48 states of the United States, you must send the items back to our warehouse located in Portland, Oregon or Houston, Texas. We only accept packages shipped via FedEx, UPS, DHL, TNT, DPD. If you need us to provide a return label, please let us know. You will receive an email detailing the associated costs, and once confirmed, we will send the return label to you. The fee will be deducted from your order amount.
    • For returns outside contiguous 48 states of the United States, you can choose to ship them back to the factory or to our partnered return acceptance points. You will need to confirm the specific return location with the customer support team. If there is no warehouse in your country, you will need to return them to the factory.