Cancellations & Refunds Policy – LumenDistrict
At LumenDistrict, we pride ourselves on having some of the best return and cancellation policies in the industry. You may cancel your order at any time before it ships — completely free of charge (exceptions apply for custom or made-to-order items; see below).
If you have questions, contact us at:
📧 support@lumendistrict.com
Cancellations (Before Order Ships)
If you need to cancel your order, contact us as soon as possible so we can issue a full refund before your order ships.
You can reach our team during business hours at 1-838-217-7019, via the live chat in the bottom right corner of our site, or by emailing support@lumendistrict.com anytime.
Cancellations of Custom Orders
Custom or made-to-order products cannot be canceled or refunded. These items are produced specifically for your request and begin production immediately upon order placement.
If you are unsure whether your product is custom or made-to-order, please contact us before placing your order.
All sales are final for custom and made-to-order items.
Returns and Exchanges
If you need to exchange your product, you may do so. Customers are responsible for return shipping costs during exchanges or returns.
Please note:
- Not all items are eligible for return once shipped.
- We work directly with manufacturers, and some manufacturers do not allow returns.
- Return eligibility varies by brand/product — contact us at support@lumendistrict.com to confirm.
Return Conditions:
- A 25% restocking fee and return shipping costs apply to most standard returns due to increasing freight charges.
- Customers replacing an item may be eligible for partial return fee waivers — inquire for details.
- Return requests must be made within 30 days of delivery. Some brands may have stricter return windows; refer to the product page for brand-specific policies.
Refund:
We offer refunds for eligible returns. Items must be unused, in original packaging, and approved for return. Once your return is received and inspected, your refund will be processed within 7 business days. Return shipping costs may apply unless the item arrived damaged or incorrect.
Shipping Times
We do our best to provide accurate shipping time estimates on each product page. However, these estimates may change due to factors beyond our control, such as:
- Global supply chain disruptions
- Freight carrier delays
- Manufacturer backlogs
We appreciate your patience during these times. Your understanding means everything to us.
Exchange Agreement: By ordering from LumenDistrict, you acknowledge and agree to the following:
- I will inspect the package upon delivery and report any damage within 24 hours with photos.
- I am responsible for return and re-shipping costs for refunds or exchanges.
- Products must be returned unopened and unused; a restocking fee may apply.
- I understand that once my order ships, I am not eligible for a full refund.
- I agree to pay return and restocking fees (typically around 25%) if returning after shipment.
- I understand that shipping timeframes are estimates and may be impacted by external factors.
- I will not file a chargeback due to delays outside of LumenDistrict’s control (e.g., shipping, manufacturing).
Damages Upon Arrival
Inspect all items immediately upon delivery. If your order arrives damaged:
- Note the damage when signing for delivery.
- Take photos of:
- The damaged item
- Exterior box
- Visible SKU or product label
- Email us within 24 hours of delivery at support@lumendistrict.com.
Damage reports without timely photos will not be valid for freight claims.
Warranty
Warranties vary by manufacturer. See individual product pages for warranty terms.
Damage that occurs during delivery must be reported within 30 days and is not covered under product warranty unless noted.
Return Shipping Responsibility
Customers are responsible for any return shipping costs or reconsignment fees unless the return is due to a verified defect or shipping error.
Most products come with a guarantee that ensures a fully functional product. Check the product page for more information.
BOGO Promotions
If your order includes a Buy One Get One (BOGO) promotion:
- Both items must be returned to receive a full refund.
- If only one item is returned, you will receive store credit or a replacement (not a refund).
- You will be responsible for return shipping and potential restocking fees if the order has shipped.
Chargebacks
We are committed to resolving any issue quickly and fairly. Please contact us directly at support@lumendistrict.com before initiating a chargeback.
Fraudulent chargebacks will be reported as theft and may result in legal consequences.
Contact Us
LumenDistrict
536 N Pearl St, Albany NY 12204
support@lumendistrict.com
Business Hours: Monday–Saturday, 8am–8pm EST
BY USING THIS SITE, YOU AGREE TO THIS POLICY. IF YOU DO NOT AGREE, DO NOT USE THE SITE.