Returns Policy

This policy applies to partners, lighting designers, architects, and distributors who purchase directly from LUZUMI and supersedes all previous versions. Our goal is to empower our partners by providing efficient solutions and unwavering customer service.

All returns must have prior approval and include a Return Merchandise Authorization (RMA) number.

Standard Portfolio Items

  • Return Window: Standard stock items may be returned within 60 days of purchase for exchange, substitution, or credit.
  • Fees: A 15% restocking fee applies to all returned standard items to cover the cost of technical inspection and re-certification.
  • Shipping: Original shipping and handling fees are non-refundable. Customers are responsible for return freight costs.
  • Cancellations: Orders for standard items cancelled before shipping will be credited 100%. Orders cancelled after shipping are subject to the 15% restocking fee plus original outgoing freight costs.

Customized & Factory-Assembled Solutions

  • Bespoke Products: As a customization leader, LUZUMI engineers products to unique architectural specifications. Custom products and factory-assembled solutions are non-cancellable, non-returnable, and non-refundable once production has commenced.
  • Clearance/Final Sale: Clearance items are sold “as-is” and are not eligible for return or exchange.

Defective Items Under Warranty

LUZUMI stands behind our promise of longevity and efficiency with a signature 2–5 year warranty.

  • Coverage: We accept returns of defective standard and custom items covered under our warranty policy.
  • Resolution: LUZUMI, at its sole discretion, will repair, replace, or substitute the product, or reimburse the original purchase price.
  • Advance Replacement: Upon request, we may send an advance replacement. The replacement will be charged to the account, with an offsetting credit issued upon receipt and technical review of the defective unit.
  • Logistics: For verified warranty claims, LUZUMI will provide a return label for shipping to our manufacturing headquarters.

Damaged Shipments

  • Inspection: Every LUZUMI order is carefully inspected before leaving our factory.
  • Claim Window: If merchandise is damaged during transit, please contact LUZUMI within 10 calendar days of delivery to initiate an RMA/damage claim.

The Return Process

  1. Request RMA: Log in to the LUZUMI Partner Portal to submit an RMA form or contact our Support Team.
  2. Packaging: Return products in original packaging with all components (accessories, profiles, and instructions) included.
  3. Labeling: Clearly mark the exterior of the package with the provided RMA number to ensure efficient processing.