We believe you will be very pleased with our products. We understand, however, that it can be difficult to shop from a computer screen and that's why we offer a no-hassle return and exchange policy. Returns must be pre-authorized by our Customer Service team before you can return any merchandise. Un-authorized returns will not be refunded. Please understand that we cannot accept return requests or exchange requests after 14 days from the date of receipt. If you've received damaged merchandise we will replace it at no cost to you, see below for replacement instructions. If you are returning merchandise, you will need an (RGA) return goods authorization number. In order to get an RGA number you will need to submit a request to our Customer Service team within 14 days from the receipt of your merchandise.
- Submit your request by completing our online Return Request Form - Click Here. Our Specialists will contact you within 24 business hours to confirm your request. If you are exchanging your item/s we will process your new order and issue a return authorization code. Please note the return authorization code can take up to 7-10 business days but this will not delay the shipment of your new/replacement order.
- Products must be in original condition, having never been installed. They must be repackaged properly in the original packaging. A restock fee of 25% will apply to all returns for lines NOT on this list.
- In the event that you need to return a product to one of the suppliers on the "No Restocking Fee" list, you will be refunded your entire purchase price, less $15 for shipping and handling costs, along with any additional expedited shipping charges or residential delivery fees incurred on your behalf.
- For your protection, your return must be shipped via a carrier that can provide full tracking information including delivery confirmation. You will not be issued a credit if we cannot confirm delivery of the item. Clearly mark the return authorization code on the shipping label of the packaging as well as on the packing slip or enclosed paperwork. Your credit will be applied when the item has been received and inspected.
- Parts that have been ordered, including glass, cannot be returned for a refund.
- You may also exchange your purchase for other product(s) of equal or lesser value.
- Commercial/Contractor/Large Job orders over $2000 may be subject to a restocking fee if returned for any reason other than manufacturing defect. We recommend ordering a sample product prior to placing your main order if you are unfamiliar with the product or need client/customer approval. This policy does NOT apply to residential purchases by end users. LunaWarehouse reserves the right to change or modify this clause on a case by case basis.
Disclaimers: Any product with custom finishes, special orders, or fixtures built to order will have a restock fee of 25%. We will not be liable for 3rd party charges that may have incurred from this transaction (ie. electrician, contractor, or other labor charges).
Return shipping costs for Canada orders are not a covered benefit under the Prepaid Return Program. Your order must be shipped via a carrier that can provide full tracking information including delivery confirmation. Once a tracking number is obtained through your shipper, please contact customer service at 1-866-241-9895 or send an email to Returns and a specialist will contact you within 24 business hours to confirm tracking.
- Submit your request by completing our online Replacement Request Form - Click Here. Our Specialists will contact you within 24 business hours to confirm your request. We will have parts or a complete replacement item sent to you as soon as possible.
- The replacement policy ONLY covers the cost of replacing a full fixture or part thereof, at our expense. If a full replacement is required, we will send you a replacement acknowledgment form that must be signed and returned before a replacement will be sent.
Disclaimers: We will not be liable for 3rd party charges that may have incurred from this transaction (ie. electrician, contractor, or other labor charges).
Free Return Shipping
LunaWarehouse, an online lighting distributor, offers a NO HASSLE return policy. With our impressive Free Return Program, you can shop guilt-free without having buyer's remorse. If you purchase products from any of the lines in our Free Return program and decide not to keep them, you can return them for a FULL refund at no additional expense to you. Please read the details below.
What is your Prepaid-Return policy?
Merchandise may be returned up to 14 days from the date of receiving the order to receive a FULL refund. This means that if you change your mind about an item you purchased from one of our participating brands, we will simply issue you a prepaid return label and you would just send the merchandise back at no cost to you. You will NOT be responsible for any shipping charges or restocking fees! Just print out the FedEx prepaid label we send you via email, take the package(s) to your nearest FedEx pick-up center and we will issue your refund within 48 hours of receipt and inspection. For the full details on the process see below. Please Click Here to view our complete Return Policy.
How do I make a return?
To start the process, simply complete our short return request form. One of our customer service representatives will process your request and an RGA number will be issued. They will also provide you with a prepaid-label with instructions within 5 business day of submitting your request. Once you are provided the prepaid FedEx label(s), follow the instructions provided, take the package(s) to your nearest FedEx pick-up center, and we will issue your full refund within 2 business days of receipt and inspection. Labels are good for 30 days from the date issued. If labels are not used within 30 days, they will expire. The customer is responsible for return shipping if the prepaid label has expired. Please make sure to read the conditions below.
Refunds will only be issued under the following conditions:
- Merchandise must not have been installed or altered in any way.
- The merchandise must be in re-saleable condition, in its original carton, including all packaging materials and accessories.
- No returns will be allowed for Discount, Open Box or Clearance products.
- No returns on bulb or part orders.
- Claims after 14 days of receipt are not eligible for return or replacement.
- Refunds for returned products cannot exceed the originally charged amount.
- Orders shipped to Canada, Hawaii, or Alaska are excluded from our Prepaid Returns program.
- Products that are shipped via freight truck DO NOT qualify for this program.
- Any original shipping charges incurred are not eligible for a refund.
- Orders placed prior to the Brand's start date in this Promotion do not qualify.
Free Return Participating Brands