Refund policy

RETURNS & REFUNDS

60-day returns
You have 60 days from the date of delivery to request a return.

Approval is required first
Email info@lumahousecollection.com with your order number and a photo of the item in its packaging. We'll send return instructions and an authorisation number. Items sent back without prior approval cannot be accepted and will be returned to you at your expense.

Condition of returned items
Items must be unused, uninstalled, and in their original packaging with all parts, fittings, manuals and accessories included.

Fixtures that have been wired in, mounted, or that show any signs of installation cannot be returned. This is both a safety requirement and a practical one — an installed fixture cannot be resold.

Where returns are sent
Approved returns are shipped to our returns facility, which is located outside the United States. The full address is on the return authorisation we email you. Please use that address and not the sender address printed on your original parcel — the two are not the same, and a parcel sent to the wrong one cannot be refunded.

Because the parcel travels internationally, allow 2 to 4 weeks for it to arrive and clear customs. Keep your tracking number until your refund is issued.

On the customs declaration, describe the contents as "Returned Goods — No Commercial Value". This is what prevents the shipment being charged import duty. A return that is held, refused or destroyed by customs because it was declared incorrectly cannot be refunded.

Changed your mind
Return shipping is your responsibility. Because the parcel is going abroad, it normally costs more and takes longer than a domestic return, so please check the price with your carrier before you send it — on lower-priced items the postage can approach the value of the item itself.

We recommend a tracked service. We're not able to refund items that don't arrive. Your refund is issued once the item reaches us and passes inspection.

If something is wrong with your order
If your item arrives damaged, defective, or isn't what you ordered, we cover everything — return shipping and a full refund or replacement, your choice. Please report it within 7 days of delivery with photos of the item and the packaging.

Not returnable
- Items that have been installed or wired in
- Items returned without original packaging or missing parts
- Items damaged through misuse or improper installation
- Final sale items and gift cards
- Orders where a payment dispute was decided in our favour

Refunds
Approved refunds are issued to the original payment method within 10 business days of the item arriving and passing inspection. Your bank may take a few days more to post it.

Payment disputes and chargebacks
If you open a chargeback or payment dispute with your bank or card issuer, that dispute replaces this returns process. We will respond to your bank directly and let their decision settle the order.

If the dispute is decided in our favour, the order is final. It is no longer eligible for a return, exchange or refund under this policy, and the item remains yours to keep.

If something is wrong with an order, please email us first. We resolve almost everything faster than a bank can, and starting a dispute instead ends our ability to help.

Contact Information

For any questions about returns, refunds, or order issues, please contact us:

Store Name: Luma House
Company Name: Luma House Co LLC
Email: info@lumahousecollection.com
Phone: (512) 200-2496
Business Hours: Monday–Friday, 9:00 AM–5:00 PM CST

We aim to respond to customer inquiries as quickly as possible, usually within a few hours during business hours.