Refund policy

Return and Refund Policy

At Eluma Lighting, we want you to feel confident when placing an order. This policy explains how returns, refunds, damaged items, and cancellations are handled for orders delivered within the United States.

30-Day Return Window

You may request a return within 30 days from the date your order is delivered.

To be eligible for a change-of-mind return, the item must be:

  • Unused and uninstalled

  • In the same condition in which it was received

  • Returned with its original packaging, accessories, components, and documentation where applicable

Items that have been installed, altered, damaged after delivery, or show signs of use may not qualify for a change-of-mind return.

This does not affect returns involving items that arrived damaged, defective, or incorrect.

How to Request a Return

Before sending an item back, please contact Eluma Lighting through the contact information provided on our website.

Please include:

  • Your order number

  • The item you wish to return

  • The reason for the return

  • Photographs where the item is damaged, defective, or incorrect

Once your return request has been reviewed, we will provide you with the appropriate return instructions and return address.

Please do not send a return to an address without first receiving return instructions from us.

Returns must be sent using a trackable shipping method.

Change-of-Mind Returns

If you no longer want an item, ordered the wrong product, or otherwise wish to return an eligible item for personal reasons, you may do so within the 30-day return window.

For change-of-mind returns:

  • The customer is responsible for the cost of return shipping.

  • There is no restocking fee.

  • Any original shipping charge paid by the customer is non-refundable unless required by applicable law.

  • The product must meet the return-condition requirements described above.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible.

Where we confirm that the item was damaged, defective, or incorrectly supplied by us:

  • Eluma Lighting will cover the reasonable cost of return shipping where a return is required.

  • We may provide a prepaid return label or other return instructions.

  • You may be offered a replacement or a full refund, depending on the circumstances and availability.

You will not be charged a restocking fee for damaged, defective, or incorrect items.

Refunds

Once a returned item has been received, we will inspect it and notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method.

We aim to issue approved refunds within 5 business days after completing the return inspection. Your bank, card issuer, or payment provider may require additional time before the refund appears in your account.

If more than 10 business days have passed since we confirmed that your refund was issued and you have not received it, please contact us.

Cancellations

You may request cancellation within 24 hours of placing your order, provided the order has not already been fulfilled or shipped.

Because orders may begin processing quickly, we cannot guarantee that a cancellation request can be completed once fulfillment has started.

If an order can no longer be cancelled, you may request an eligible return after the item has been delivered in accordance with this policy.

Exchanges

We do not currently operate a direct exchange service.

If you would like a different product, size, colour, or variant, please return the eligible original item in accordance with this policy and place a new order for the item you want.

Return Shipping Responsibility

For clarity:

  • Change of mind / no longer wanted: customer pays return shipping.

  • Wrong item supplied by Eluma Lighting: Eluma Lighting covers return shipping.

  • Item arrived damaged: Eluma Lighting covers return shipping where a return is required.

  • Confirmed defective item: Eluma Lighting covers return shipping where a return is required.

Contact Us

If you have questions about a return, refund, cancellation, or an existing order, please contact our customer support team using the contact details provided on the Eluma Lighting website.

Nothing in this policy limits any rights you may have under applicable consumer law.