return, refund and exchange policy
At Lux Lighting USA returns are easy!
- We accept returns & exchanges postmarked within 30 days of the shipping date.
- For the nature of the product the following items can't be returned or exchanged.
- Custom or personalized orders
- Items on sale
Return an eligible product.
●If you're not satisfied with your purchase and your product is under the 30-day return policy then, your return is eligible for a -Free Return-, just go to the RETURNS PORTAL to download your return shipping label.
●Refunds are issued by default in the form of a store credit or they can go directly to your original payment method. Refunds cannot be returned to alternate cards or different forms of payment.
●Once your return has been received and processed an Store Credit will be issued by default with a full refund of your purchase plus an additional $5 in your overall Store Credit however you will have to contact us if you choose to get it back to your original payment then a 25% restoking fee will be applied, This does not apply to late returns or orders that any store credit was applied to. Limited to one store credit per order.
●Returns must be received in new condition, Items returned with obvious use, scratches, stains, or damaged may be subject to inspection and subject to refusal or additional charges to cover repairs or any loss in value.
●Returns must be returned in their original package well packed to protect the items and avoid damage during transit, damaged Items due to poor packing may be subject to inspection and subject to refusal or additional charges to cover repairs or any loss in value.
●Final Sale or discounted items can’t be returned, refunded, or exchanged with the exception of promotions established by the shop during specific dates or holydays.
●Custom orders can’t be returned in accordance with our returns policy, however specific custom Items could be returned with company approval, contact us.
●Original shipping (if any) is non-refundable unless you ask for the Store Credit option.
●Not all locations in Hawaii and Alaska will be eligible for a return label. We do not provide return labels to US Territories, APO/FPO or non US addresses.
How do I make a return of an eligible product?
1.Go to the Return Portal.
2.Print out the provided UPS label and tape it to the return box.
3.USP Label? Drop it off at your nearest local UPS Store!
Are custom orders or items on sale eligible for a return?
●These orders are not returnable, refundable or exchanged, unless the order arrive damaged or defective it can be sent back to our shop to get it fixed or replaced depending on the severity of the damages.
How much time do I have to make a return or exchange eligible?
●We accept returns & exchanges postmarked within 30 days of the ship date.
Can I send back items from different orders?
●Absolutely! To save on time and shipping you can return multiple items within one return. Contact us to request the corresponding RMA# for your return.
How do I get a Return Label?
●Visit our RETURNS PORTAL to get a prepaid return label.
●Our prepaid return labels are only for use in the United States. International returns are responsible for return shipping. We recommend shipping with insurance and keeping your shipping receipts until your return is processed. If our return labels are used outside of the United States they will incur additional charges that will be the responsibility of the sender.
What if my package was refused or was undeliverable?
●We want to sort out any issues with your order right away! Please contact our Customer Care team for assistance. Contact us
How long will it take to get my refund?
●Please allow 7-10 business days for your return to be processed once it reaches our shop. The Store Credit option it will be immediately available after the return is processed. Refund to original payment method will take 5-10 days of processing time after the return is processed, in either way we will send you a confirmation email once your refund has been issued. We won't leave you hanging!
Lux Lighting USA
- Rev. 06/2022
Frequently Asked Questions
Please contact us if you cannot find an answer to your question.
If an item arrives broken: *Do not refuse the package*
Contact us right away! Please have your order # that was included on the box and/or emailed at time of shipment.
Please be aware we are not responsible for loss or damage of the goods by the freight company. We will be happy to assist you with your claim process.
We *Must* be contacted within Five business days of receipt of the items to make a claim with the shipping company. Packages are insured during transit. Products are *NOT* insured against damage at your home, shop, or on a job site. If you email after five days of receiving the goods and say you never opened the box and checked the items, we will refuse the claim. The shipping company has no way of knowing how that box was handled after you received it, and that is not their responsibility. Opening the box and checking the order is your responsibility.
Please save the box and internal packaging for ten days. The shipping company occasionally will ask for the broken item and packaging for inspection.
We are always pleased by satisfying our customers. We will correct any error made by us without expense to you.
Please have your order # that was included on the box and/or emailed at time of shipment. Please email us within five business days of receipt of the goods to report a mistake.
We would like to know right away so we can rectify the problem and prevent us from making the same mistake over again.
We will not accept any claims for damaged or missing merchandise after five business days of receipt of the goods.
Opening the box and checking the order is your responsibility.
Contact Us
Get in touch!
If you have a question about lighting projects or availability, drop us a line. We'll get back to you soon.
Lux Lighting USA
Hours of Operation
Monday - Friday: 10am - 5pm
Saturday: 10am - 3pm
Sunday: Closed
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