LUMEN
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// RETURN_PROTOCOL

RETURNS & EXCHANGES

We stand behind every unit in the archive. If a component doesn't meet your expectations or arrives with a defect, our return protocol ensures a precise resolution — fast, transparent, and fair.

30-Day Window
Initiate a return within 30 days of delivery.
Prepaid Return Label
Free return shipping on defective units.
Full Refund
Original item price refunded on approval.
// 01 · ELIGIBILITY
  • • Items must be unused, in original packaging, with all hardware and documentation intact.
  • • Electrical components (LED modules, ballasts, control units) must show no signs of installation or wiring.
  • • Custom or special-order chassis variants are non-returnable unless defective.
  • • Returns must be initiated within 30 days of the delivery date.
// 02 · HOW TO INITIATE
  1. 01. Submit a support ticket via our Support Terminal with category "Returns" or "Order".
  2. 02. Include your order number, the part(s) in question, and a brief reason for the return.
  3. 03. Our team reviews the request within one business cycle and issues a Return Authorization (RA) number plus a prepaid label where applicable.
  4. 04. Ship the unit back using the provided label. Refunds are processed within 3–5 business days of receipt and inspection.
// 03 · REFUNDS & EXCHANGES
  • • Approved returns are refunded to the original payment method for the full item price.
  • • Original shipping charges are non-refundable except in cases of defect or our error.
  • • Exchanges for a different chassis variant are subject to price differences and current stock.
  • • Defective units are eligible for full refund or replacement at no cost to the customer.
// 04 · DAMAGED OR DEFECTIVE UNITS

If your unit arrives damaged or fails to function on installation, contact us immediately with photos of the packaging, the unit, and any visible defects. We expedite defective claims and cover all return shipping costs. Do not attempt to modify or repair a defective unit — doing so may void the return.

// READY_TO_INITIATE
Open a ticket and our team will guide you through the return.
Submit a Ticket