Refund policy

Our Commitment

At Lumos Lamp, we stand behind the quality of every product we sell. If something is not right with your order, our team is here to help and resolve the issue.

Replacement Policy

We provide a FREE replacement in the following cases:

  • The product arrives damaged or broken during transit

  • The wrong product is delivered

  • The product has a manufacturing defect

  • Parts or accessories are missing from the package

Important

You must report the issue within 48 hours of delivery and provide a clear, continuous unboxing video or photos showing the damage, defect, incorrect product, or missing item.

Visual proof helps us verify the issue and process your replacement faster.

How to Request a Replacement

  1. Email us at hello.lumoslamp@gmail.com

  2. Mention your Order ID

  3. Attach the unboxing video and clear photos of the issue

  4. Include a short description of the problem

  5. Our team will review your request within 24–48 hours

Once your replacement request is approved, the replacement product will be dispatched at no additional cost.

Replacement Timeline

Approved replacements are normally dispatched within 2–3 business days and will follow our standard delivery timeline.

Refund Policy

Lumos Lamp follows a replacement-first policy.

Monetary refunds are not provided by default. However, if a replacement cannot be arranged—for example, if the product is out of stock and no suitable alternative is available—we will offer one of the following options:

  • Full refund to the original payment method

  • Store credit of an equivalent value

The customer may choose their preferred option.

Refund Processing Time

Approved refunds are processed within 5–7 business days. The time required for the amount to appear in your account may vary depending on your bank or payment provider.

Non-Eligible Cases

A replacement or refund will not be available in the following cases:

  • Change of mind after delivery

  • The customer no longer likes or requires the product

  • Minor colour variations caused by lighting or screen-display differences

  • Damage caused by improper use, mishandling, installation, or storage

  • Claims submitted after the 48-hour reporting period without a valid reason

  • Products that have been used, modified, altered, or returned without their original packaging

  • Normal wear and tear

  • Issues caused by voltage fluctuations, incompatible adapters, or improper electrical connections

Unboxing Video Requirement

We strongly recommend recording a clear and continuous video while opening your package.

The video should:

  • Begin before the shipping package is opened

  • Clearly show the shipping label

  • Show the complete unboxing process without cuts

  • Clearly capture any damage, defect, wrong product, or missing part

An unboxing video is the fastest and most reliable way to verify a claim. Without sufficient visual proof, processing may take longer while we investigate the issue with our courier partner.

COD Order Refusals

If a Cash on Delivery order is refused at the time of delivery without a valid reason, the customer may be required to pay the return-shipping charges before placing another order.

Repeated COD refusals may result in the COD facility being disabled for that customer, address, or contact number.

Cancellation Policy

We understand that plans can change. The following cancellation conditions apply.

Cancellation Before Dispatch

If your order has not yet been dispatched, you may request cancellation by emailing hello.lumoslamp@gmail.com with your Order ID.

  • Prepaid orders: A full refund will be processed to the original payment method within 5–7 business days

  • COD orders: The order will be cancelled without any charge

Cancellation After Dispatch

Once an order has been dispatched, it cannot be cancelled.

You may refuse the package at the time of delivery. For prepaid orders, the refund will be processed only after the returned shipment reaches us and passes inspection. Applicable forward and return-shipping charges may be deducted from the refund.

Repeated order refusals may affect COD availability for future purchases.

Automatic Cancellation

Lumos Lamp may automatically cancel an order if:

  • The delivery address is incomplete or unserviceable

  • Payment verification fails

  • The product becomes unavailable after the order is placed

  • We are unable to verify or contact the customer

  • The order is identified as suspicious or fraudulent

If an order is automatically cancelled by us, prepaid customers will receive a full refund to their original payment method.

Need Help?

For replacement, refund, cancellation, or order-related questions, contact us at:

Email: hello.lumoslamp@gmail.com
Response time: Usually within 24 hours