Refund & Return Policy,
in Plain Language

Return Eligibility

You can request a return within 7 days of delivery. To be eligible, your item must be:

• Unused and uninstalled, in the same condition you received it
• In its original packaging with all accessories, mounting hardware, and manuals
• Accompanied by your order number or proof of purchase

Once 7 days have passed since delivery, we can't offer a return or refund — but if your product develops a fault later, it's covered under warranty (see below).

Non-Returnable Items

• Installed products — once a light or system has been installed, it cannot be returned. Defects after installation are handled under warranty.
• Bulk and tender orders — orders placed under bulk pricing, tenders, or negotiated commercial terms follow the terms agreed in that order, not this policy.

Damaged or Defective on Arrival

If your product arrives damaged or defective, report it to us within 7 days of delivery. An unboxing video is mandatory for all damage and defect claims — it's the fastest way for us to verify what went wrong and approve your replacement or refund without back-and-forth.

We recommend recording a video every time you open a Lumencity parcel, starting before the seal is cut and showing the product from all sides.

Refunds

Once your return reaches us, we inspect it and email you the approval or rejection of your refund. If approved, the refund is processed to your original payment method within 6 working days.

Refund not showing up? First re-check your bank account, then check with your card company or bank — posting a refund can take a few extra days on their side. If it still hasn't arrived, write to us at info@lumencity.in and we'll trace it.

Exchanges & Replacements

We replace items if they are defective or damaged on arrival. Once your claim is verified with the unboxing video, we ship a replacement of the same item and arrange pickup of the faulty unit. Delivery time for the replacement depends on your location.

Warranty Claims (After 7 Days)

Lumencity products carry a manufacturer's warranty. If your product develops a fault after the 7-day return window, it's not a return — it's a warranty claim, and we honour it. Contact us with your order number and a short video of the issue, and our team will guide you through repair or replacement as per your product's warranty terms.

Packing for Pickup

Keep the product ready in its original packing and cardboard box, properly taped and sealed, with all accessories inside. Our courier partner will collect it from your address — please don't ship the product anywhere yourself, and never send it to the manufacturer directly.