At LumiCraft, we take pride in our premium LED lighting solutions and want you to be completely satisfied with your purchase of our batten lights, decorative wall lights, LED panels, and other lighting products. If you’re not entirely happy with your order, we’re here to help.
Our Returns Policy
You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:
- The item must be unused and in the same condition as when you received it
- The item must be in its original packaging
- You must provide proof of purchase (order number or receipt)
Non-Returnable Items
For safety and hygiene reasons, the following custom-made or specially ordered LED products cannot be returned:
- Cut-to-length LED strips (both Low Voltage and Mains Voltage LED Strips)
- Custom-configured LED panels
- Made-to-order LED coving
- Any products with removed protective films or installed components
How to Initiate a Return or Exchange
Follow these simple steps to process your return or exchange:
- Contact our team within 15 days of delivery at [email protected] with your request
- Provide your order number and details about the product you’d like to return or exchange
- Wait for approval – we’ll email you a Return Merchandise Authorization (RMA) number and return instructions
- Package the item securely in its original packaging with the RMA number clearly visible
- Ship the item back to our Coventry address using a trackable shipping service
Return Request Email Template
Subject: Return Request for Order #[Your Order Number]
Dear LumiCraft Team,
I would like to request a [return/exchange] for my recent order #[Your Order Number].
Product Name: [Product Name]
Reason for Return: [Please specify – e.g., incorrect item, damaged, changed mind]
Preferred Resolution: [Refund/Exchange for (specify product if exchanging)]
Please advise on next steps at your earliest convenience.
Best regards,
[Your Full Name]
[Your Contact Information]
Refund Process
Once your return is received and inspected (typically within 3-5 business days of arrival at our warehouse), we’ll process your refund or exchange. Here’s what you can expect:
- Refund method: Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
- Processing time: 3-5 business days after we approve your return
- Bank processing: Additional 3-10 business days depending on your financial institution
- Shipping costs: Original shipping fees are non-refundable unless the return is due to our error
Exchanges
If you need to exchange an item for a different size or model:
- Follow the standard return process above
- Clearly indicate in your email that you’re requesting an exchange and specify the replacement product
- We’ll process your exchange once we receive the original item
- You’ll be responsible for any price difference and additional shipping costs
Damaged or Incorrect Items
If you receive a damaged item or incorrect product:
- Contact us immediately at [email protected] with photos of the damaged product or packaging
- We’ll arrange for a replacement or refund at no additional cost to you
- In some cases, we may ask you to return the damaged item using a prepaid shipping label
Return Shipping Address
All returns should be sent to:
LumiCraft Returns Department
51 Hertford St
Coventry, GB CV7S 3GL
Important: Always include your RMA number on the package. Returns without an RMA number may experience processing delays.
International Returns
For customers outside the UK (excluding some Asian and remote regions):
- You are responsible for return shipping costs
- We recommend using a trackable shipping service
- Customs fees are non-refundable
- Please mark the package as “Returned Goods” to avoid additional customs charges
If you have any questions about our returns policy, don’t hesitate to contact our customer service team at [email protected]. We’re here to ensure your LumiCraft lighting experience is as bright and seamless as our LED products.