Refund policy

Return Policy

At Luminaires & cie, your satisfaction is our priority. If you've decided not to use something you ordered, we accept returns on most products within 30 days of receipt. To receive a refund, the product must be returned in new, uninstalled condition and in its original packaging.

To request a return, contact our customer service team by email or phone to obtain a Return Merchandise Authorization number (#RMA). Your refund will be issued once the item has been returned and inspected.

The cost of return shipping will be deducted from your refund amount. In other words, you are responsible for the return shipping cost of any item you return. Any shipping charges paid on your original order are non-refundable.

Please note that a request to return items totaling more than $1,500 may incur restocking fees. We reserve the right to issue refunds in the form of store credit in certain circumstances.

Return Conditions

Products must be in perfect condition In new condition with original product tags, sanitary protection and packaging Has not been installed, used or modified All parts must be in place and packaged Remain in its initial clean state, without suspicious odours

Any return not complying with these requirements may be refused by the Luminaires & cie team and reshipped to the buyer who will have to assume the delivery costs. Additional processing costs may also be applied.

Exceptions

Please note that the following cases do not allow returns:

• Clearance products.
• Special orders (customized, made to measure).
• Orders that have obtained a volume price or a price for a project.
• Orders that do not have a Return Merchandise Authorization Number (#RMA).
• Any item that is not in resalable condition.
• Any element that has been modified, adapted or used.
• Any element that is not in the original box with sufficient packaging materials.

Return Process

To ensure that your return is processed quickly and accurately, please contact us at [email protected]

A customer service representative will provide you with a return merchandise authorization number (#RMA) and instructions on how to return the product to us.

Fill out the return form that will be sent to you, and make sure to include this document with your return. Send your return via a carrier that will provide you with a tracking number. Reply to our Return Merchandise Authorization email by providing us with this tracking number and the date you sent the package.

Defective Products or Missing Parts

Luminaires & cie is committed to replacing defective, damaged or broken products and glass at no cost, under certain conditions:

• The customer must report any defect by email within 14 days after delivery. If we are not informed within this time frame, free replacement cannot be performed.
• If you notice damage when opening your package, please contact our customer service immediately so that we can act quickly. We will file a claim with the manufacturer and do our best to have your product repaired or replaced quickly.
• In most cases, an inspection by a Luminaires & cie or manufacturer representative will be required, either in person or through photos or videos, before replacement can be arranged.
• It is important to note that Luminaires & cie cannot be held responsible for shipping delays for replacements.