Refund policy
Free Worldwide Shipping
At Lumivex, we believe great lighting shouldn't come with hidden costs. That's why we offer free shipping to every country we serve — no minimum order, no surprise fees at checkout.
Processing Time
All orders are processed within 1 to 3 business days (Monday–Friday, excluding holidays). You'll receive a shipping confirmation email with your tracking number once your order leaves our warehouse.
Estimated Delivery Times
| Region | Delivery Time |
|---|---|
| 🇺🇸 United States | 7–12 business days |
| 🇨🇦 Canada | 8–14 business days |
| 🇪🇺 Europe & United Kingdom | 8–14 business days |
| 🇦🇺 Australia & New Zealand | 10–16 business days |
| 🌍 Rest of World | 10–18 business days |
Delivery times are estimates and may vary due to customs, carrier delays, or peak seasons.
Tracking Your Order
Once shipped, you'll receive an email with a tracking link. You can also track your order anytime on our Track Your Order page using your order number and email.
Customs, Duties & Taxes
International orders may be subject to import duties or taxes charged by your local customs office. These fees are not included in the product price or shipping cost and are the responsibility of the buyer. Lumivex has no control over these charges and cannot predict what they may be.
Lost or Delayed Packages
If your order hasn't arrived within 25 business days from the shipping date, please contact us at support@lumivex.space. We'll investigate with the carrier and either:
- Reship your order at no cost, or
- Issue a full refund.
Incorrect Shipping Address
Please double-check your shipping address at checkout. Lumivex is not responsible for orders shipped to an incorrect address provided by the customer. If you notice an error, contact us within 4 hours of placing your order.
Questions?
Email us at support@lumivex.space — we respond within 12 hours, 7 days a week.
30-Day Confidence Guarantee
At Lumivex, we stand behind every lamp we ship. If you're not completely satisfied with your purchase, you have 30 days from the date of delivery to request a return or refund.
Eligibility for Returns
To qualify for a return, your item must be:
- In its original condition and packaging
- Unused and undamaged
- Accompanied by proof of purchase (order number or receipt)
Returns requested after 30 days may not be accepted.
How to Start a Return
- Email us at support@lumivex.space with your order number and reason for return.
- We'll respond within 12 hours with return instructions.
- Ship the item back to the address we provide.
- Once we receive and inspect your return, we'll process your refund.
Damaged or Defective Items
Received a damaged or defective lamp? We've got you. Send us a photo within 7 days of delivery and we'll ship a free replacement — no return required.
Refund Processing
Once your return is received and approved, your refund will be issued to your original payment method within 5–10 business days. Depending on your bank, it may take an additional 2–5 business days for the refund to appear on your statement.
Return Shipping Costs
- Defective or damaged items: Lumivex covers 100% of return shipping.
- Change of mind / buyer's remorse: Customer is responsible for return shipping costs.
Non-Returnable Items
The following items are not eligible for return:
- Gift cards
- Items returned more than 30 days after delivery
- Items not in their original condition or packaging
- Items damaged due to customer misuse
Order Cancellations
Orders can be cancelled free of charge within 4 hours of being placed, provided they have not yet been processed for shipping. After this window, cancellation may not be possible.
Still Need Help?
Email support@lumivex.space and we'll take care of it — no long forms, no drama.