1. What if I purchase an item and then I see it somewhere else cheaper?
Not to worry! Lumens has a Low-Price Guarantee so there is no reason to hesitate or wait to make your purchase! If you ever find the exact same product advertised for less anywhere, within 30 days of your Lumens purchase, please let us know and we will happily match that price. Keep in mind that shipping and handling fees, as well as any applicable sales tax, will be taken into consideration. For example, if Lumens offers free shipping and the competitor charges for shipping, then the total price, including shipping, will be matched. Of course, we may require some form of verification of the offer and it must be made by an authorized U.S. dealer of the product, following manufacturer pricing guidelines and policies and it must be a stock item. The Low-Price Guarantee excludes clearance, closeout and returned items. Other restrictions may apply, but why not ask? For more information please contact Customer Service.

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2. Can I change my order?

Once we receive your order we get to work on it right away. This means that changes or cancellations are not always possible. You should also know that once an order is placed, it cannot be changed online. With all of this in mind, we still do understand that sometimes you want to ask us to try, so you may contact Customer Service to make a request for a change or cancellation. We will make our best efforts to apply the requested change. If the item ships prior to confirmation of a cancellation or change request, you may return it following our standard return policy – Returns. Note that many items that are non-returnable cannot be cancelled. Here is more information about Changing or Canceling an Order.

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3. When do I get my refund once I have returned an item?
We realize that refunds are a priority for our customers. Once we have received and inspected the item we are usually able to apply the refund onto the original payment card within one week. Keep in mind that due to shipping, inspection and bank processing times it sometimes takes up to 30 days from the date that you return the item for the refund to appear on your card. Here is more information about Returns.

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4. If I return an item how is my refund calculated?
If you change your mind and decide to return an item that is defined as returnable, there is no restocking fee, however you are responsible for the return shipping costs. If you receive an item that is damaged, defective or if it is not what you ordered, we will, of course, provide a replacement at no charge. Here is more information about Damaged Goods, about Defective Goods and about Returns.

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