Refund policy
Please note: Return Policies stated reflect sales transactions made through the www.LUMENSHPL.com website only. These policies do not reflect LUMENS High Performance Lighting products purchased through other retailers or sources; please refer to return policies stated through the vendor you've purchased items from, if not purchased from this website.
Discounted, jobber, and wholesale sales transactions are final. We do not accept returns for these sales transactions.
For customers OUTSIDE of Canada, ALL SALES ARE FINAL.
Note that all products offered on this website are manufactured in China. Orders are processed and shipped from our Canadian facility.
Prices listed on our website do not include international tariffs, duties, or brokerage fees. These charges, where applicable, are the sole responsibility of the customer and may be collected upon delivery by the destination country’s customs or courier service.
We do not accept returns or issue refunds for orders shipped outside of Canada. This includes, but is not limited to, packages that are refused, returned, or undelivered due to unpaid duties, tariffs, or brokerage fees.
Returns on Regular Retail Priced Items within Canada
For retail customers within Canada, our policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unopened, unused, in the same condition that you received it, and in the original packaging.
Only regular priced items may be refunded, unfortunately sale and / or clearance items cannot be refunded.
Several types of goods are exempt from being returned. This includes ALL GLASS bulbs (HID, Xenon, Halogen, etc). and gift cards.
To complete your return, we require a receipt or proof of purchase.
Refunds on Regular Retail Priced Items within Canada (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at SALES@LUMENSHPL.com.
Exchanges on Regular Retail Priced Items within Canada (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at SALES@LUMENSHPL.com and send your item to: 307-132 Commerce Park Dr, Barrie, Ontario, Canada L4N 0Z7. Always use a trackable shipping service and purchase shipping insurance. We can't guarantee that we will receive your returned item. If we don't receive the item, or the items is damaged from shipping, a refund will not be issued.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should send your product to: 307-132 Commerce Park Dr, Barrie, Ontario, Canada L4N 0Z7. Always use a trackable shipping service and purchase shipping insurance. We can't guarantee that we will receive your returned item. If we don't receive the item, or the items is damaged from shipping, a refund will not be issued.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.