RETURN & REFUND TERMS
Please check your order immediately upon receipt. For some reason you may need to return your sign, we have a few guidelines you should know about. Read on for the full scoop!
All claims for package lost/ misprinted/ damaged/ defective items must be reported to our team within 10 calendar days upon receipt of sign with unboxing video. Should you file a claim more than 10 calendar days after your receipt of your ordered goods, your claim will become invalid.
Actions For Return & Refund:
Video unboxing is required for after sale policy.
Please note that we only take responsibility for all problems after we can confirm that they happened due to our mistake, so please help to take a video when you receive and unbox your parcel and send it to us in case you need any assistance or support.
To start a return, you can contact us at sales@LumenLegend com with pictures & video of the package and products, as well as your order number.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Package Condition For Return & Refund:
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
We Accept Exchange / Return / Refund If:
- Product damages and issues
- Product misprint/Materially flawed
- Receiving wrong Items
- Package Lost
Contact LumenLegend Team for a refund or return. The refund will be returned to your original account within 3-10 working days.
Exceptions / Non-returnable Items
PERSONALIZED PRODUCTS
We do NOT accept returns, issue refunds, or exchange personalized items.
**ALWAYS triple-check your spelling and color selections when ordering. Also, check your confirmation email to verify everything processed correctly. If the order was placed with the incorrect information, it will not be replaced/refunded. If the misspelling was on our end, the product can be replaced.
We do not offer any return/refund for chromatic aberration of products or design printing. Please allow the color difference of the product since chromatic aberration is unavoidable due to camera angle, lighting, device display, and other reasons. Product, color swatches, and imprint colors shown on digital screens and consumer printers are various. Photos and digital proofs are for approximate reference only.
Please get in touch with the LumenLegend Team if you have questions or concerns about your specific item.
Shipping Details For Products Returned
Shipping charges for products returned: We will arrange for pickup of any misprinted, damaged items at no cost to you. We do not reimburse shipping charges for other cases. All shipping charges for returning products to us must be fully paid by the returnee.
Shipping address for products returned: The mailing address will be sent by email after the application is approved.
Shipping way for products returned: Mailing.
Please e-mail the LumenLegend Team if you have further questions
Order Cancellation/Change Of Mind
Contact the LumenLegend Team for cancellation requests. Since we have time and resources that have already been allocated to processing an item from the time an order is placed, order cancellation in 24 hours after payment will be billed a 15% cancellation fee, plus any additional costs that are incurred. Costs may include shop time, pre-production samples, shop materials, screens, plates, and any applicable art charges (for artwork modification, conversion, proofs, etc.).
The credit card processing fee (normally 2.5% or 3.9% for Visa, MasterCard, Discover, or American Express Cards) will be deducted from any refund for a cancellation or customer-requested change (reduced quantity, change of imprint, delivery change, change of item, etc.).
If the order has already been shipped, cancellation is not possible.
Return Handling Fee Or Restocking Fee
LumenLegend always puts customers first. We do not charge any handling fees or re-merchant fees for returned orders.
Warranty
a. Warranty Duration: The warranty period applies from the date of order and one year more. In case your order has problems related to quality, material or design – we offer to resend to you the new products and we will bear 50% of the production fee and shipping fee.
b. Warranty Conditions:
The above warranty applies when the following conditions are met:
Ambient temperature never went below 20 degrees F or exceeded 105 degrees F.
Decor piece was never dropped or damaged during assembly.
Decor piece was never altered from original manufacturing state.
Warranty not applicable on sale or discounted items.
LumenLegend cannot assume responsibility for the misuse or misapplication of its products.
c. The warranty does not cover:
Customer modification or abuse.
Shipping damage or other accident.
Repair, modifications or service by unauthorized personnel.
Use of product other than its designed purpose.
Negligence in protecting the steel frame by using coating to protect the piece from elements such as rust.
Damage caused to the product from improper mounting, hanging or adjustments.
If you have any further questions or concerns regarding our warranty, please contact us via sales@LumenLegend.com.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@LumenLegend.com.