At Lumina, we pride ourselves on having the best return policies in the industry. If you have questions, please send an email to info@luminafans.com or call us at (636)-515-9233

Cancellations (Before Order Ships):

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach us during business hours at (636)-515-9233, the chat in the bottom right, or email info@luminafans.com any time.

Exchanges:

Exchanges are accepted for items that have not been shipped yet. If you would like to make an exchange you are responsible for any extra shipping charges and change in price incurred.

Defective Products:

If you receive a product from us that is defective and claimable under our 12-month warranty policy please contact us during business hours at (636)-515-9233, or email support@luminafans.com.

Returns and Refunds:

We offer a 100% money-back guarantee. Our return policy lasts 30 days. If 30 days has gone by since delivery of your package, unfortunately, we cannot offer you a refund or exchange for any reason unless stated otherwise by our support team. The buyer must also confirm the return by packaging, shipping, and providing us with a tracking number within the 30 days timeframe. To be eligible for a return, your items must be unused, and in the same condition that you received it in. The return must be in its original packaging and not missing any components. Do not ship the return without the original packaging. The LEDs on the blades are very fragile. Our packaging is designed to protect our products during shipping. Without the original packaging, your return will be rejected. Buyer is responsible for shipping fees related to returns. To initiate the return process, please email support@luminafans.com as soon as possible for a return shipping address. In the rare case that you receive a damaged/faulty product or missing components, please take photos as evidence and email support@luminafans.com as soon as possible.

Upon receiving your return, we will inspect the product and determine whether it is eligible for a refund. We reserve the rights to reject returns if there are signs of use, if they are not in acceptable condition, or missing components. Any rejected return will be notified via email with the reason, and evidence why it was rejected. All rejected returns will be shipped back to the same address the customer provided for shipping.

If your return is accepted, you will be notified via email. We will issue a refund back to your original payment method, and you will see it reflect in your card statements within 3-5 business days.

Custom 3D Animations:

After the completion and delivery of any services performed by Lumina, approved and paid for by the customer any refund for these services will be at the sole discretion of Lumina. Due to our service being a digital asset with a lot of time and effort put into it, we may be unable to provide a refund as it is un-returnable.

Lost or Damaged Items:

In the unlikely event that a shipment arrives damaged, it is the customer's responsibility to document any damage on the Delivery Receipt and refuse the shipment by noting it on the handheld device provided by the driver.

We are not responsible for damaged/lost packages once they are shipped. If your package arrive damaged or lost, please submit a claim with the respective shipping carrier using your tracking number. You can also contact support@luminafans.com to assist you with this process.

We urge you to please inspect the items upon delivery before signing the delivery receipt.

If you receive a damaged item and want to initiate a return, do not sign the delivery receipt -- make a note on the delivery receipt that the item was damaged. 

The customer will be responsible for filing a freight claim with the carrier, and Lumina will advocate on your behalf and assist in resolving the situation with the carrier.

Chargebacks:

Our team is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry.  We are on your team. We are immediately responsive, and will do all that we can to help you out and provide the best resolution.

Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together.  Thank you for shopping with us!

Contact info@luminafans.com for any questions.