Refund policy

Last updated: September 26, 2026

We want every piece you order from Lumayard to earn its place in your home. If something isn't right, this policy explains how returns, refunds and exchanges work.

1. Order cancellations

You may cancel your order free of charge within 12 hours of placing it, provided it has not yet been dispatched. Email support@lumayard.com with your order number and we will confirm the cancellation and refund you in full. Once an order has shipped it can no longer be cancelled; you can return it under the terms below once it arrives.

2. Return window and conditions

  • Return window: items may be returned within 30 days from the date of delivery.
  • Item condition: items must be unused, undamaged, and returned in their original packaging with all parts, accessories, cables and instructions included. Lighting must not have been installed or wired.
  • Proof of purchase: your order number or order confirmation email is required.
  • Restocking fee: none. Lumayard does not charge restocking or handling fees on returns.
  • Non-returnable items: items that have been used, installed, assembled or damaged after delivery, and items returned without a return authorisation number.

3. How to start a return

  1. Contact us. Email support@lumayard.com within 30 days of delivery with your order number, the item(s) you wish to return and the reason. If the item is damaged or defective, include photos.
  2. Receive your return authorisation. We will reply within 24 hours on business days. If the return is approved, we will send a Return Authorisation (RA) number and step-by-step instructions.
  3. Pack the item. Place the item in its original packaging with all parts included and write the RA number clearly on the outside of the parcel.
  4. Ship the return. Send the parcel to: Lumayard Returns, 3906 Pretty View Lane, Oakland, California 94612, United States. Please use a tracked service and keep your proof of postage; we cannot refund items that are lost on the way back to us without it. Returns must be dispatched within 14 days of receiving the RA number.

4. Return shipping costs

For change-of-mind returns, the cost of return shipping is paid by the customer and is not refunded. If your item arrived damaged, defective or different from what you ordered, Lumayard covers the cost of return shipping, or may tell you that the item does not need to be returned at all.

5. Refunds

  • Processing time: once your return is received and inspected, we will email you to confirm approval and issue your refund to the original payment method within 5 business days.
  • Bank posting time: depending on your bank or card issuer, it can take a further 5 to 10 business days for the refund to appear on your statement.
  • Amount refunded: the full price paid for the returned item(s). Original shipping was free, so there is nothing to deduct.
  • Missing refunds: if you have not seen your refund after 10 business days from our confirmation email, check with your bank or card issuer first, then contact us at support@lumayard.com and we will trace it.

6. Damaged, defective or incorrect items

Damaged on arrival: contact us within 48 hours of delivery with photos of the product and the packaging. We will arrange a replacement or a full refund.

Defective within the return window: if an item stops working or shows a manufacturing fault within 30 days of delivery, contact us with a description and photos or a short video. We will replace it or refund you in full, and we cover any return shipping.

Incorrect item: if you receive something different from what you ordered, contact us immediately. We will send the correct item at no cost and arrange return of the incorrect one at our expense.

Lost in transit: please see section 9 of our Shipping Policy.

7. Exchanges

We are happy to exchange an item for a different colour, size or product of the same value. Contact us before sending anything back so we can confirm availability. If the replacement is in stock we will arrange the exchange; if it is not, we will process a return and refund so that you can place a new order. Return shipping for change-of-mind exchanges is paid by the customer.

8. Contact us

For any questions about returns, refunds or exchanges, contact us:

Company Name: Lumayard

Website Name: Lumayard.com

Company Address: 3906 Pretty View Lane, Oakland, California 94612, United States

Company Number: 48273916502

Email: support@lumayard.com

Phone Number: +1 (573) 464-3786

Estimated Response Time: Within 24 hours (Monday to Friday)

Business Hours:
Monday to Friday: 9:00 AM – 5:00 PM (Eastern Time)
Saturday and Sunday: Closed