Return & Refund Policy

Return & Refund Policy

At LuzLuz, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we’re here to help. Please read the following Return & Refund Policy carefully before requesting a return.

30-Day Return Policy

We accept return requests within 30 days from the date your order is delivered.

To qualify for a return, the item must:

  • Be unused, uninstalled, and in its original condition.

  • Be returned with all original packaging, accessories, mounting hardware, manuals, and included components.

  • Be accompanied by proof of purchase or your order number.

Items returned without prior authorization may not be accepted.

How to Request a Return

To request a return, please contact our Customer Support team by email:

Email: [email protected]

Please include:

  • Your order number

  • The reason for the return

  • Photos or videos if the item is damaged, defective, or incorrect

Our team will review your request and respond within 2 business days with return instructions.

Please do not send any item back until you have received return authorization from our support team.

Return Address

Authorized returns should be sent to:

LuzLuz Returns Center
235 E Burnett St
Long Beach, CA 90806
United States

Customers should only return products after receiving approval from our support team.

Return Shipping Costs

If the return is due to our error

We will cover the return shipping costs if:

  • You received the wrong item.

  • The item arrived damaged during shipping.

  • The product has a verified manufacturing defect.

  • Parts or accessories are missing due to our mistake.

Depending on the situation, we may provide:

  • A replacement product

  • Replacement parts

  • A full refund

  • A partial refund when appropriate

If the return is for personal reasons

If you wish to return a product because:

  • You changed your mind.

  • You ordered the wrong item.

  • The product does not fit your décor or personal preference.

  • You no longer need the product.

You are responsible for the return shipping costs.

Original shipping charges are non-refundable unless the return is due to our error.

Lighting Product Return Requirements

To ensure returned lighting fixtures remain eligible for a refund:

  • The product must not have been installed.

  • It must not show signs of use, scratches, electrical modification, or installation damage.

  • All mounting hardware, brackets, screws, bulbs (if included), manuals, and packaging must be returned.

Products that have been installed or modified cannot be returned unless they are confirmed to have a manufacturing defect.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.

If your item arrives:

  • Damaged

  • Defective

  • Missing components

  • Different from what you ordered

Please contact us within 30 days of delivery.

Include clear photos of:

  • The shipping box

  • The shipping label

  • The damaged or incorrect item

  • Any visible defects

We will evaluate your claim and provide an appropriate solution as quickly as possible.

Non-Returnable Items

The following items are generally not eligible for return unless they arrive damaged or defective:

  • Customized or personalized products

  • Clearance or final sale items

  • Gift cards

  • Replacement parts purchased separately

  • Products damaged due to improper installation, misuse, abuse, modification, or accidents

Exchanges

We do not offer direct exchanges.

If you would like a different product, please return the eligible item following this policy and place a new order separately.

Order Cancellation

Orders may be cancelled within 24 hours after purchase for a full refund.

Once an order has entered processing or has been shipped, it can no longer be cancelled. However, you may request a return after delivery if the item meets the conditions outlined in this policy.

Refund Process

After we receive and inspect your returned item, we will notify you of the outcome.

If your refund is approved:

  • Refunds will be processed within 3–5 business days.

  • Refunds will be issued to the original payment method used for the purchase.

Depending on your bank or payment provider, it may take an additional 5–10 business days for the funds to appear in your account.

Color & Appearance Disclaimer

Actual product colors and finishes may vary slightly from the images displayed on our website due to lighting conditions, monitor settings, photography, and manufacturing variations. Minor differences in appearance are not considered defects.

Contact Us

If you have any questions regarding this Return & Refund Policy or need assistance with a return, please contact us.

Email: [email protected]