Return Policy

What is your satisfaction guarantee?

Our satisfaction guarantee is to offer the best solution for your situation.

  • Products can be returned within 14 days for any reason with a receipt.
    • There is a restock fee of 10% that is waived if an additional order is placed.
  • Shipping is at the buyers expense for the returned product.
  • If a product is defective, you must contact us within 7 days of receiving your order.
  • Our team of customer service professionals will work with you to satisfy your business needs. Please note that credits may take up to two weeks to process thru paypal once product has been received and checked in.

Important: Accepting returns are subject to the following:

  • Products returned due to buyer remorse must be in new condition and in the original packaging.
  • Returns are subject to a 10% re-stocking fee.
  • Customers are responsible for shipping costs to return non-defective products.
  • Keep all products in new condition.  Products, whether defective or not, must be returned in the original packaging in "like-new condition" and the carton must include all components and other items originally packaged with the product.

 

  • If I'm not satisfied with a product, how do I return it?
    There are two simple options.

  1. Within 14 days of receiving your order, contact us and provide us with the following information:
    • Your order number
    • A very brief description of why you wish to return the product
    • How you would like to proceed - for example, would you like credit, or a different product?
    • A service professional will email you a return authorization form, and specific instructions to follow.
    • You will be responsible for paying the shipping costs to return a non-defective product.
    • Save any tracking information

Products must be returned in the original packaging in "like new condition", and the carton must include all components and other items originally packaged with the product. Shipping charges and a 10% re-stocking fee will apply.

What if the product is defective?
All products sold by Luminous Trees include a 1 year warranty for defective lights but not including wear and tear. 

  • If you notify us of any defect within the first 30 days of receiving your order, we will gladly exchange your defective product for the same product title, provided there is still stock.  If a branch is not working, we will send a replacement branch.
  • Keep all original packaging as you received it.
  • Products must be returned in the Luminous Tree original packaging in "like new condition" and the carton must include all components and other items originally packaged with the product.

What if there is a discrepancy with the order? If you find any discrepancies with your order, please contact us right away .

Can I just send it back without contacting you?
No. We are here to help, but we can not correct a situation we know nothing about. Please contact us and one of our service professionals will contact you to work out a solution. We will reject products returned to us without authorization.

What else do I need to know about returning items?
After you receive a return authorization number, please be sure to do the following:

  • Ensure that the authorization number is clearly marked on the shipping box.
  • Products, whether defective or not, must be returned in the original packaging and the carton must include all components and other items originally packaged with the product.
  • There is a 10% re-stocking fee. Credits can take up to two weeks to process.
  • You are also responsible for the return shipping charges.
  • Do not write or mark the packaging, or contents.
  • We will return incomplete shipments to you. If you forgot to include a part, please notify us immediately.
  • For your protection, we recommend that you fully insure your return shipment in case it is lost or damaged, and use a carrier that can provide you with proof of delivery.