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Return Policy

Returns

We’ll accept return requests for items that are unopened, unused, and with the original packaging, including the original box, in tact. The product(s) must be in their original packaging, in the same condition in which the product(s) were received. The purchaser is responsible for all return shipping costs. We are unable to accept returns on items that arrive cracked or broken. Please ensure your package is securely packaged and arrives to our facility the same condition in which it was shipped to you.

If you wish to return your item, we must receive your request within 48 hours of the date you received your item. E-mail us at info@luminapro.co to get your return started!

After you send in your return request, and we notify you that your return has been approved, you have 10 days to ship your item back to our facilities. If the item is not shipped within the 10 day period following the notification that the return has been approved, no return will be issued. Accordingly, our return policy is 10 days. 

Several types of goods are exempt from being returned. All vanity mirrors including, but not limited to, our PRO Hollywood mirror and Crystal mirror are FINAL SALE. We cannot accept returns or exchanges for vanity mirrors. 

All customers should purchase Route Package Protection with their order. If a customer decides to unselect Route Package Protection at checkout, Lumina Pro INC. is not liable for damaged, lost or stolen packages. In the event that your package arrives damaged, lost or stolen, you can file a claim directly with Route here.

In the case where an item arrives to you in a damaged condition, send us an e-mail at info@luminapro.co within 5 days of the delivery date. Photos and details of the damaged goods must be included in the e-mail. If we do not receive an email within 5 days of the delivery date notifying us that an item arrived to you in a damaged condition, we will not be able to assist you with any recourse, nor provide you with a refund. No exceptions will be made.

If your item arrives damaged, you may be asked to ship your item back to us. All vanity mirrors must be shipped back in their original packaging. Original packaging includes but is not limited to, the outer box, the inner box and the inner wood frame. If any of these pieces that form part of the original packaging are missing, the mirror will shatter. We will not be responsible or liable for any damages caused by you due to your failure to return the item in its original packaging as defined herein.

Gift Cards

All gift cards are non-refundable. No exceptions will be made.

Refunds

Once we receive your returned item, our team will review your request and inspect the item. We will send you an email to confirm that we’ve received your item and are processing your request. We’ll follow up with another email once the request has been processed to let you know if your return has been approved.

If approved, the money will be refunded to your original method of payment within 14 days of receiving the item. Banks/payment companies are different in the amount of time it takes to confirm a refunded payment. Some banks/payment companies can take up to 30 days to process a refunded payment which in turn, will appear on your bank statement. If you are having any issue with a refunded payment appearing on your bank statement, please contact your bank/payment company.

Late or missing refunds (if applicable) 


If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company. It may take some time before your refund is officially posted. 
Next contact your bank. There is often additional processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at info@luminapro.co. 

Sale Items

If the item is marked “sale”, it does not qualify for a return and cannot be refunded. No exceptions will be made.

 

Exchanges (if applicable) 
We only replace items if they arrive damaged. If you need to exchange it for the same item, send us an email at info@luminapro.co and we will send you the return shipping information.


Depending on where you live, the time it may take for an exchanged product to reach you, will vary. 

 

Tracking and Insurance

If you are returning an item that costs over $75, consider purchasing shipping insurance and tracking to ensure the item arrives to the Lumina Pro Inc. facility. We are not responsible, nor do we accept any liability in the event where we receive your return in a condition different from the condition in which your item arrived to you. Please contact your local shipping carrier in the event of any damages incurred by the return shipping process. 

Shipping for Returns


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

 

Shipping

All orders will be shipped within 7 business days (which excludes Saturdays, Sundays, and any local or statutory holidays in the Province of Ontario or in Canada) from the time the order is placed. 

CANADA

Shipping is free for all orders within Canada. 

 

USA

Orders shipped to the USA are subject to shipping and import duties/customs fees. All import duties/custom fees and shipping costs are the sole responsibility of the purchaser. Lumina Pro Inc. does not take responsibility for any import duties/custom fees or shipping costs incurred upon delivery.

 

Rest of the world

Orders shipped to countries other than Canada and the USA are subject to shipping and import duties/customs fees. All import duties/custom fees and shipping costs are covered by the purchaser. Lumina Pro Inc. does not take responsibility for any import duties/custom fees or shipping costs incurred upon delivery, in your country.


You will be responsible for paying your own shipping costs when returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for an exchanged product to reach you, will vary. 

If you are returning an item that costs over $75, consider purchasing shipping insurance and tracking to ensure the item arrives to the Lumina Pro Inc. facility . We are not responsible, nor do we accept any liability in the event we receive your item in a condition different from the condition in which you shipped the item.

 

See shipping costs & time frames below:

Country

Price

Customs & other fees

 Delivery Time 

Canada

FREE

$0.00

7-14 days

USA

FREE

Customer responsible for all import and customs fees

7-14 days

Rest of the world

Calculated at checkout

Customer responsible for all import, custom and shipping fees

Varies. See estimated delivery times at checkout.

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