Customer Service

Sometimes you purchase a product and it just isn't quite right for your space. Luminosa understands this and has the following Returns Policy in place: You may request a return within 30 days of delivery except on the following items which are not eligible for a return or refund:

• Custom Orders
• Floor Models
• Products marked as final sale or purchased on clearance
• Products that are assembled or installed
• Products that have had their wires cut
• Products not in their original condition and/or without original packaging
• Parts
• Orders with a quantity of 6 or more of the same item

In some cases, you may be required to pay a restocking fee and/or return freight.

When your order arrives, please check all boxes for damage, unpack and inspect all products and ensure the delivered order matches your order confirmation. If there are any missing parts or product damages, please let us know within 5 days of receiving your order. We may request pictures of the damage to your order.

Please get in touch or come visit us in the showroom should you have any questions regarding the warranty on your purchase.

We can process returns, exchanges and refunds only for items purchased directly through Luminosa. To request a return, please contact us. Please allow up to 5 business days for your request to be reviewed after which we will contact you. If your request is approved, you can either drop off your item directly to Luminosa at 1840 Fir Street, Vancouver BC, V6J 3B1 or ship your item back to us. If you choose to ship your item, consider using a trackable shipping service or purchasing shipping insurance as we cannot guarantee that we will receive your shipped item. Any shipping costs are your responsibility.

Upon inspection of your return, Luminosa will notify you whether a refund is approved or rejected depending on the condition of the returned item. If it is approved, you will receive a credit less initial non-refundable shipping and handling charges on your credit card or original method of payment within 14 days.

Missing Items

In the rare case where a part is missing from your order, please contact us immediately for assistance. In most cases, we will be able to get your missing part to you quickly.
Luminosa is not responsible for lost or stolen goods or items damaged in transit. However, in the event that your shipment is lost or damaged in transit, please contact us for assistance.

Orders & Pricing

Orders are only binding upon Luminosa acceptance and approval of product and shipping pricing. Luminosa reserves the right, without prior notification, to limit the order quantity on any time and/or reserve service to any customer.

Pricing is available in-store only. Pricing does not include shipping, handling, duties, brokerage, Eco fees or sales taxes, if applicable. You will be notified if your order includes these items. Prices are subject to change without notice.

A 50% non-refundable deposit is required on all custom orders. All balances are payable prior to delivery.

Orders not picked up within 120 days of being received at Luminosa will be returned to the supplier and your deposit will be forfeited.

Shipping

Luminosa ships to addresses within Canada from our store in Vancouver, BC. Shipping charges for all orders will be calculated based on the cost of the product you are ordering. In-stock items will ship within 48 hours after your order is placed; we do not ship on weekends or holidays. Out-of-stock items may require a longer delivery time; you will be notified of an estimated ship date.

Corporate Mailing Address