At luxluminacraft, we maintain rigorous quality control for all lighting products. Should issues arise post‑delivery, contact our customer service team at [email protected] promptly for assistance.

Return Period
Items may be returned or exchanged within 30 days of receipt, provided they meet our eligibility criteria.

Return Shipping Options

  • Post Office Collection: Arrange package pickup via your local post office.
  • Drop‑off at Post Office: Deliver the package to your nearest post office.

Shipping Cost Responsibility

  • Our Fault (e.g., defective/damaged items, incorrect delivery, wrong colour temperature or finish): We cover return shipping costs and provide prepaid return labels for carrier‑caused issues.
  • Your Reason (e.g., size mismatch, design preference change, unsuitable brightness level): You bear shipping fees, which vary by carrier.

Return Requirements

  • Non‑Quality Issues: Items must be unused, undamaged, and retain original tags/packaging. For safety and hygiene reasons, opened bulbs, custom‑cut cables, or fixtures that have been installed may not be eligible for return.
  • Pre‑Approval Required: Obtain customer service approval before returning items.
  • Quality/Incorrect Delivery Issues: Provide clear photos of defects, damages, or errors (e.g., broken glass, wrong colour, incorrect wattage) to receive return instructions.

Eligible Circumstances for Return/Refund

  • Items damaged or defective due to production or transportation errors.
  • Items differing from descriptions (e.g., size, colour, material, lumen output, or voltage).
  • Undelivered or lost parcels.
  • Delays exceeding agreed timelines.

Return Process

  1. Contact Customer Service: Share your order number, SKU/product name, and return reason.
  2. Response: Our team replies within 24 hours on business days with detailed instructions.
  3. Ship Items: Return to the provided address with a tracking number and receipt.
  4. Refund/Exchange: We process refunds or exchanges immediately upon receipt and inspection of returned items.

Critical Notices

  • Return Address: Use only the address provided by customer service; package sender addresses are invalid.
  • Non‑Our Items: Exclude non‑luxluminacraft items from returns—we will not process them.
  • Lost/Stolen Packages: We are not liable for transit losses; retain tracking proof.
  • Refund Timing: Refunds may take up to 7 business days to reflect, depending on your payment provider.

Special Cases

  • Defective/Damaged Items: We issue return labels for carrier‑caused issues.
  • Customer Remorse: You arrange return labels for size, style, or design changes.
  • Used/Installed Items: Returns with visible signs of installation (scratches, mounting marks, missing screws, or opened bulb packaging) may be denied.

Contact Us
Address: RM.517 NEW CITY CENTRE, 2 LEI YUE MUN ROAD, KWUN TONG HONG KONG
TEL: +85284036091
Email: [email protected]
Working Hours: Monday–Friday, 08:00–17:00 (UTC +8)
We respond within 24 hours on business days.