Returns & Refunds

Returns:
Our return policy lasts for 30 days. If 30 days have gone by since your purchase, unfortunately we can’t accept a return or offer you a refund or an exchange.

In order for your return to be accepted, you must first contact our support team via email (support@truelumens.com) and request an RMA, you will be provided with the proper instructions on how to return your order along with the appropriate return address according to your location. 

Please do not attempt to return any product before you contact our support team and receive an RMA! 

To be eligible for a return, your item must be unused / never installed and in the same condition that you received it. It must also be in the original packaging.

There are certain situations where only partial or no refunds are granted (if applicable)
- Products with obvious signs of use.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error

Used products: 
Once a product has been used or installed, it can only be exchanged for the same item if it is determined to be defective by our technical support team and falls under the manufacturer’s warranty. Defective merchandise follows the warranty policies of its respective manufacturer. For defective items, True Lumens™ will pay for the return shipping and the shipping of the replacement item(s). Email customer service at (support@truelumens.com) to obtain an RMA # (Return Merchandise Authorization). Follow the instructions provided by our support team. Once we receive your return, we will test it and verify that it is defective. If it is determined to be a manufacture defect and not due to a user error or abuse, we will send out a replacement within 3-5 business days of receiving the defective product back. 

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 business days.

Late or missing refunds (if applicable)
If 14 business days have passed after the acceptance of your return and you haven’t received a refund, please contact us at support@truelumens.com for further assistance.

Sale items (if applicable)
Only regular priced items may be returned / refunded, unfortunately sale items cannot be returned.

Warranty / Exchanges (if applicable)
The warranty period for our products vary depending on the product itself and is stated on each product page accordingly. We only accept warranty claims and replace items that are faulty due to manufacture defects. If an item is found to be malfunctioning due to user’s abuse or neglect will result in rejection of the claim. If your order arrives damaged due to shipping, you must email us with a visual proof of the damage within 3-5 business days of delivery for us to be able to open a claim with the shipping carrier and send you a replacement. For all warranty claims, please contact our support team at support@truelumens.com

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Return Address:
To return your product, you will need to contact our support team first via email (support@truelumens.com) to obtain an RMA#, and you will be provided with appropriate return address according to your location.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping of the your order will be deducted from your refund unless if the initial order had qualified for Free Shipping.

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

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. Unless your return order was signed for by one of our staff, we don’t guarantee that we will receive your returned item.

***By placing an order with True Lumens™ (www.truelumens.com) you agree to our Policies, Terms, & Conditions.