Politique de remboursement
Last updated: May 2026
At LumoTrot, we stand behind every lighting fixture we sell. If you're not completely satisfied, we'll make it right — no hassle, no stress.
1. 30-Day Satisfaction Guarantee
We offer a 30-day return window from the date of delivery.
Eligibility Criteria:
- Items must be unused and in original packaging
- All accessories and hardware must be included
- A valid order confirmation or receipt is required
Return Shipping & Fees:
| Region | Terms |
|---|---|
| United States | FREE return label for orders over $300 |
| United States (under $300) | Customer covers return shipping |
| European Union | Free return for defective items. See Section 2 for 14-day cooling-off rights |
| Other Regions | Customer covers return shipping |
No restocking fees — ever. We believe returning a product shouldn't cost you extra.
2. EU Right of Withdrawal (14-Day Cooling-Off)
If you are located in the European Union, you have the legal right to cancel your order within 14 days of delivery without providing a reason.
- Process: Notify us at support@lumotrot.com within 14 days
- Timeline: Ship items back within 14 days of notification
- Refund: Full refund including original standard shipping costs
- Exclusions: Custom-made or personalized items are exempt
3. Damages, Defects & Wrong Items
Lighting is fragile! Please inspect your order upon arrival. If there is an issue, contact us within 7 days with photos at support@lumotrot.com.
Our "Replacement-First" Approach:
- Minor Damage (e.g., broken glass, missing screws): We ship free replacement parts within 48 hours
- Major Damage (e.g., non-functional unit): We offer a brand-new replacement or full refund — your choice
- Wrong Item: We provide a prepaid return label and ship the correct item immediately
4. 2-Year Product Warranty ⭐
We're proud to offer an industry-leading 2-year warranty on all LumoTrot fixtures, covering:
- ✅ Manufacturing defects in materials or workmanship
- ✅ Electrical component failures
- ✅ Structural defects (e.g., finish peeling or cracking)
Does not cover: improper installation, power surges, or bulbs.
5. Duties & Taxes
We cover your customs duties and import taxes (Delivered Duty Paid) for the vast majority of our global shipments, so your lighting arrives with no surprise fees.
In very rare cases, local customs authorities may apply additional fees beyond what we pre-pay. If this happens to your order, please contact us at support@lumotrot.com — our team will work with you to find the best resolution.
6. Non-Returnable Items
The following items are Final Sale:
- Custom-made or personalized fixtures
- Items marked as "Final Sale" or "Clearance"
- Items that have been installed, wired, or modified
- Items without original packaging
7. How to Initiate a Return
Quick Fix First: If you have a broken shade or missing part, don't return the whole box! Email photos to support@lumotrot.com and we'll send replacement parts within 48 hours — free of charge.
Step-by-Step Return Process:
- Request: Email support@lumotrot.com with your Order #
- Authorize: Receive your Return Authorization (RA) number within 24 hours
- Ship: Pack securely and write the RA number on the outside of the box
- Refund: Once inspected, we process your refund within 5–7 business days
8. Refunds & Cancellations
- Refund Method: Issued to the original payment method
- Before Shipment: 100% free cancellation
- After Shipment: Treated as a return (shipping fees may apply)
- Custom Orders: Cannot be cancelled once production begins
9. Contact Us
Questions? We're here to help.
- 📧 Email: support@lumotrot.com
- 🕐 Response Time: Within 24 hours, 7 days a week