Return & Refund Policy

Return & Refund Policy

Effective Date: September 23, 2026

At ZRB LUMA, we take pride in offering carefully selected, premium lighting and home décor products. Every order is inspected and securely packaged before shipment to ensure it reaches you in excellent condition.

Because our products are carefully packaged and, in many cases, specially prepared for shipment, we maintain a limited return window.

1. Return Window

You may request a return within 3 calendar days of confirmed delivery.

Return requests submitted after this 3-day period will generally not be accepted.

To request a return, please contact our Customer Care team within the applicable return period and provide:

  • Your order number

  • The reason for the return

  • Photographs of the product and packaging, if requested

  • Any other information reasonably required to evaluate the return

Approval must be obtained from ZRB LUMA before sending any product back.

2. Return Conditions

To qualify for a return, the product must:

  • Be unused and unopened

  • Remain in its original packaging

  • Be in the same condition in which it was received

  • Include all original components, accessories, manuals, hardware, and packaging materials

  • Not show any signs of installation, assembly, use, modification, or damage

Products that have been unpacked, installed, assembled, used, modified, or damaged after delivery may not be eligible for return.

Do not ship a product back without receiving return authorization from ZRB LUMA. Unauthorized returns may be refused or returned to the customer.

3. Damaged or Defective Products

If your order arrives damaged, defective, or with missing components, please contact us within 3 days of delivery.

Please retain the original shipping carton, packaging materials, and product until the issue has been resolved. We may request clear photographs or video of:

  • The product

  • The damaged area

  • The inner packaging

  • The outer shipping carton

  • The shipping label

If the product was damaged during transit or has a confirmed manufacturing defect, ZRB LUMA will determine the appropriate resolution, which may include a replacement, replacement component, repair, or refund.

Damage resulting from installation, improper handling, misuse, modification, or failure to follow product instructions is not considered a manufacturing defect.

4. Non-Returnable Items

The following items are generally not eligible for return:

  • Products outside the 3-day return period

  • Products that have been installed or assembled

  • Used or modified products

  • Products returned without original packaging

  • Products damaged after delivery due to improper handling or installation

  • Custom, personalized, made-to-order, or specially sourced products

  • Clearance or final-sale merchandise, where clearly identified as final sale

5. Return Shipping

Unless the product is confirmed to have arrived damaged, defective, or incorrect, return shipping costs are the responsibility of the customer.

For approved returns, ZRB LUMA will provide return instructions. Customers are responsible for ensuring that returned merchandise is securely packaged to prevent damage during transportation.

If a returned product is received damaged because it was inadequately packaged, the refund may be reduced or denied.

6. Inspection & Refunds

Once an approved return is received, ZRB LUMA will inspect the product to verify that it meets the return requirements.

If the return is approved, the applicable refund will be issued to the original payment method.

Original shipping charges are generally non-refundable, except where the product was incorrectly shipped, arrived damaged, or another exception is determined by ZRB LUMA.

Refund processing times may vary depending on your payment provider or financial institution.

7. Incorrect or Missing Items

If you receive an item that is different from what you ordered, or if an item or component is missing, contact us within 3 days of delivery.

Please provide your order number and photographs of the received merchandise and packaging so that we can investigate and provide the appropriate resolution.

8. Return Authorization

All returns require prior authorization from ZRB LUMA.

To initiate a return, contact:

ZRB LUMA
Email: [support@zrbluma.com]
Website: zrbluma.com

Please include “Return Request – Order #[Order Number]” in the subject line.

9. Important Notice

Customers are responsible for carefully reviewing product dimensions, specifications, finishes, compatibility, and installation requirements before placing an order.

For lighting products, professional installation by a qualified electrician is recommended where applicable.

ZRB LUMA reserves the right to refuse returns that do not meet the conditions outlined in this policy.

This Return & Refund Policy is subject to applicable consumer protection laws. Where applicable law provides consumers with rights that cannot legally be excluded or limited, those rights will prevail over this policy.

ZRB LUMA reserves the right to update this policy from time to time.