Return and exchange policy

 

This Return and Exchange Policy applies to all orders placed through Habitatlumineux (hereinafter referred to as “we”, “us”, or “our”). It outlines the applicable conditions, procedures, and responsibilities related to returns and exchanges to help ensure a clear and consistent after-sales experience.

1. Return and Exchange Period

Return or exchange requests may be submitted within 30 days from the date of delivery. Requests submitted after this period will not be accepted.

2. Eligible Conditions for Returns and Exchanges

Return or exchange requests may be accepted under the following circumstances:

• The product has visible appearance defects or damage.
• The product has quality-related defects or functional issues affecting normal use.
• The product has unusual odors, significant color differences, or other abnormal conditions.
• The item received does not match the order details (wrong item or missing item).
• A return or exchange is requested without a specific reason, provided the product remains unused, in good condition, and suitable for resale.

3. Return Process

1. Contact us via email or phone to submit a return request, and provide your order number, proof of payment (if applicable), reason for return, and any relevant photos or videos as supporting evidence.
2. Our customer service team will review your request and notify you of the outcome. If approved, the designated return address and return instructions will be provided.
3. Please return the item to the specified address using proper packaging, and retain the shipping receipt or tracking information for reference.
4. Once the returned item is received and inspected, if it meets the reported condition and return eligibility requirements, a refund will be arranged accordingly.

For further details regarding refunds, please refer to our Refund Policy.

4. Exchange Process

1. Contact us via email or phone to submit an exchange request and provide your order number, proof of payment (if applicable), exchange reason, and any supporting information such as photos or videos.
2. If approved, you will receive the designated return address and relevant instructions.
3. Please return the original item to the specified address and wait for confirmation that we have received and inspected the returned package.
4. After inspection confirms eligibility, a replacement item will be shipped within 1–3 business days.

Delivery timeframes for replacement items follow the terms outlined in our Shipping Policy.

5. Refund Method and Timeline

Refunds are issued to the original payment method used at checkout, such as Visa or MasterCard. Refunds are typically processed within 1–5 business days, depending on the processing time of the issuing bank. If the refund is not received within this timeframe, please contact us for assistance.

6. Shipping Cost Responsibility

• If the return or exchange is due to product defects, quality issues, unusual odors, significant color differences, or receiving an incorrect item, return shipping costs will be covered by us.
• If the return or exchange is requested without a specific reason (change of mind), return shipping costs will be the responsibility of the customer.

7. Responsibility Statement

Returned items must be securely packaged to prevent damage during transit. Damage caused by improper packaging, misuse, or personal handling may affect the eligibility of the return or exchange request.

8. Return Label

A return label may be included inside the package for certain orders. If no return label is provided, please follow the return instructions provided by our customer service team.

9. Contact Information

If you have any questions regarding returns or exchanges, please contact us using the details below:

Contact Address: 18941 Northwest 77th Court, Miami Lakes, FL 33015, United States
Customer Service Phone: +1 (929) 284-8300
Customer Service Email: contact@habitatlumineux.com
Service Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Australia/Sydney, AEST/AEDT)