The Lumina Guarantee was put in place to give our customers piece of mind with the products they purchase from us. Knowing why a product’s craftsmanship failed affords Lumina the opportunity to improve the quality of our products.
To utilize the Lumina Guarantee you must return all parts of your purchase with all tags and inserts in its original packaging.
If you do not have the original packaging or all pieces we may be able to assist you for the cost of the items necessary to repair your piece.
Please reach out to us with any questions you may have.
Phone: (603) 660-8539
The Lumina Guarantee Policy
We believe in our product. Should the craftsmanship of our product fail, simply return all pieces and we will repair it free of charge.
Please contact us:
All Sales are final; however, we will repair an item if the craftsmanship warrants a repair. As noted above in the Lumina Guarantee and under Lumina’s discretion.
To be eligible for a repair based on the craftsmanship of our products your item must have no damage beyond the design craftsmanship. Normal wear and tear does not warrant Lumina Guarantee. It must also be in the original packaging.
Several types of goods are exempt from being repaired. Perishable goods, specimens and “Mine Your Own” products or certain speciality crafts created just for you. Lumina retains discretion. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-repairable items:
- “Mine Your Own” products,
- “Mined Just for You” products
- Other individualized one of a kind products sold under the discretion of Lumina.
- All products that under the discretion of Lumina, don’t meet approval.
- Gift cards
- Some health and personal care items
To complete your repair, we require a receipt or proof of purchase.
There are certain situations where only partial repairs are granted (if applicable) under Lumina’s discretion based on a use and abuse assessment.
-Products with obvious signs of us/abuse that are not due to Lumina’s determination of craftsmanship failure.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Lumina Guarantee Repairs (if applicable)
Once your repair is received and inspected, we will send you an email to notify you that we have received your item. We will also notify you of the approval or rejection of your repair.
If you are approved, then your repair will be processed.
Sale items (if applicable)
All Sales are final unless the craftsmanship warrants a repair. As noted above in the Lumina Guarantee and under Lumina’s discretion.
Exchanges (if applicable)
We only replace items if they are defective or damaged beyond repair and do not fall into the unrepairable items listed above.
Once approved for repair you can mail Lumina your product, mail your product to: Lumina, 38 Serenitas Ln, Goffstown NH 03045, United States
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 return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your repaired product to reach you, may vary.
We reserve the right, at our sole discretion, to update, change or replace any part of this. Lumina Guarantee Repair Policy and all other policies.
If you are shipping an item you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item