Refund policy

In order to ensure your understanding of our 30-Day Return and Refund Policy, please read it carefully in its entirety before or after placing an order with us, or before considering a return. Once an order is placed with Luceray, it is understood that you’ve read and agreed to this policy.

At Luceray, we are committed to delivering exceptional customer satisfaction through responsive online and phone support, along with a streamlined return process. Calls and emails regarding returns are processed the same day or within a maximum of two (2) business days. While we strive to ensure every order is accurate and satisfactory, the following guidelines apply in the event a return is necessary.

General Information

Orders may be cancelled until they are shipped. Once shipped, the Shipping Fee is non-refundable.
Returns due to customer error, dislike, over-purchasing, incorrect ordering, or other non-defect reasons will have non-refundable shipping fees.
All returns must include an RMA Form.
Products returned for refund (not damaged/defective) must be in original, re-sellable condition with original packaging, hardware, wires, accessories, and documentation.
Excessive tape, stickers, handwritten notes, or damaged packaging may result in rejection.
Refunds typically process within 3–5 business days (depending on your financial institution) and are issued to the original payment method.
Customers are responsible for additional shipping costs due to incorrect or incomplete address information or exchange requests caused by ordering errors.
Original product packaging must be preserved for eligibility. Products appearing used or not re-sellable may not qualify for a refund.

30-Day General Return Policy

Return requests must be submitted to info@luceray.com within 30 days from the original invoice date.
Options include Refund, Store Credit, or Exchange.
An RMA Form will be provided and must be included with the return.
Customers are responsible for return shipping except in cases of defective, damaged, or incorrectly shipped items.
We will provide return labels for defective products or errors caused by Luceray.

For exchanges:

We may wait to receive the returned item before shipping replacements, or
Customers may purchase replacement items and receive a refund once the return is processed.

We understand that project delays and unforeseen circumstances may occur. Extenuating situations may be reviewed on a case-by-case basis.

Return Shipping Address

Luceray Returns
18 Lawrence Pkwy, Tenafly, New Jersey, 07670, USA

(Also noted on the RMA Form)

How Packages Should Be Returned

Do not excessively tape or damage original packaging.
Do not obstruct barcodes or specification labels.
Strapped packages must be separable without damaging boxes or labels.
Include the RMA Form inside the package (near the top) or in an envelope attached externally.
Products must include original plastic coverings (if provided) and all accessories.

Warranty (Refund / Replacement / Credit)

Luceray provides warranty coverage for issues including but not limited to:

Driver failure
Unexpected dimming
Manufacturing defects
Flickering or flashing
Damage during transit
Product not powering on

If a model is discontinued, we will provide the closest comparable replacement.
For exact warranty length, please refer to the specific product page.

Mandatory Documents for Warranty Claims

(Email to info@luceray.com)

Order number or name on order
Pictures and videos clearly showing the defect (with other working units visible if applicable)
Model number
Clear explanation of the issue

Claims will not be processed if required documentation is missing.

Lost Packages / Shipping Errors

While rare, shipping delays or carrier miscommunications may occur.

We will contact the carrier to resolve shipping delays.
At our discretion, we may reship or issue a refund if necessary.
Shipping/reshipping costs for refused shipments, incorrect address, or late cancellations are the customer’s responsibility.

If tracking shows “Delivered” but the package is reported as not received:

We will initiate carrier contact.
Final responsibility lies with the customer to ensure safe delivery location and accurate shipping information.

Miscellaneous

Custom orders are non-returnable and non-exchangeable.
20% restocking applies to all returns over $1,500.
Luceray does not cover costs related to lift rentals, bucket trucks, labor, third-party replacement products, or installation/removal costs.

With a strong commitment to quality, value, and customer service, Luceray stands behind every product we sell. Our goal is to provide lighting solutions that keep your space safe, efficient, and brilliantly illuminated.