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Return Policy

Hans Retail LLC Return Policy

30 Day Return Policy

Non-Returnable Items: Parts and accessories, including but not limited to: medallions, remotes, down rods, crystal prisms, home decor, and other miscellaneous pieces, cannot be returned or exchanged. NO EXCEPTIONS.

Return Request:

  • A return request must be submitted within 30 days of receipt of the merchandise.
  • Qualifying items must be in original condition and packaging.
  • Only unassembled, uninstalled items are eligible for return.
  • Custom, made to order, special order, open box, or modified products are final sale and cannot be returned.
  • Returns are not accepted on orders processed with store credit.

Return Shipping Costs:

  • The buyer is responsible for all return shipping costs unless an item is received damaged or there was an error on our part.

Refunds:

  • A refund will be issued to the original method of payment within 14 days of receipt of the merchandise, less the cost of outbound shipping.
  • Refunds will not be issued until the returned product is received.
  • Once a credit is issued to your account (store credit or refund), no further transactions can be processed or applied to the original form of payment.

Requesting a Return:

  • Contact:

  • RMA Number:

    • If eligible, an RMA number will be issued by Customer Service via email.
    • All return packages must include the RMA number on the return shipping label.
    • Returns without an RMA number may be delayed or not accepted.

Return Shipping Process:

  • Return the brand new, unused item in its original condition and packaging within 15 days of receiving an RMA.
  • Insure all return packages and use a carrier that provides a tracking number.
  • The RMA number must be included with your return shipment.

Damage Policy:

  • Inspect shipments immediately upon receipt. Notify Hans Retail LLC within 7 days of delivery to report any damage.
  • Send a photo of any damages/defects to process your claim efficiently.
  • Replacement parts or a complete item will be shipped at no cost if the product is repairable.
  • If a damaged/defective product needs to be returned, Hans Retail must retrieve the original item before processing and shipping out a replacement item.
  • Hans Retail LLC will provide a prepaid return label for the original item's return if necessary.
  • Expedited shipping of replacement parts or products is not the responsibility of Hans Retail LLC.

Photographic Evidence Requirement:

  • Before initiating a return, customers must take clear and detailed photographs of the items they wish to return.
  • Send the photographs along with a brief description of the reason for the return to our customer service team at sales@hanslumiere.com.
  • Hans Retail LLC will review the provided information and photographs. This review process typically takes 2-3 business days.
  • If the return is approved, we will send you a prepaid shipping label via email.
  • Print the shipping label and affix it securely to the package containing the items for return.
  • Ensure the package is sealed properly to avoid any damage during transit.

Note: Returned merchandise received in violation of this policy will be credited at the discretion of Hans Retail LLC.

Thank you for your cooperation and understanding.
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