Return Instructions

Hans Retail LLC Detailed Return Instructions

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:

1. Submit 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.

2. Photographic Evidence:

   • Before initiating a return, take clear and detailed photographs of the items you wish to return. Ensure that the images capture the condition of the items, including any defects or damages if applicable.
   • Send the photographs along with a brief description of the reason for the return to our customer service team at sales@hanslumiere.com.
   • Include your order number, name, and contact information in the email.

3. Review and Approval:

   • Our team will review the provided information and photographs. This review process typically takes 2-3 business days.
   • If the return is approved, you will receive an RMA number and a prepaid shipping label via email.

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:

1. Contact:

   • Email: sales@hanslumiere.com

2. 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:

1. Prepare the Return Package:

   • 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.

2. Attach the Shipping Label:

   • Print the provided prepaid shipping label and affix it securely to the package.
   • Ensure the package is sealed properly to avoid any damage during transit.

3. Ship the Package:

   • Use a reliable carrier that offers package tracking and insurance.
   • Keep the tracking number for your records.

Damage Policy:

1. Inspect Shipments:

   • Inspect shipments immediately upon receipt.
   • Notify Hans Retail LLC within 7 days of delivery to report any damage.

2. Submit Damage Report:

   • 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.

3. Return of Damaged Items:

   • 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.

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. For any questions or further assistance, please contact our customer service team at sales@hanslumiere.com.