Store Policies
INTRODUCTION
By purchasing from www.lumacast.com, you ("You") agree to these Terms and Conditions ("Agreement"), forming a binding legal contract with Lumacast, Inc. ("Lumacast"). This Agreement governs all transactions on this Website.
MADE-TO-ORDER PRODUCTION
Our products are made-to-order. By submitting an order, the customer accepts full responsibility for having checked that the color, finish, and size of the chosen products are correct. To assist in making the perfect selection, we offer material samples and detailed specifications, guiding you toward the ideal product for your outdoor area. For orders placed as “TBD” for your color choice, you have ten days to finalize the color based on your requested samples. Returns and exchanges due to client preference will incur a 25% restocking fee.
Lumacast reserves the right to accept, refuse, cancel, or hold any order you place with us. Once we’ve received your order, you’ll receive an order confirmation email that indicates an order number and details about your order.
While your product is being made, you can always reach out for a status update. Please contact info@lumacast.com and include your order number as a reference.
Once your product is ready, a separate confirmation email will follow with delivery or shipping instructions and tracking.
PRICING INFORMATION AND ACCURACY
Our goal is to provide accuracy in all prices, delivery rates and other information. All prices online are in U.S. dollars and are subject to any applicable taxes according to state and local laws. Availability, prices and delivery rates are subject to change. There may be errors in the prices, descriptions or images of certain merchandise, and we reserve the right to restrict orders of those items and correct any errors, inaccuracies or omissions.
PRICE ADJUSTMENT POLICY
Lumacast offers a price adjustment facility for items purchased at full price that subsequently become part of a sale within a 14-day window from the original purchase date. This adjustment policy is strictly applicable to items initially bought at full retail value and excludes products acquired at a discounted rate. Should you be eligible for a price adjustment, you are encouraged to initiate contact with Lumacast within the specified 14-day period. Upon validation and approval of your adjustment request, the difference in price will be refunded to the original payment method utilized during checkout.
CANCELLATION AND RESTOCKING
MADE-TO-ORDER PRODUCTS
You have the option to cancel your made-to-order product without incurring any penalties within a 10-day period from the order placement. Should the cancellation occur after this grace period, as the order enters the production phase, a restocking fee of 25% of the order's value will be levied. This fee accounts for the bespoke nature of our products and the investments made up to the point of cancellation.
QUICK SHIP PRODUCTS
Due to the expedited nature of quick ship items, cancellations must be made within 24 hours of order placement to qualify for a full refund. This policy ensures that we can uphold the efficiency of our quick ship program while providing some flexibility for immediate changes. Cancellations made after 24 hours will incur a 25% restocking fee.
CUSTOM ORDERS
All custom orders are final and non-cancellable once production has started. Custom orders are specially tailored to individual specifications, and as such, we cannot accept cancellations or returns once we have allocated resources and commenced production. We encourage thorough review and consideration before finalizing custom orders to ensure that your specifications meet your needs.
DELIVERY & SHIPPING OPTIONS
Depending on the size and nature of your items, Lumacast offers a range of shipping methods to best suit your order and location:
White Glove Service
What It Is: Comprehensive delivery and installation by our expert team for all manual ignition fire features.
Availability: Year-round in California, Oregon, and Washington. Seasonally in Arizona, Colorado, Nevada, and Utah for residential projects.
Curbside Drop-Off (California Only)
What It Is: Delivery to your property's curbside, with final placement at a suitable flat space as determined by our team.
Ideal For: Customers who prefer a direct yet efficient delivery option, handling the unpacking and installation themselves.
Ground Shipping
What It Is: Standard shipping for smaller items such as material samples, covers, or standalone accessories.
Carriers: Utilizing UPS ground or USPS for a swift and secure delivery to your doorstep.
Complimentary LTL Curbside Freight
What It Is: Free curbside shipping for any fire feature orders within the contiguous US, ensuring safe transit.
Details: Products are securely crated for protection. Allow additional transit time based on location, on top of product lead time.
For more detailed information on each option and to determine the best choice for your order, please visit our dedicated Delivery and Shipping page.
RETURNS AFTER DELIVERY OR SHIPMENT
Should you need to return a product after delivery or shipment, Lumacast offers a 14-day window from the date of delivery for initiating the return process. To begin, please reach out to us via info@lumacast.com or by calling 888-710-1026. As part of the return process, we will require photos of the product to assess its condition and approve the return. Our customer service team will guide you through this process and provide the necessary documentation. It is essential for the product to be returned in its original condition and packaging to ensure eligibility for your return.
Please be aware that the "Free Shipping" included with your original order represents a cost Lumacast absorbed to deliver the product to you. In the event of a return, you will be responsible for the cost of shipping the product back to us. This return shipping cost is separate and will be deducted from your refund, in addition to a 25% restocking fee.
For clients who opted for our White Glove Service at the time of delivery, it's important to note that the original delivery fees are non-refundable. For returns originating from California, a $250 pickup fee applies, which will be deducted from your refund along with the restocking fee. For returns from Arizona, Colorado, Oregon, Utah, and Washington that initially utilized our white-glove service, the service fee cannot be refunded. In these cases, Lumacast will send a return crate for the product, and the costs associated with the return crate materials and the freight for shipping to and from the specified address will also be deducted from your refund, along with the 25% restocking fee.
DAMAGED GOODS
You are responsible for inspecting all merchandise, if an item arrives damaged please document it and notify us within two (2) days of receipt and we will make arrangements for a replacement or refund as necessary.
No re-stocking fees or return shipping charges apply to damaged or defective products. Please contact us at info@lumacast.com or 888-710-1026 to report damaged or defective items.
DENIED RETURNS
If a returned item is damaged, used, scratched, burned, broken, or otherwise not in a condition suitable for resale, we reserve the right to deny the refund and return the product to you. This does not include items damaged upon arrival. To avoid this, please use adequate packing materials and retain all original packing materials (pallet, crate, wrapping, etc.). Note that disposing of packaging may affect your eligibility for return/replacement.
ARBITRATION AND GOVERNING LAW
Any disputes or disagreements stemming from this Agreement shall be conclusively resolved through binding arbitration situated in San Diego, California, and shall be governed by the laws of the State of California.
This Agreement, inclusive of all terms herein, delineates the complete understanding between You and Lumacast concerning your purchases. For additional information or to facilitate a return, please reach out to us via info@lumacast.com or at (888) 710-1026.