At Lumen Optics, we want you to be happy with your purchase. If you are not satisfied, this policy explains how returns, refunds, and exchanges work.

Return window:

You may request a return, refund, or exchange within 30 days of delivery.

To qualify, your item must be returned within this period and follow the conditions below.

Eligibility for returns:

To be eligible for a return, the item must:

Be unused and in the same condition as received.

Be in the original packaging.

Include all accessories, manuals, and included items.

Be accompanied by proof of purchase.

Items that have been used, altered, damaged by the customer, or returned without the required packaging or accessories may not be accepted.

How to request a return:

To start a return, please contact our customer support team at support@lumenoptics.co.za with your order number and reason for return.

If your item is damaged, defective, or incorrect, please contact us within 48 hours of delivery and include clear photos of the issue.

Refunds:

Once we receive your return, we will inspect it and notify you if your refund is approved.

If approved, your refund will be processed to your original payment method within 14 business days.

Please note that bank or card processing times may vary.

Exchanges:

If you need an exchange, we will send the replacement item once the returned item has been received and inspected.

If the item you received was incorrect or faulty, we will arrange the exchange at no additional cost to you.

Damaged or defective items:

If your order arrives damaged or defective, we will replace the product or issue a refund at no extra cost, provided that you notify us within 48 hours of delivery.

Please include photos of the damaged item and packaging to help us resolve the issue quickly.

Non-returnable items:

The following items cannot be returned:

Custom-made or specially ordered items.

Items damaged due to misuse, improper handling, or modification after delivery.

Return shipping:

Where a return is approved, we will confirm whether return shipping is covered or whether the customer is responsible for returning the item.

If the return is due to our error, such as a wrong or defective item, we will cover the return cost.

Contact details:

If you need help with a return, contact us:

Tel: 063 265 9003
E-mail: support@lumenoptics.co.za
Address: 11 Freda Rd, Bromhof, Randburg, 2154