Refund policy

By placing an order through Lucia Living, you agree to the terms below. These policies explain our cancellation, return, exchange, and refund procedures and apply to orders placed on lucialiving.ca for delivery in Canada.

Conditions for Returns and Refunds

You may request a return or refund within 30 days of receiving your order .

Returned items must be:

  1. In their original packaging
  2. Unused, uninstalled, and in resellable condition
  3. Returned with all accessories and manuals included

Products made to your specifications cannot be returned once production has begun. Certain custom-made products may be final sale and ineligible for cancellation, return, or exchange. Bulk orders and accessories (e.g., bulbs) are non-returnable.

Order Cancellation

Standard orders may be canceled free of charge within 24 hours of purchase, provided they have not entered production or fulfillment. Email support@lucialiving.ca with your order number as soon as possible.

Products made to your specifications cannot be canceled once production has begun.

Order Modification

You may modify a standard order (color, size, address, phone number, etc.) within 24 hours of purchase, provided it has not entered production or fulfillment. Products made to your specifications cannot be modified once production has begun. Once shipped, no modifications can be made.

Returns

You must confirm that the products received are correct and in good condition within 7 days of delivery.

To initiate a return, contact support@lucialiving.ca within 30 days of receipt. We cannot accept return requests after this period.

Please contact us before returning an item to obtain return instructions.

Important:

  • After your return is approved, you will receive a return approval email with instructions on how and where to send the package.
  • Approved returns must be shipped back within 7 days after authorization.
  • Items sent back without prior approval will not be accepted.

Items that are used, installed, stained, damaged by the customer, or incomplete will not be accepted. This does not apply to confirmed shipping damage or manufacturing defects.

Non-returnable items and non-refundable charges:

  1. Products made to your specifications once production has begun, and certain custom-made products confirmed as final sale before production
  2. Light bulbs or accessories
  3. Bulk purchases (three or more units of the same product)

Note: Due to variations in screen settings, manual measurements, product improvements, manufacturing processes, material characteristics, or differences between production batches, slight differences in color, size, finish, or other details may occur. Variations that do not materially affect the product’s function, installation, or overall appearance are not considered defects or incorrect items.

How to Initiate a Return

  1. Email support@lucialiving.ca with your order number, reason for return, and item details.
  2. Our team will review your request and respond with a return approval email and return instructions.
  3. Once approved, ship your item(s) within 7 days using a trackable carrier service. 
  4. After shipping your return, email us:
    • Photos of the securely packed return
    • A photo of your shipping label
    • The tracking number
    • A link to the carrier’s tracking page
  5. Upon receiving your return, we will inspect it and notify you whether it qualifies for a refund.

Refunds

Refunds are processed after we receive and verify your returned items.

Once our warehouse has received and inspected the returned package, we will process your refund within 1-5 business days.

Shipping-related charges already incurred are non-refundable.

Estimated posting times after the refund is issued:

  1. PayPal refunds: 1–3 business days
  2. Credit or debit card refunds: 1-5 business days

Actual posting times may vary depending on your bank or payment provider. Due to currency fluctuations, the final refunded amount may vary slightly.

If you have not received your refund: check your bank/PayPal account; contact your card issuer or bank; if still unresolved, email support@lucialiving.ca.

Exchanges

We offer exchanges within 30 days of delivery, subject to availability and eligibility.

How to request an exchange:

  1. Email support@lucialiving.ca with your order number and details of the product you wish to exchange.
  2. Follow the return process for the original item. Once the return is received and approved, we will ship the new product.

For style/size preference exchanges: you are responsible for return shipping of the original item. If the new item costs more, you pay the difference; if less, the difference is refunded.

For confirmed shipping damage or manufacturing defects, we will first offer replacement parts or a full replacement at no additional cost, including shipping where applicable.

Parcels Damaged In Transit

Please inspect your order as soon as possible after delivery. If you discover damage caused during shipping, email support@lucialiving.ca within 7 days of delivery and include your order number, photos of the damaged item, photos of the inner and outer packaging, and a brief description of the damage. Keep all packaging for carrier inspection.

If the issue is confirmed to be shipping damage or a manufacturing defect, we will first offer replacement parts or a full replacement at no additional cost, including shipping. If glass or shade parts arrive damaged, we will send replacements free of charge where possible.

Missing Parts

If any component is missing, contact support@lucialiving.ca as soon as possible with your order number, photos of everything received, and a description of the missing component. Once confirmed, we will send the missing part at no additional cost.

Multiple Packages

Some orders ship in multiple packages. Packages from the same order may arrive on different days. If you have received only part of your order, contact us with your order number and we will check all tracking.

Incorrect Item Received

If you believe the product differs significantly from your order, contact support@lucialiving.ca within 7 days of delivery with your order number, clear photos of the product, packaging, and product label.

If the product is confirmed incorrect due to our error, you will not be required to bear the related return shipping cost.

Warranty

Most Lucia Living products include a 2-year limited warranty beginning on the delivery date shown in the carrier’s tracking record.

The warranty does not cover:

  1. Damage caused by accidents, misuse, abuse, or negligence
  2. Normal aging, wear, or changes in natural materials
  3. Customer-caused or accidental damage
  4. Products purchased through third-party online auction sites

Specific warranty details:

  1. Rechargeable LED table lamps: 3 months. Full replacement at no charge; customer pays shipping.
  2. LED bulbs, LED light sources, and LED drivers: 6 months. Replacement components at no charge; customer pays shipping.
  3. Other components of LED fixtures: 2 years. Replacement components at no charge; customer pays shipping.
  4. Fixtures using non-LED light sources: 2 years. Replacement components at no charge; customer pays shipping.

To submit a warranty claim, email support@lucialiving.ca with your order number, description of the issue, and clear photos or videos.

Restocking Fee

We do not charge any restocking fees.

 

 

Q&A

Will you send me a return shipping label?
No. After approval, we send a return approval email with return instructions. 

The item is damaged when I receive it?
Contact us within 7 days with photos of the item and packaging. Damaged glass/shades are typically handled with free replacement parts first.

The item received is not the same product as my order?
Report within one week of receipt with photos. If confirmed as our error, we will cover related return shipping for the incorrect item and provide the correct product or a suitable resolution.

Can I refuse delivery after the item has shipped?
Once shipped, we cannot stop it. 

Returned items arrive damaged?
Please pack securely. If the returned item is damaged in transit due to insufficient packing, we may be unable to refund. File a claim with your carrier if needed.

When will I receive the refund?
After we receive and inspect the eligible return, refund processing typically completes within 3–5 business days; bank/card posting may take additional time.

Manufacturer defects?
We may repair or replace damaged parts/glass or other defects under warranty or defect review.

During working days our customer service will reply within 24 hours. On weekends and holidays, replies may take 24–48 hours. Please check inbox and spam after emailing us.

If you have any questions about this Return & Refund Policy, contact support@lucialiving.ca.