Simple & Transparent Returns

 Everything you need to know about our return process in three easy steps.

30-Day Window

Initiate your return request within 30 days of delivery for any unused, uninstalled fixtures in their original packaging.

Quick Authorization

Email our support team with your order details to receive your Return Authorization and return shipping instructions.

Fast Refunds

Once your item is received and inspected at our facility, your refund is promptly issued back to your original payment method.

Returns & Refunds

Returns & Refunds

At Lucera, we want you to love your lighting. If a fixture isn't the right fit for your space, we are here to ensure your return process is as smooth and straightforward as possible.

This policy outlines how returns, exchanges, cancellations, and refunds are handled for all purchases made through Lucera.

1. Quick Summary

  • Return Window: Must be initiated within 30 days of delivery.
  • Eligible Condition: Unused, uninstalled, in original packaging with all internal protective inserts and components intact.
  • Return Shipping: Customer is responsible for return shipping on standard (change-of-mind) returns. Tracked shipping is required.
  • Restocking Fees: Up to 15%–30% may apply if items show signs of handling, missing parts, or damaged packaging upon return inspection.
  • Damaged in Transit: Report within 48 hours with photos for an expedited, free replacement.
  • Support Contact: support@lucera.com.au

2. Return Eligibility & Conditions

To qualify for a standard return or exchange, items must meet the following criteria:

  • The fixture must be completely uninstalled, unaltered, and unused.
  • Must be returned in the original manufacturer packaging, including all internal foam, protective wrapping, accessories, and instruction manuals.
  • Must be returned in resalable condition, as determined upon our warehouse inspection.

Note: Fixtures may be carefully inspected or unboxed to view finish and scale prior to installation, provided they have not been wired, mounted, or modified.

3. Non-Returnable & Final Sale Items

The following items cannot be returned or refunded:

  • Installed fixtures: Any item that has been connected to electrical wiring, mounted, or assembled.
  • Altered items: Any fixture with cut cords, trimmed suspension rods, or modified finishes.
  • Custom / Bespoke pieces: Custom sizing, made-to-order fixtures, or special-order finishes.
  • Open-box or Clearance items: Marked as final sale at checkout.
  • Items returned without original packaging or missing parts.

(If a final-sale or custom item arrives damaged or defective, it is fully covered under our replacement policy below).

4. How to Initiate a Return

  1. Contact Us: Email support@lucera.com.au within 30 days of delivery with your Order Number, the item(s) you wish to return, and the reason for return.
  2. Return Authorization (RA): Once approved, our team will provide a Return Authorization number and the appropriate return warehouse address. (Do not send items back without an authorized RA).
  3. Pack & Ship: Securely repackage the item in its original box with all internal padding. Ship via a trackable, insured courier service of your choice and provide the tracking number to our support team.

5. Return Shipping & Restocking Fees

  • Standard Returns: Return shipping costs are the responsibility of the customer. Because lighting fixtures are fragile and require careful transit, we strongly recommend purchasing shipping insurance with your carrier.
  • Restocking Fees: To cover inspection, repackaging, and restocking of specialized architectural lighting:
    • 0% – 5%: Returned in immaculate, unopened/pristine condition.
    • 15%: Returned with damaged original packaging, opened parts bags, or minor signs of handling.
    • Up to 30%: Returned missing internal packaging, hardware, or requiring extensive repackaging to be resalable.

6. Damaged in Transit, Defects & Replacements

We take extreme care in packaging delicate glass and brass fixtures, but transit damage can occasionally occur.

  • Reporting Window: If an item or glass component arrives broken or defective, you must notify us within 48 hours of delivery at support@lucera.com.
  • Required Documentation: Please include your Order Number, a brief description of the issue, and clear photos/videos of both the damaged item and the shipping box/shipping label.
  • Resolution: Once verified, we will immediately dispatch replacement parts, replacement glass shades, or a full replacement fixture at zero cost to you.
  • Labor Costs: Lucera is not liable for and does not reimburse any third-party electrician fees, installation charges, or labor costs under any circumstance.

7. Order Cancellations

We process orders rapidly to ensure fast dispatch.

  • Cancellation requests must be submitted immediately by emailing support@lucera.com.au
  • Once an order has entered fulfillment or has been dispatched (typically within 24–48 hours), it cannot be canceled and must be processed as a standard return once received.

8. Refunds & Processing Times

  • Once your return package is delivered to our inspection facility, please allow 3–7 business days for our team to inspect the condition of the fixture.
  • Upon approval, your refund (minus any applicable original shipping or restocking fees) will be processed back to your original payment method.
  • Please allow 3–10 business days for your financial institution to post the funds back into your account.

9. Refused Deliveries & Undeliverable Parcels

If a shipment is refused upon delivery, unclaimed, or returned to sender due to an incorrect address provided at checkout:

  • The refund will be processed only once the package is returned to our facility.
  • Applicable return shipping fees and handling charges will be deducted from the final refund amount.

10. Contact Us

For any return, refund, or warranty inquiries, our team is here to assist you:

  • Email: support@lucera.com.au
  • Hours: Monday – Friday, 9:00 AM – 5:00 PM (AEST)