At Lusvane, we are dedicated to delivering refined lighting and a seamless experience. Each product is carefully inspected before shipment, but we understand that returns may occasionally be needed. Our policy ensures a smooth and transparent process for every customer.

30-Day Return Window
You may request a return within 30 days of delivery if the item is:
• Unused and uninstalled
• In original condition and packaging
• Including all tags, inserts, manuals, and components

Returns requested after 30 days cannot be accepted.

How to Start a Return
Email us at support@lusvane.com with:
• Order number
• Reason for return
• Photos or video (if applicable)

Once approved, you will receive the return address and instructions.

Please include inside the package:
• Order number and contact details
• Product name and quantity
• Reason for return

Use secure packaging to prevent damage during transit.

Return Shipping
Defective, damaged, or wrong item – Lusvane covers shipping.
Change of mind or preference – Customer covers round-trip shipping and duties.

We recommend using a tracked shipping service. Lost return parcels cannot be refunded.

Refund Process
Once the returned item is received and inspected:

Approved returns – Refund will be issued to the original payment method within 5–10 business days (up to 30 days depending on your bank).
Rejected returns – If the item shows signs of use, installation, or damage, it will be returned to you without refund.

Shipping fees are non-refundable unless the error was ours.

Late or Missing Refunds
If your refund is delayed:

  1. Check your bank or card statement.

  2. Contact your bank or card issuer (processing times vary).

  3. Email us at support@lusvane.com and we will assist you.

Exchanges
We offer exchanges for defective or damaged items.

Process:

  1. Submit a return request.

  2. Specify replacement details.

  3. Once received and inspected, we will ship your replacement.

If the replacement is unavailable, a refund will be issued.

Non-Returnable Items
• Custom or made-to-order items
• Final-sale or clearance items
• Installed or used products
• Items not in original condition or packaging
• Gift cards

Damaged Orders
Visible damage on delivery: Reject the package and ask the courier to note the damage. Contact us immediately.

Concealed damage after delivery: Report within 48 hours with your order number and photos or video of the product and packaging.
Do not dispose of packaging until the case is resolved.

We will arrange a replacement or refund based on your preference.

We are here to make your experience smooth and stress-free.
For any assistance, contact support@lusvane.com
Lusvane — formed in light, guided by simplicity.

Frequently asked questions
What types of credit card payments do you accept?

Lusvane accepts Visa, MasterCard, American Express, Maestro and UnionPay credit cards. Here is a list of Valid Payment Methods.
What should I do if my payment method is declined at checkout?

If your payment is declined, it may be due to factors such as incorrect billing details, insufficient funds, or fraud protection measures by your card issuer. Start by reviewing your card information for accuracy. If the issue persists, please contact Lusvane Customer Service for assistance.
When will I get my order?

We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Can I change or cancel my order?

Once Lusvane receive your order, we begin processing it right away, so changes or cancellations may not always be possible. Additionally, orders cannot be modified online after they’ve been placed.

However, we understand that situations may arise where you’d like to request a change or cancellation. If this happens, please contact Lusvane Customer Service as soon as possible. We will do our best to accommodate your request.

If your order has already shipped before the cancellation or change is confirmed, you can return the item in accordance with our Return Policy. Please note that certain items, especially non-returnable ones, cannot be canceled.
Do all of your items ship from Europe?

Lusvane operates multiple warehouses globally, including facilities in the Europe and China. Your items will ship from the nearest warehouse that stocks your order.
Are customs taxes covered?

Lusvane covers all customs taxes for your orders. Whether you’re shopping locally or internationally, you can enjoy a seamless experience without worrying about unexpected customs fees.
Do your products come with a warranty?

Yes, Lusvane proudly stands behind the quality of our products. We offer a One-Year Warranty that covers defects in materials or workmanship. If you discover such a defect within one year of purchase, we will repair or, at our discretion, replace the product at no additional charge.

Please note:

  • The warranty does not cover defects, breakage, or malfunctions caused by mishandling or improper use of the product.
  • Light bulbs included with the product are not covered under this warranty.
Can I customize a product?

While most items are sold as-is, we’re happy to explore customization options for bulk or special orders. Contact Lusvane Customer Service to discuss your requirements.
Do you offer discounts for bulk orders?

Yes, Lusvane offers special discounts for bulk purchases through our Trade Professionals Program, designed for qualified trade professionals such as designers, architects, and contractors.

Key benefits include:

  • Exclusive discounts on large orders.
  • Personalized support from a dedicated trade account manager.
  • Free and straightforward enrollment via our website.

If you need a quotation for a substantial purchase, our trade account managers are ready to assist.
How can I view an order I’ve placed?

Log into your Lusvane account and navigate to your Order History. If you’re unable to locate your order, please contact Lusvane Customer Service for help linking the order to your account.