Our Return Policy: It’s really simple.
If you are not happy with something you bought, we’ll take it back as long as it is within 7 days of when you got it and it is not a special ordered item (stock ordered upon request), customized or special configured product. The only times we don’t accept a return is if it is used or damaged by you or if the product is returned incomplete.
If the fault is on us (mixed up, faulty on arrival), we’ll of course pay for return shipping. Please contact customer service via email at firstname.lastname@example.org for more information on returning an item.
Lumen Books offers a 7-day return policy on most products. Because most merchandise is subject to the manufacturers policy and return restrictions, Lumen Books reserves the right to decline specific return requests based on those restrictions. Lumen Books makes no warranty or guarantee of compatibility of any type, implied or otherwise, on all items purchased. We encourage you to ask your Account Manager or Lumen Books Support about specific return requirements before purchasing an item.
Note: Before dispatching your order, it is our company policy to inspect all contents of the package as part of quality control to ensure full customer satisfaction upon receipt of goods. Inspection is to verify that nothing from the package is missing and that no products have been damaged before dispatch. Lumen Books must be notified within 24 hours of receipt of your order of any item that is missing, defective, physically damaged or arrives in an unacceptable condition.
“No Questions Asked” means that you do not have to give a reason to return your order, if all of the followings are true:
- You requested the return within 7 days after delivery
- You have NOT opened the packaging
- You have NOT used the product in any way
- The item is not a special ordered item (stock ordered upon request) or a customized product
We also reserve the rights not to accept a return, if:
- There are signs of product being used
- There are signs of product being damaged
- Product returned is incomplete
- You have not notified Lumen Books within 24 hours of receipt of your order of any item that is missing, defective, physically damaged or arrives in an unacceptable condition
Non-Defective Product Returns
Non-defective merchandise may be returned within seven (7) calendar days after delivery and it is not a special ordered item (stock ordered upon request), customized or special configured product. Refunds are issued via original payment type. All non-defective returns authorized by Lumen Books will be assessed a 20% restocking fee. All returned merchandise must be unused and in original unopened packaging. The packaging must be intact and have no damage whatsoever.
We will also accept a return with a 20% restocking fee deducted from the refund, if:
- The package of the product is opened but you have NOT used the product in any way
Defective Product Returns
Lumen Books must be notified within 24 hours of receipt of your order of any item that is defective or physically damaged. Lumen Books is not responsible for the cost to return defective merchandise and the product defects themselves, because we do not manufacture the products we carry. Products declared as faulty will be checked by us and/or the manufacturer. If the product is NOT found to be faulty it will be returned and an administration fee will be raised. Products found to be faulty will be repaired or replaced by the manufacturer if they fall within the product warranty period. Depending on the manufacturer and fault, returns, repair or replacement can take up to several weeks to complete. However rest assured that Lumen Books will do everything possible to expedite this process.
Warranties and Repairs
All items sold by Lumen Books are warranted solely by the manufacturer/distributor if they fall within the product warranty period listed on the product page. We encourage you to contact Lumen Books Support before purchasing an item if you have any questions about its warranty. All items needing repair should be sent to the manufacturer/distributor directly for service. If you need product support during warranty period please contact the manufacturer directly. Lumen Books does not provide any warranty and support for products we sell and is not liable if the manufacturer/distributor fails to perform warranty service. Lumen Books will not be responsible for any consequential or incidental damage resulting from the sale or use of any merchandise purchased from us. Lumen Books is not liable for any warranty support or repair beyond manufacturer product warranty period.
Lumen Books is not responsible for the cost to return defective merchandise and the product defects themselves, because we do not manufacture the products we carry. Products declared as faulty will be checked by us and/or the manufacturer. If the product is NOT found to be faulty it will be returned and an administration fee will be raised. Products found to be faulty will be repaired or replaced by the manufacturer if they fall within the product warranty period. Depending on the manufacturer and fault, returns, repair or replacement can take up to several weeks to complete.
Responsibility for Shipping Costs
All shipping and insurance charges on all RMAs (returns) must be prepaid by the customer (NO CODs WILL BE ACCEPTED). Any extra courier charges resulting from an incomplete or inaccurate address will be the responsibility of the purchaser.
Shipping and handling charges are not refundable under any circumstances. If free shipping was offered, shipping fees we covered to ship the order to you will be deducted from the refund. All assembled systems are subject to our return policies, once the assembly of the system has commenced. In addition, there will be no refund of the system assembly fees.
Products that cannot be returned
Software, memory, toners, cartridges, batteries, scanners or printer cleaning kits are not returnable under any circumstances.
All special order sales are final.
Return Process, Request RMA Number
Prior to returning any item, you must receive a Return Merchandise Authorization (RMA) number. No return of any type will be accepted without a valid RMA number. Please complete and submit an RMA Return Request Form to request an RMA number.
Once approved, you will receive an email containing instructions with your RMA number and assigned return address.
The return address will also need to be written clearly and match the assigned return address provided to you in the RMA approval email.
Packaging of Returns
All products returned MUST be 100 percent complete and contain ALL original manufacturer boxes with the original UPC code and packing materials, all manuals, blank warranty cards, accessories, and any other documentation included with the original shipment.
All merchandise returned must be enclosed in a box that meets all construction requirements of applicable freight classification. Packages received in any other type of container will be refused and will be returned to you at your expense. This includes but is not limited to items received packaged in an envelope.
Products damaged through neglect due to improper packaging or in shipment (this includes merchandise that was received and assumed defective by the customer), will void the warranty and will be returned to you non-repaired at your expense.
Computer components are sensitive instruments. To protect merchandise from shock, you will need to use a cushioning material. Foam is the best cushioning material and should be used on all sides of the merchandise inside the corrugated carton. To ensure the merchandise does not move inside the corrugated carton, make sure that you have secured the merchandise snugly with the same amount of cushioning on all sides due to the fact the carton could be dropped on any side during shipping. Seal the corrugated carton firmly using adhesive backed tape. Make sure all carton edges are sealed also to prevent any tearing. For your protection, we strongly recommend you fully insure your return shipment in case of loss or damage. Please use a carrier that is able to provide you with proof of delivery.