Returns & Refund Policy

Return window

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

To begin a return, please use our Returns Portal or contact Lumen Row before sending an item back. Returns sent without authorization may not be accepted.

Order cancellation

Orders may be cancelled free of charge within 12 hours of being placed by contacting us at support@thelumenrow.com.

After the 12-hour window, your order may already be processing and may no longer be eligible for cancellation. Once delivered, eligible items may still be returned under this policy.

What condition must the item be in?

Returned merchandise must be:

• Unused
• In its original condition
• In the original packaging
• Complete with all included parts, accessories, manuals, and other materials

Items showing signs of use or missing original packaging or components may not qualify for a full refund.

Non-returnable items

The following items are not eligible for return:

• Personalized or custom-made products
• Sealed hygiene products once the seal has been broken
• Gift cards

Any additional product-specific return restrictions will be clearly disclosed before purchase.

Who pays for return shipping?

For standard returns, such as a change of mind or preference, return shipping costs are the responsibility of the customer.

The cost will vary depending on the product, package size, destination, and carrier.

If you received an item that is damaged, defective, or incorrect, Lumen Row will cover the applicable return shipping cost.

Please contact us before arranging return shipping so we can provide the correct instructions.

Are there any restocking fees?

No. Lumen Row does not charge restocking fees.

Where do I send my return?

Returns must first be authorized through our Returns Portal or by our customer service team.

Our U.S. returns are processed through the ReturnPro returns center in Fort Worth, Texas.

Lumen Row Returns
7100 Oak Grove Road
Fort Worth, TX 76140
United States

Do not send merchandise to this address without first completing the return process and receiving return instructions.

My item arrived damaged or defective. What should I do?

If your item arrives damaged, defective, or incorrect, contact us within 30 days of receiving your order.

We may request photographs or other information so we can resolve the issue.

Depending on the circumstances, we will provide an appropriate resolution, which may include a replacement or full refund at no additional cost to you.

Exchanges

Eligible items may be exchanged for another available variant of the same product.

For preference-based exchanges, the customer is responsible for applicable return shipping costs. If Lumen Row or our fulfillment partner sent the wrong item or variant, we will cover the applicable shipping costs.

All exchanges are subject to product availability.

How long does a refund take?

Once your return has been received and inspected, approved refunds are processed within 5 business days.

Refunds are issued to the original payment method.

Depending on your bank or payment provider, it may take an additional 3 to 5 business days for the refund to appear on your statement.

Partial refunds and Keep It resolutions

In some situations, Lumen Row may offer a partial refund or another resolution that does not require the item to be physically returned.

We will always communicate the available option to you before processing a partial refund.

Questions?

Email: support@thelumenrow.com
Phone: (629) 288-6241

Customer Service Hours:
Monday to Friday, 9:00 AM to 5:00 PM Central Time