Returns Policy and Damage Support

At Outluma, we want you to be confident in your purchase. We review returns, transit damage, missing parts, and product issues individually. Please contact support@outluma.com before sending anything back so we can guide you through the process.

Order changes and cancellation

Contact us as soon as possible if you need to cancel or change an order. Once an order has been prepared for shipment or handed to a carrier, cancellation may no longer be possible.

30-day returns

Unused items may be returned within 30 days of delivery when approved in advance. Returned products must be in original condition with all parts, manuals, accessories, and original packaging included. Contact support@outluma.com to start a return and receive return instructions.

Return shipping

For returns that are not due to a product issue, the customer is responsible for return shipping. We do not charge a restocking fee on approved returns. Large outdoor products may require freight or oversized parcel shipping; we will help arrange the most practical return method when your return is authorized.

Damage or missing parts

If your item arrives damaged or with missing parts, email support@outluma.com with your order number, product name, photos of the packaging, photos of the affected area, and a short description of the issue. Please keep all packaging until your case has been reviewed. For issues that are our responsibility, we will make it right.

How we resolve issues

Depending on the issue and case review, eligible claims may be resolved with replacement parts, a replacement unit, a repair solution, or a refund. We will work with you to find the right outcome.

What is not covered

Returns may not be eligible in cases such as: returns requested without prior approval; returns outside the 30-day window; items that have been installed, assembled in a way that prevents safe return shipping, or used outdoors for an extended period; damage caused by improper use such as impact, scratching, liquid exposure, unauthorized modification, unsuitable environment, or incorrect installation or operation; and damage from events outside anyone's control such as fire, flood, earthquake, or power surges.