Returns, Refunds & Exchanges
At TrueLumens, we stand behind our products and keep our policies straightforward, transparent, and fair.
Return Window
We accept returns within 30 days of delivery. If 30 days have passed since delivery, we are unable to accept a return for a refund or exchange.
Start a Return (RMA Required)
To initiate a return or exchange, email support@truelumens.com to request an RMA (Return Merchandise Authorization).
- Returns must include an RMA to be processed correctly
- Returns sent without an RMA may be delayed, refused, or returned to sender
- Return addresses may vary by product and location — please wait for instructions before shipping anything back
Return Eligibility
To be eligible for a return or exchange, items must be:
- Unused and uninstalled (never installed)
- Returned with all original parts, accessories, hardware, and components included
- In condition suitable for inspection and resale
Packaging may be opened, but the product must remain unused, uninstalled, and complete. Returns may be denied or subject to a reduced refund if an item shows signs of use, installation, missing parts, or damage not caused by shipping.
Non-Defective Returns
We accept returns for non-defective items within the 30-day return window, provided the product is unused, uninstalled, and complete.
Non-defective returns include, but are not limited to:
- Ordering the wrong item
- Compatibility or application issues
- Performance expectations
- Insufficient sunlight at the installation location
- Changes to the project or installation plan
Because solar lighting performance depends heavily on installation conditions, we strongly recommend reviewing the sunlight requirements listed on each product page before purchasing. If you're unsure whether your location is a good fit, email us before ordering — we're happy to help confirm compatibility.
Defective Items (Warranty Evaluation)
If you believe your product is defective, contact support@truelumens.com to begin troubleshooting and request an RMA.
A product is considered defective when it fails under normal use and proper installation conditions. Issues caused by environmental or installation factors are not considered defects, including but not limited to:
- Insufficient sunlight or excessive shade at the install location
- Nearby light sources interfering with the photocell sensor
- Incorrect placement or improper installation
- Physical damage, modification, or misuse
If inspection is required, the product must be returned to True Lumens™ for evaluation. If the product is determined not to be defective, it will be treated as a non-defective return if its within 30 days of original order delivery date and return shipping costs remain the customer's responsibility, otherwise it will be returned to the customer at the customer's expense.
Return Shipping & Labels
For non-defective returns, return shipping is the customer's responsibility.
- You may ship using any carrier of your choice
- We strongly recommend shipping with tracking and retaining your receipt
- If preferred, we can provide a prepaid return label upon request — the label cost remains the customer's responsibility and will be deducted from your refund
For warranty evaluations, return shipping is handled as outlined in the Warranty Support section below.
Shipping Fees & Refunds
Original shipping fees are non-refundable.
- Orders under $100 include a flat $14.99 shipping fee. If returned, you will be refunded the product price (and applicable tax), but the $14.99 shipping fee is not refunded
- Orders $100 and up ship free. Since no shipping fee is charged, there is no outbound shipping fee to deduct from your refund
Refunds
Once your return is received and inspected, we will notify you by email with approval or rejection.
If approved:
- Refunds are issued to the original payment method
- Refunds are processed within 7 business days after inspection
- Your bank or card issuer may take additional time to post the credit
Refunds cover the returned item price and applicable tax, excluding any original shipping fees.
Refunds may be reduced or denied for items showing signs of use, installation, missing components, or damage not caused by shipping.
Exchanges
We accept exchanges within 30 days of delivery, provided the item meets the eligibility requirements above. To start an exchange, email support@truelumens.com with your RMA request and the item you'd like to exchange for.
Warranty Support
Installed or used items are not eligible for return. If an installed product is malfunctioning, we will assist through the applicable warranty process.
Warranty shipping:
- Within 30 days of delivery — if troubleshooting indicates a likely defect, we will provide a prepaid return label for inspection. If the defect is confirmed, we will repair or replace the item and cover shipping back to you
- After 30 days — the customer is responsible for shipping the product to us for inspection. If the defect is confirmed, we will repair or replace the item and cover shipping back to you
We do not reimburse expedited or premium shipping services chosen by the customer. Repairs or replacements typically ship within 7–14 business days after we receive the item.
Damaged in Transit
If your order arrives damaged due to shipping, email support@truelumens.com within 5 business days of delivery with photos of:
- The product damage
- The packaging
- The shipping label
We will guide you through the fastest resolution.
Items Not Eligible for Return
The following are not eligible for return or refund:
- Items outside the 30-day return window
- Items that are used, installed, or incomplete
- Items marked Final Sale on the product page
Gifts
If the item was purchased as a gift and shipped directly to you, an approved return may be issued as store credit for the value of the returned item. Otherwise, refunds are issued to the original purchaser.
Questions?
Email us at support@truelumens.com and we'll get back to you promptly.
***By placing an order with True Lumens™ (www.truelumens.com) you agree to our Policies, Terms, & Conditions.