OVERVIEW

This Refund & Return Policy explains the rules that apply to order cancellations, change-of-mind returns, made-to-order products, custom products, samples, damaged or incorrect products, refund processing, and return authorization.

Because many Luce Spaces products are heavy, fragile, made from natural stone, produced to order, or shipped in protective crates, all returns require prior written authorization.

Order-specific quotations, invoices, drawings, specifications, or written agreements may include additional terms. If an order-specific written term conflicts with this Policy, the order-specific written term will govern for that order, subject to applicable law.

SECTION 1 — RETURN AUTHORIZATION REQUIRED

Customers must contact [email protected] to receive written return authorization and carrier instructions before sending any product back.

Submitting a return request does not automatically authorize the return.

To ensure safe processing, all authorized returns must be shipped to our designated Stone Mountain fulfillment center. Luce Spaces does not accept unannounced walk-in or in-person return drop-offs. Returns must be handled by mail, parcel carrier, freight carrier, or arranged carrier pickup.

SECTION 2 — ELIGIBLE CHANGE-OF-MIND RETURNS

Eligible standard catalog products and made-to-order products that are not truly custom may be requested for a change-of-mind return within fifteen (15) calendar days after delivery of the applicable product.

For partial or separate shipments, the fifteen-day period begins separately from the actual delivery date of each applicable product or shipment portion.

The fifteen-day period is the deadline for submitting the return request. An authorized return does not need to arrive back within that fifteen-day period.

The return request should include:

• the order number;
• the product being returned;
• the reason for the return;
• current photographs of the product;
• photographs of the crate and protective packaging where applicable; and
• any other information reasonably requested by Luce Spaces.

SECTION 3 — RESTOCKING FEE

Approved change-of-mind returns are subject to a twenty-five percent (25%) restocking fee.

The restocking fee is calculated on the actual merchandise price paid by the customer after any applicable product discount.

The restocking fee does not apply to sales tax, outbound shipping charges, return shipping charges, or separately purchased service fees.

The 25% restocking fee is waived for verified claims involving transit damage, a defective product, an incorrect product, an incorrect quantity, or a material error by Luce Spaces relative to approved written specifications.

SECTION 4 — CHANGE-OF-MIND RETURN TRANSPORTATION

For an approved change-of-mind return, the customer is responsible for the actual return transportation cost.

The customer may either:

1. arrange an approved parcel or freight carrier and pay the carrier directly; or
2. request Luce Spaces to arrange carrier pickup or freight transportation, in which case the customer-responsible transportation cost will be disclosed in advance and may be paid separately or deducted from the approved refund.

When a verified damaged, defective, incorrect, or otherwise Luce-caused product must be returned, Luce Spaces will provide or reimburse reasonable return transportation.

SECTION 5 — PRODUCT CONDITION REQUIREMENTS

To qualify for an approved change-of-mind return, the product must be:

• unused;
• uninstalled;
• undrilled and uncut;
• unmodified;
• undamaged after delivery;
• in resalable condition; and
• complete with all original components, accessories, supports, and protective materials.

Products that have been installed, drilled, cut, connected to plumbing, altered, refinished, sealed, assembled, or otherwise modified are not eligible for a change-of-mind return.

This restriction does not eliminate a valid claim involving verified transit damage, a defect, an incorrect product, an incorrect quantity, or an issue that existed before installation or modification.

SECTION 6 — ORIGINAL CRATE AND PROTECTIVE PACKAGING

Opening a package or crate for inspection does not by itself make a product ineligible for a change-of-mind return.

However, an approved change-of-mind return must be prepared using the original crate and original protective packaging, supports, accessories, and components when those materials were supplied with the product.

The packaging must remain suitable for safe return transportation.

The original-packaging requirement applies to change-of-mind returns and will not by itself invalidate a verified damage, defect, incorrect-product, incorrect-quantity, or Luce-error claim.

SECTION 7 — PARTIAL RETURNS AND MATCHED MATERIAL

A customer is not required to return every product in a multi-product order merely because one product is being returned.

However, partial change-of-mind returns are not accepted from within a quantity-based, lot-based, batch-based, matched-material, or similar purchase where the products were supplied as one applicable order line, lot, or matched batch.

In those circumstances, the return must cover the complete applicable order line, purchased lot, or matched batch.

Exceptions may be made when expressly agreed in writing or when a claim involves verified damage, defect, incorrect quantity, or another error attributable to Luce Spaces.

SECTION 8 — READY-TO-SHIP ORDER CANCELLATIONS

Standard ready-to-ship products may be canceled for a full refund before the product has been transferred to the carrier.

Once the product has been transferred to the carrier, the order can no longer be canceled and will instead be subject to the applicable return provisions of this Policy.

SECTION 9 — MADE-TO-ORDER PRODUCTS

A made-to-order product is a catalog product produced or prepared after an order is placed using standard catalog dimensions or specifications.

If a made-to-order order is canceled before production or preparation begins, it may be canceled for a full refund.

After production or preparation begins, cancellation requests are reviewed on a case-by-case basis. A full refund is not guaranteed, and non-recoverable material, labor, production, design, or other order-specific costs already incurred may be considered.

After shipment, a made-to-order product that is not truly custom remains subject to the standard change-of-mind return rules in this Policy.

SECTION 10 — TRULY CUSTOM PRODUCTS

A truly custom product is produced according to customer-specific dimensions, colors, finishes, materials, openings, drilling, cutouts, drawings, or other customer-approved bespoke specifications.

If a truly custom order is canceled before production begins, it may be canceled for a full refund.

After customer-approved specifications have been confirmed and production has begun, cancellation requests are reviewed on a case-by-case basis. A full refund is not guaranteed, and non-recoverable design, material, labor, production, or other order-specific costs may be considered.

After shipment and delivery, a correctly supplied and undamaged truly custom product that materially conforms to the approved written specifications is not eligible for a change-of-mind return.

This restriction does not apply to verified transit damage, defects, incorrect products, incorrect quantities, or material errors by Luce Spaces relative to approved written specifications.

SECTION 11 — SAMPLES

Sample return and refund requests are reviewed on a case-by-case basis.

Approval of a return, refund, replacement, store credit, or other resolution is not guaranteed.

Sample fees are separate from the final product price unless Luce Spaces expressly offers a credit through a promotion, quotation, invoice, or written confirmation.

Customers must receive written authorization before returning any sample.

SECTION 12 — NATURAL STONE VARIATION

Natural stone is inherently unique. Variations in color, tone, veining, pattern, texture, mineral markings, pores, pits, fissures, and other naturally occurring characteristics are normal features of the material and are not considered defects by themselves.

Product photographs, renders, and samples represent the general appearance and character of the material. The delivered product should not be expected to match another stone piece, sample, render, or website image exactly.

This section does not apply to verified structural damage, transit damage, an incorrect product, a material manufacturing defect, or a product that materially fails to conform to customer-approved written specifications.

SECTION 13 — PRE-SHIPMENT PHOTOGRAPH APPROVAL

For many natural stone and custom orders, Luce Spaces may provide photographs of the actual product or selected stone before shipment. This process is not guaranteed for every product or order unless confirmed in writing.

When photographs are provided for approval, approval confirms acceptance of the visible color, tone, veining, pattern, finish, and other natural characteristics shown at that time.

Photograph approval does not waive valid claims involving transit damage, hidden or structural defects, an incorrect product, an incorrect quantity, or a material failure to conform to approved written specifications.

If customer approval is required, the order may remain on hold until approval is received. Silence is not treated as approval.

SECTION 14 — DAMAGED, DEFECTIVE, MISSING, OR INCORRECT PRODUCTS

Visible transit damage should be documented at delivery and written as “DAMAGED” or similar wording on the Bill of Lading (BOL), Proof of Delivery (POD), or delivery receipt before signing whenever possible.

Clear photographs of the crate or packaging, product, visible damage, and signed delivery document should be sent to [email protected] as soon as possible.

A clean or no-damage delivery signature does not automatically waive a concealed-damage claim where damage was not reasonably visible before uncrating.

Concealed transit damage should be reported as soon as reasonably possible, preferably within 48 hours and no later than seven (7) calendar days after delivery.

Missing items, incorrect quantities, and incorrectly supplied products should be reported within seven (7) calendar days after delivery.

The customer must retain the product, crate, pallet, and original protective packaging while the claim is reviewed.

Prompt notice and documentation help preserve carrier and supplier claims but do not limit any right that cannot lawfully be waived.

SECTION 15 — DEFECTS DISCOVERED AFTER THE CHANGE-OF-MIND WINDOW

The fifteen-day change-of-mind return period does not automatically bar a claim involving a suspected manufacturing, material, structural, or latent defect discovered later.

Customers should report such issues promptly after discovery and provide available photographs, installation information, product details, and other reasonable evidence requested for review.

Luce Spaces will review the circumstances, including the natural characteristics of the material, installation conditions, care and use, approved specifications, and available evidence.

Luce Spaces does not promise a fixed-duration commercial warranty for natural stone products unless expressly stated in writing for a particular product or order.

SECTION 16 — RESOLUTIONS FOR VERIFIED CLAIMS

If Luce Spaces verifies transit damage, a product defect, an incorrect product, an incorrect quantity, or a material deviation caused by Luce Spaces from approved written specifications, an appropriate resolution will be determined based on the circumstances and applicable law.

Possible resolutions may include:

• repair guidance;
• replacement parts;
• correction or modification;
• product replacement or remake;
• store credit where agreed;
• partial refund; or
• full refund.

The appropriate resolution may depend on the nature and severity of the issue, repairability, product availability, shipping requirements, production time, and other relevant circumstances.

Nothing in this section limits any right or remedy that cannot lawfully be excluded.

SECTION 17 — AUTHORIZED RETURN DESTINATION AND SHIP-BACK DEADLINE

To ensure a smooth return process, customers must contact our support team for authorization and specific carrier instructions before returning a product.

All authorized and eligible return shipments must be directed to our official U.S. facility at:

Luce Spaces LLC
4841 Lewis Rd, STE 1
Stone Mountain, GA 30083
United States

Note: This location operates strictly as a fulfillment center. For safety and operational reasons, in-person return drop-offs are not accepted. All returns must be shipped via an approved parcel or freight carrier.

After written return authorization is issued and carrier instructions are provided, the authorized return must be tendered to the approved parcel or freight carrier within seven (7) calendar days unless Luce Spaces confirms a different period in writing.

SECTION 18 — RETURN TRANSIT RISK AND INSPECTION

When the customer arranges change-of-mind return transportation, the customer is responsible for suitable packing, secure transportation, and insurance where appropriate.

If a change-of-mind return is damaged during return transit because of inadequate customer-provided packaging or handling and the product is no longer in the required resalable condition, the refund may be reduced or denied after inspection.

When Luce Spaces arranges the return carrier, the customer remains responsible for preparing the product using the original crate and protective materials as instructed, while Luce Spaces will coordinate any applicable carrier claim involving the arranged return transportation.

After an authorized return is delivered, Luce Spaces will inspect the product and communicate the inspection result and refund calculation.

If an approved change-of-mind return does not satisfy the disclosed return-condition requirements, the refund may be reduced or denied based on the actual condition of the returned product, subject to applicable law.

SECTION 19 — REFUND CALCULATION AND PROCESSING

For an approved change-of-mind return that originally received free standard outbound shipping, Luce Spaces will not deduct or recover the original outbound shipping cost.

For an order where the customer separately paid an outbound shipping charge, that original outbound shipping charge is non-refundable for a change-of-mind return unless otherwise required by law or agreed in writing.

Separately purchased expedited, upgraded, inside-delivery, room-of-choice, white-glove, installation, or other special-service fees are non-refundable for a change-of-mind return unless otherwise required by law or agreed in writing.

The normal change-of-mind refund calculation is the merchandise amount actually paid, less the 25% restocking fee, less any customer-responsible actual return transportation cost arranged or advanced by Luce Spaces.

A refund will not be reduced below zero solely through return or refund deductions.

After the authorized return has been delivered and inspection is complete, Luce Spaces will initiate any approved refund within seven (7) business days.

Refunds will be issued to the original payment method whenever technically possible. If the original payment method cannot be used, an alternative refund method may be agreed in writing.

After Luce Spaces initiates the refund, additional processing time may be required by the customer’s bank, card issuer, payment provider, or Shopify.

SECTION 20 — REFUSED DELIVERIES, CHARGEBACKS, AND CONTACT

Refusing delivery for a reason unrelated to documented damage or an incorrect shipment does not automatically cancel an order or create a right to a full refund.

If the product is otherwise eligible for a change-of-mind return, the applicable change-of-mind rules, restocking fee, return transportation costs, and actual carrier storage, redelivery, rerouting, or return-to-sender charges may apply.

A documented damaged or incorrect shipment will instead be handled as a verified claim and will not be subject to the 25% change-of-mind restocking fee or customer-responsible return transportation.

Customers are encouraged to contact [email protected] before initiating a chargeback or payment dispute so Luce Spaces has an opportunity to review and resolve the issue directly. Nothing in this Policy waives or restricts any lawful chargeback, payment-dispute, or consumer right.

For cancellations, returns, damage claims, missing or incorrect items, refund questions, or post-purchase support, contact:

Luce Spaces LLC
Email: [email protected]

Product questions, custom dimensions, design requests, and pre-purchase inquiries may be sent to [email protected].

SECTION 21 — UNITED KINGDOM ORDERS

For consumer orders delivered to the United Kingdom, this Section 21 applies in place of any conflicting return, cancellation, restocking fee, return destination, or refund term elsewhere in this Policy. Nothing in this section limits any statutory consumer right that cannot lawfully be excluded.

30-DAY CHANGE-OF-MIND RETURNS

For eligible standard catalog products, Luce Spaces voluntarily extends the change-of-mind return request period to thirty (30) calendar days after delivery.

Made-to-order production alone does not make a product non-returnable. A standard catalog product produced after an order is placed remains eligible under this section unless it was manufactured to customer-specific or bespoke specifications.

Truly custom or personalised products made to customer-specific dimensions, materials, finishes, drilling, cutouts, drawings, or other bespoke specifications are not eligible for change-of-mind cancellation or return after production has begun, except where applicable law provides otherwise. This does not affect claims for damaged, defective, incorrect, or non-conforming products.

NO RESTOCKING FEE

No restocking fee applies to an eligible United Kingdom consumer return under this section.

RETURN SHIPPING

For an eligible change-of-mind return, the customer is responsible for the cost of returning the product to Luce Spaces.

If the product is verified as damaged, defective, incorrect, or materially non-conforming when supplied, Luce Spaces will provide, arrange, or reimburse reasonable return transportation as appropriate.

UNITED KINGDOM RETURN ADDRESS

All authorised United Kingdom returns are sent to:

Luce Spaces – Turkey Warehouse

Servergazi Mah. 209 Sok No: 11 

20040 Merkezefendi / Denizli / Türkiye

Customers must contact [email protected] before shipping a return so that Luce Spaces can provide the appropriate return authorization, packing, customs, and carrier instructions. The return address is disclosed above and is not conditional upon authorization.

CANCELLATIONS

United Kingdom orders may be cancelled for a full refund at any time before fulfilment, unless production of a truly custom or personalised product has already begun in accordance with customer-approved specifications.

REFUNDS

For an eligible United Kingdom consumer return, Luce Spaces will not deduct a restocking fee. Any refund will be processed in accordance with applicable United Kingdom consumer law.

Where required by law, the standard outbound delivery charge paid by the customer will also be refunded. Additional amounts paid for expedited, upgraded, white-glove, or other optional delivery services need not be refunded beyond the standard delivery amount unless otherwise required by law.

Luce Spaces will process the refund within the legally required period after receiving the returned goods or acceptable evidence that the goods have been returned, as applicable.