OVERVIEW

This Refund & Return Policy explains the rules that apply to order cancellations, change-of-mind returns, custom and made-to-order 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 custom 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.

SECTION 1 — RETURN AUTHORIZATION REQUIRED

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

Submitting a return request does not automatically authorize the return.

Unauthorized returns, unannounced drop-offs, and products sent to an unapproved address will not be accepted.

SECTION 2 — ELIGIBLE STANDARD PRODUCT RETURNS

Eligible standard, non-custom products may be requested for return within seven (7) calendar days after delivery.

The return request must include:

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

Approval is subject to the product-condition, packaging, and return-shipping requirements in this Policy.

SECTION 3 — RESTOCKING FEE AND RETURN SHIPPING

Approved change-of-mind returns of eligible standard, non-custom products are subject to a fifteen percent (15%) restocking fee.

The customer is responsible for all return shipping costs and for arranging secure, insured return transportation unless the return results from verified transit damage, a product defect, an incorrect item, or another error by Luce Spaces.

If an eligible standard order received free outbound shipping, the original outbound shipping cost will not be deducted from the refund.

Any separately purchased expedited, upgraded, inside-delivery, room-of-choice, white-glove, or other special-service fee is non-refundable unless otherwise required by law or agreed in writing.

SECTION 4 — PRODUCT CONDITION REQUIREMENTS

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

• unused;
• uninstalled;
• 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, or another issue that existed before installation or modification.

SECTION 5 — ORIGINAL CRATE AND PACKAGING REQUIRED

Approved returns must be sent back in the original crate and with all original protective packaging, supports, accessories, and components.

Products returned without their original crate and original packaging are not eligible for a change-of-mind return.

Customers should retain the crate and all packaging materials until the product has been fully inspected and the applicable return and damage-reporting periods have expired.

SECTION 6 — NO PARTIAL RETURNS

Partial change-of-mind returns are not accepted for quantity-based, lot-based, batch-based, matched-material, or similar purchases.

A return request must cover the entire applicable order line, complete purchased lot, or complete matched batch.

For example, if a customer purchases 1,000 square feet of tile, the customer may not return only 200 square feet as a change-of-mind return.

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

SECTION 7 — READY-TO-SHIP ORDER CANCELLATIONS

Standard ready-to-ship products may be canceled for a full refund at any time before the order has shipped.

Once the order has been transferred to the carrier, it can no longer be canceled and will instead be subject to this Return Policy.

SECTION 8 — MADE-TO-ORDER CANCELLATIONS

Once production or preparation of a made-to-order product has begun, cancellation requests will be reviewed on a case-by-case basis.

Cancellation approval and a full refund are not guaranteed after production has started.

Non-recoverable costs already incurred for materials, labor, design, production, or other order-specific work may be considered when reviewing the request.

SECTION 9 — CUSTOM ORDER CANCELLATIONS

Once the customer has approved custom dimensions, colors, finishes, drawings, openings, or other order-specific specifications and production has begun, cancellation and refund requests will be reviewed on a case-by-case basis.

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

Any costs already incurred for design, materials, labor, production, or other custom work may be taken into account.

SECTION 10 — CUSTOM PRODUCT RETURNS

Returns of undamaged custom products, including products made in custom dimensions, colors, finishes, materials, openings, or other customer-approved specifications, are reviewed on a case-by-case basis.

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

If an undamaged custom-product return is approved, the refund amount will be determined on a case-by-case basis.

Luce Spaces may consider non-recoverable material, design, labor, production, logistics, return-handling costs, the condition of the returned product, and its potential for resale.

Any approved refund amount or deduction will be communicated as part of the return-authorization process whenever reasonably possible.

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 — DAMAGED, DEFECTIVE, MISSING, OR INCORRECT PRODUCTS

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

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

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 also be reported within seven (7) calendar days after delivery.

The customer must retain the product, crate, pallet, and all original 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 14 — RESOLUTIONS FOR VERIFIED CLAIMS

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

Available resolutions may include:

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

The selected 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 15 — RETURN OF VERIFIED DAMAGED OR INCORRECT PRODUCTS

If Luce Spaces provides a replacement, refund, or other resolution for a damaged, defective, or incorrectly supplied product, Luce Spaces may require the original product, parts, or accessories to be returned.

When Luce Spaces requires the return of a verified damaged, defective, or incorrectly supplied product, Luce Spaces will provide or reimburse reasonable return-shipping arrangements.

The customer must retain the product and packaging until Luce Spaces confirms whether a return, inspection, carrier pickup, or disposal authorization is required.

SECTION 16 — RETURN ADDRESS

Authorized returns may be directed to:

Luce Spaces LLC
4841 Lewis Road, Suite 1
Stone Mountain, GA 30083
United States

This address accepts only returns that have received prior written authorization and return instructions from [email protected].

This location is not a retail showroom. Walk-in browsing, unannounced visits, and unauthorized returns are not accepted.

SECTION 17 — RETURN INSPECTION

After an authorized return is delivered to the approved returns address, Luce Spaces will inspect the product.

If the returned product does not satisfy the approved return conditions, Luce Spaces may reduce or deny the refund to the extent permitted by law and consistent with the written return authorization.

Luce Spaces will communicate the inspection result and any approved refund or other resolution.

SECTION 18 — REFUND PROCESSING

Luce Spaces will initiate any approved refund within seven (7) business days after the authorized return is delivered and inspected.

Refunds will be issued to the original payment method unless otherwise 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 19 — CHARGEBACKS AND PAYMENT DISPUTES

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.

SECTION 20 — CONTACT INFORMATION

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].