Returns & Refunds

What is your return policy?

We want you to love your TheLumous lamp. If you’re not fully satisfied, you can return unused and unaltered items in their original condition within 14 days of delivery.

To start a return, email heye@northdoo.com with your order number and a brief explanation.

Please make sure all items are returned in their original packaging.

Return terms:

• For standard returns, we refund the product cost only
  (shipping and customs/duties are non-refundable)
• For defective or damaged items, we refund both the product cost and shipping fees
  (customs/duties are non-refundable)
• Returns are not accepted for items damaged due to misuse, accidents, modifications, or improper installation
• Returns requested after 14 days of delivery are not accepted

Gift cards are final sale and cannot be returned.

How do I start a return?

To initiate a return, please email heye@northdoo.com with:

l Your order number

l A brief explanation for the return

Once your request is approved, we’ll provide return instructions and a shipping label.

After we receive your item, it will be inspected before the refund is processed.

When will I receive my refund?

After you ship your return:

•  It typically takes 2–3 weeks to arrive at our facility
• Please allow 9–15 business days for inspection and processing

Once approved, your refund will be issued to your original payment method.

Do you offer exchanges?

We currently do not offer direct exchanges.

If you’d like a different item, we recommend placing a new order and returning the original item for a refund.

Please note that returns must be initiated within 14 days of delivery.

What if my item is damaged or incorrect?

We’re sorry if your order didn’t arrive as expected.

Please contact heye@northdoo.com with:

• Your order number
• Photos or videos showing the issue

Please keep all packaging materials until the issue is resolved.