Frequently Asked Questions (FAQs)
- How much will the shipping cost me?
- Do you ship internationally?
- How long does it take to deliver?
- How will I receive my order?
- Is it safe to purchase from your website?
- What type of payments do you accept?
- When will my payment be processed?
- Do you have a Showroom?
- Is there a warranty or a guarantee policy?
- What is the process to cancel my order?
- If I am not satisfied can I return any items?
- What is process for returning the goods?
- What about any damages?
- I have some questions, is there someone I can talk to?
- Do you provide interior / exterior lighting design service?
- Would you be able to provide quotation for commercial or residential projects?
- What is Nu Lighting bank account details?
If you can't find the answer to your questions here please contact us and we will assist as best as we can
- How much will the shipping cost me?
- You can get a shipping quote in your shopping cart. The shipping cost will be calculated automatically by the system and displayed before your payment. We are committed to keeping shipping costs as low as possible. The actual shipping charges are calculated based on your postcode, the size of each item in your order and the quantity of each item in your order. We do not charge any handling fees. You will get free shipping if your order value is above $299*. conditions apply. Please refers to terms and condition page.
- Do you ship internationally?
- This will depend on the products and the country you are located. Please click Contact us link to send us an enquiry with the product name, product SKU / product code and quantity you need, we will check and get back to you
- How long does it take to deliver?
- Most orders are shipped from our warehouse within 3 business days of ordering. Delivery of each ordered product/s can take up to 7 business days from the date of order. Delivery may exceed 10 business days for some items that are manufactured to order or imported to order. Where this is the case, you will be notified before the order is processed.
- How will I receive my order?
- Your order may be delivered either by our courier service. We reserve the right to choose which carrier to use and this will depend on your delivery location and the size and weight of your order. If you know that you will not be at home during the day to receive your delivery, please specify this in the Delivery Instructions when placing your order.
- Is it safe to purchase from your website?
- Yes 100% safe. We use 256-bit SSL encryption when sending or receiving your private information over the internet. What this means is that your information is scrambled in a way that only the sender and receiver can understand. Your privacy and security is incredibly important to us and we will continue to ensure that we have the very best and most up to date technology available to ensure that we can do business in a safe and secure manner.
- What type of payments do you accept?
- We accept credit card payments with Visa, Mastercard, bank transfer or you can pay with Paypal.
- When will my payment be processed?
- We process payments after you successfully complete the checkout. We will not process your order until it has passed our internal validation procedures, for the purpose of preventing credit card or payment fraud.
- Do you have a Showroom?
- Most of our customers are trade and commercial customers for projects, therefore, we don't have a showroom for retail customer, however, If you have any questions about any of the products on our website, please give us a call on 1300 300 366 and we will do our utmost to help you choose the correct fittings for your living space.
- Is there a warranty or a guarantee policy?
- All items sold are covered by at least 12 months manufacturer warranty, some products comes with 3 years or 5 years warranty. Manufacturers Warranty is valid only within Australia and commences from the purchase date on your invoice. Most manufacturers require that their products are installed by qualified electricians and we highly recommend that you keep the receipt from your electrician in case it is required for a warranty claim.
- What is the process to cancel my order?
- You are entitled to cancel your order for any reason within 7 days from date of purchase as long as the goods have not yet been dispatched from our warehouse. In this case we will refund your money in full.
- If I am not satisfied can I return any items?
- Your satisfaction is extremely important to us. We will accept returns on products that are returned in exactly the same condition and packaging that they were sent out to you within 7 days of purchase. We will then try to re-sell those items therefore we can not accept returns on products that have been installed or products that are not returned in the exact condition in which they were sent out to you. Unfortunately we cannot accept returns on Sale/Clearance items or items that are imported or ordered in especially for you.
- What is process for returning the goods?
- You may return an item within 7 days of receipt of your order. In this case we will issue you a store credit to the value of the purchase price less two delivery charges - one for outbound delivery and one for inbound delivery. Goods must be returned to us in the same condition in which they were received by you. Unfortunately we cannot accept returns on Sale/Clearance items or items that are imported especially for you. Restocking fee will apply for change of mind return.
- What about any damages?
- We provide free shipping insurance on all deliveries. Therefore, if you receive a damaged or faulty product, we will arrange for it to be replaced for you. You must notify us of any damaged products within 7 days of receipt of your order. If you receive a damaged item, please email sales@lumentec.com.au
- I have some questions, is there someone I can talk to?
- Of course - we would love to hear from you. Our friendly Customer Service Team can be reached on 1300 300 366 Mon to Fri 9:00am to 5:30pm or by email 24/7
- Do you provide interior / exterior lighting design service?
- Yes, Good lighting environment is essential for peoples happiness and health. Our lighting design team can help the client to create a comfortable and delightful lighting environment with affordable price.
With careful consideration of the client special requirements, we deliver quality holistic solutions for interior and exterior lighting projects in comply with Australian standards, including:
- Luminaire selection
- Illuminance calculation and optimization
- Lighting layouts and installation details
- Lighting environment visualisation
- Lighting control system design
- Energy efficiency and payback time analysis
In addition, we are capable to provide low voltage power system design in comply with AS3000. Please contact us for further information. sales@lumentec.com.au - Would you be able to provide quotation for commercial or residential projects?
- Yes. We can provide you a very competitive quotation for commercial and residential projects. You can contact 1300-300-366 or email us at sales@lumentec.com.au
- What is Lumentec Lighting bank account details?
- Account name: Nu Lighting Pty Ltd
BSB: 062-320
Account No.: 1153 4326
Please use your order ID as reference when making payment. Thank you