Warranty

WARRANTY POLICY

GENERAL TERMS & CONDITIONS

These General Terms apply to all Luminest products. Product-specific warranty terms, where applicable, are provided in the relevant sections below.

In the event of any conflict between these General Terms and the product-specific warranty terms, the product-specific terms shall prevail for that product.

1. WARRANTY PERIOD & ELIGIBILITY

  • The warranty begins from the date of purchase stated on the original Luminest invoice.

  • Warranty coverage is available only for products purchased through the official Luminest website.

  • Products purchased through unauthorized resellers, third-party marketplaces, or second-hand sources are not covered under Luminest's manufacturer warranty.

  • A valid Luminest invoice or order ID is required to raise a warranty claim.

  • No separate warranty registration is required.

  • Warranty coverage is linked to the original Luminest order and is non-transferable to a subsequent owner.

Gift Purchases

If a product is purchased as a gift, the recipient may claim warranty service using the original order details, provided the original purchaser confirms and authorizes the warranty claim through the email trail associated with the claim.

2. WHAT THE WARRANTY COVERS

Luminest warranty covers manufacturing and workmanship defects that occur during the applicable warranty period under normal and intended use.

Depending on the product, this may include:

  • Manufacturing defects in the finished neon sign

  • Internal wiring or soldering defects

  • Failure of LED/neon components caused by a manufacturing or component defect

  • Electrical failures attributable to components supplied by Luminest

  • Manufacturing or workmanship defects that affect the normal functioning of the product

  • Adapter, controller, dimmer, remote or related electrical component failures during their applicable warranty period

Warranty coverage applies only where the reported issue is determined by Luminest to be attributable to a manufacturing, workmanship or covered component defect.

The existence of a problem within the warranty period does not automatically mean that the claim is covered.

3. WARRANTY COVERAGE FOR BRIGHTNESS & COLOUR

Brightness

Gradual reduction in brightness over time is not automatically considered a warranty defect.

However, abnormal or premature loss of brightness may be covered where Luminest determines, after assessment, that the issue is caused by a manufacturing or component defect.

Colour

Normal colour variation, fading or change in the appearance of the neon diffuser/tube over time is not covered under warranty.

Colour variation or fading of the LED/neon component that is determined to be caused by a manufacturing or component defect may be assessed separately under the warranty.

4. WHAT IS NOT COVERED

The warranty does not cover damage or failure resulting from causes outside manufacturing or workmanship defects, including but not limited to:

Physical Damage

  • Accidental damage

  • Drops or impacts

  • Broken or cracked acrylic

  • Scratches or cosmetic damage caused after delivery

  • Damage caused during installation, removal, relocation or transportation by the customer

  • Damage to external jumper wires or exposed wiring caused after delivery

Electrical Damage

  • Voltage fluctuations or power surges

  • Short circuits caused by external electrical conditions

  • Incorrect voltage or power supply

  • Improper electrical connections

  • Use of an incompatible or third-party adapter/power supply

  • Direct connection to mains electricity where the product is not designed for such connection

Installation-Related Damage

  • Incorrect installation

  • Incorrect mounting

  • Damage caused while drilling or mounting the product

  • Damage caused during removal or relocation

  • Damage caused by an electrician, installer or other third party

Luminest does not cover electrician, installation, removal, reinstallation, wall repair or related service charges.

Modification & Unauthorized Repair

Warranty coverage will not apply to the affected product or system where the product has been:

  • Opened or dismantled

  • Cut or modified

  • Rewired

  • Re-soldered

  • Altered from its original configuration

  • Repaired or modified by a third party

  • Connected to unauthorized electrical components

Environmental Damage

Damage caused by:

  • Excessive heat

  • Moisture or water exposure beyond the product's specified use

  • Chemical exposure

  • Improper storage

  • Environmental conditions outside the product's intended application

5. INDOOR & OUTDOOR USE

Luminest offers products intended for both indoor and outdoor applications.

Products specifically designated by Luminest for outdoor use are designed to withstand outdoor conditions when installed and operated according to Luminest's specified installation and usage instructions.

Luminest does not claim or represent a specific IP certification for its products unless expressly stated for a particular product.

For outdoor products, water-related damage may be considered under warranty where the product has been used as intended and the damage is determined to be attributable to a manufacturing or workmanship defect.

Water or moisture damage caused by improper installation, exposed connections, modification, misuse, or use beyond the product's intended conditions is not covered.

Indoor products are not intended for outdoor or prolonged water exposure.

6. READY-MADE DESIGN WARRANTY

Neon Signs

24-month warranty from the date of purchase stated on the original Luminest invoice.

The warranty covers eligible manufacturing, workmanship and covered component defects as described in this policy.

Adapters, Controllers, Dimmers & Remotes

6-month warranty from the date of purchase stated on the original Luminest invoice.

This warranty applies to manufacturing or component defects in the supplied electrical/control accessories.

Physical damage, water damage, electrical damage, misuse, unauthorized modification and use with incompatible electrical equipment are excluded.

7. CUSTOM NEON SIGN WARRANTY

Custom neon signs are covered by the same 24-month warranty applicable to ready-made neon signs.

Warranty coverage applies to eligible manufacturing, workmanship and covered component defects.

For custom products, the customer is responsible for reviewing and approving the final:

  • Design

  • Spelling

  • Dimensions

  • Layout

  • LED/neon colour

  • Other design specifications

before production.

Once a design has been approved and production has commenced, changes to the approved design are not considered warranty defects.

Warranty does not cover dissatisfaction with an approved design or specifications.

8. INSTALLATION & HARDWIRING

Installation of Luminest products is the customer's responsibility unless installation has been separately purchased from and performed by Luminest.

Customers may have the product professionally hardwired where appropriate.

However:

  • Installation must be carried out correctly and safely.

  • Damage caused by improper hardwiring or electrical installation is not covered.

  • Luminest does not cover electrician charges.

  • Luminest does not cover removal or reinstallation costs where a product needs to be returned for warranty inspection or service.

Customers should follow Luminest's installation instructions and use the supplied electrical components.

9. WARRANTY CLAIM PROCESS

Step 1: Contact Us

Email us at help@luminestsigns.com to initiate a warranty claim.

Please provide:

  • Order ID or invoice

  • Customer name

  • Contact number

  • Description of the issue

  • Clear photographs of the product

  • Video showing the issue, where applicable

Please do not ship the product to Luminest unless instructed by our team.

Step 2: Initial Assessment

Our team will review the information provided and may request additional photographs, videos, usage information or other details where reasonably necessary to understand the issue.

We aim to provide an initial response within 1–2 business days.

Based on the preliminary assessment, we will confirm whether the product needs to be sent to Luminest for physical inspection.

Step 3: Pickup / Self-Shipping

If the claim is eligible for physical inspection, Luminest will arrange a courier pickup wherever our standard courier service is available.

If our standard courier does not service the customer's pincode, the customer may be requested to ship the product to Luminest using a suitable courier.

In such cases, eligible return shipping costs will be reimbursed through Luminest store credit up to ₹468 against valid shipping proof.

The maximum shipping credit available under this provision is ₹468.

Step 4: Physical Inspection

Once the product reaches the Luminest facility, our technical team will inspect the product to determine:

  • The cause of the reported issue

  • Whether the issue is a manufacturing/workmanship defect

  • Whether the issue falls within the applicable warranty

  • Whether repair is technically feasible

The assessment generally takes 3–5 business days after the product is received.

Additional information may be requested where necessary.

10. WARRANTY RESOLUTION

Where a manufacturing or covered component defect is confirmed, Luminest will generally follow the resolution order below:

1. Repair

Repair will be the preferred resolution wherever technically feasible.

2. Replacement

If repair is not technically feasible, Luminest may provide a replacement.

Where the exact ready-made product is unavailable or discontinued, Luminest may provide an equivalent replacement product, subject to availability.

3. Refund

If neither repair nor a suitable replacement can reasonably be arranged, Luminest may provide a refund.

Any warranty refund will not exceed the original product amount paid as stated on the original invoice.

A refund is not the default outcome of a warranty claim.

11. WARRANTY REPAIR TIMELINE

Once a product has been physically received and the warranty claim has been approved:

  • Assessment: 3–5 business days

  • Repair: approximately 5–10 business days after approval

Actual timelines may vary depending on the nature of the defect, availability of components, product complexity and other operational circumstances.

Replacement timelines may vary depending on product availability and production requirements.

12. IF A WARRANTY CLAIM IS NOT APPROVED

If inspection determines that the reported issue is not covered under warranty, Luminest will communicate the reason for the decision.

Where technically feasible, the customer may choose between:

Option 1: Return Without Repair

The product can be returned to the customer without repair, subject to applicable return shipping charges.

Option 2: Paid Repair

If the product can be repaired, Luminest may provide a repair quotation.

Repair will proceed only after the customer's approval and payment.

Please refer to our Paid Repair Policy for applicable repair terms.

13. PAID REPAIR AFTER WARRANTY

Luminest may provide paid repair services after the warranty period has expired, subject to technical feasibility.

Repair charges will be communicated to the customer before the repair is undertaken.

Approved paid repairs are covered by a 90-day limited repair warranty, applicable only to the repaired component and related workmanship.

This limited repair warranty does not cover unrelated components, new damage, misuse, accidental damage, electrical damage, water damage or subsequent modifications.

14. WARRANTY AFTER REPAIR OR REPLACEMENT

A repair, replacement or refund provided under warranty does not restart, extend or renew the original warranty period.

The warranty continues according to the original purchase date and applicable warranty period.

For example, if a replacement is provided during month 18 of a 24-month warranty, the replacement remains covered only until the original 24-month warranty expiry date.

15. WARRANTY SHIPPING

For approved warranty claims:

  • Luminest will arrange and pay for standard courier pickup where serviceable.

  • Where Luminest's standard courier is unavailable at the customer's pincode, eligible self-shipping costs will be reimbursed through Luminest store credit up to ₹468.

  • Luminest will bear the standard shipping cost for returning the repaired or replacement product to the customer.

For claims determined to be outside warranty, applicable return shipping and repair charges will be communicated before proceeding.

Luminest is not responsible for delays caused by courier companies during transit.

16. CUSTOMER RESPONSIBILITY WHEN SENDING A PRODUCT

Customers should:

  • Pack the product securely to prevent damage during return transit.

  • Include only the components requested by Luminest.

  • Remove personal belongings or unrelated items before shipping.

  • Follow Luminest's packaging and shipping instructions.

Luminest is not responsible for personal belongings, unrelated accessories or components that are sent unnecessarily with the product.

Damage caused by inadequate packaging during customer-arranged return shipping may not be covered under warranty.

17. WARRANTY DOES NOT COVER INSTALLATION OR REMOVAL COSTS

If a product is installed, hardwired or permanently mounted, the customer is responsible for arranging and paying for:

  • Removal

  • Reinstallation

  • Electrician services

  • Wall repair

  • Mounting or installation services

Luminest's warranty covers the eligible product defect, not associated installation or service costs.

18. WARRANTY FOR GIFTS

Warranty remains linked to the original Luminest order.

A gift recipient may use the warranty provided that:

  • The original purchaser confirms and authorizes the claim through the relevant email communication.

  • The original order/invoice details are available.

  • All other warranty eligibility conditions are satisfied.

Warranty does not transfer to a subsequent owner through resale or private transfer.

19. BUSINESS & COMMERCIAL PURCHASES

Products purchased by businesses, offices, cafés, restaurants, gyms, studios or other commercial establishments are covered under the same warranty terms unless a separate commercial warranty has been expressly agreed to in writing.

Warranty does not cover damage resulting from misuse, improper installation, unauthorized modification, electrical issues or use outside the intended application of the product.

20. TRANSIT DAMAGE

Transit damage is handled separately from the standard product warranty.

Customers must follow Luminest's Transit Damage / Delivery Damage Policy and reporting procedure.

Any visible transit damage must be reported within 12 hours of delivery.

Where the customer has followed the required delivery inspection, documentation, packaging and reporting procedures, Luminest will arrange an appropriate replacement in accordance with the applicable Transit Damage Policy.

Where the required procedure has not been followed and the damage cannot reasonably be established as transit-related, the issue may be treated as a paid repair where repair is technically feasible.

If repair is not feasible, the customer may need to purchase a replacement product at the applicable price.

The detailed requirements for transit-damage claims are provided separately in Luminest's Transit Damage / Shipping Policy.

21. PRODUCT CONDITION & INSPECTION

Products returned to Luminest must be reasonably clean, safely packaged and suitable for technical inspection.

Luminest may request that a product be cleaned or safely repackaged before inspection where necessary.

Luminest may also request relevant components or accessories required to diagnose the reported issue.

Failure to provide information or components reasonably necessary to assess the reported issue may delay the assessment.

22. LIMITATION OF WARRANTY

The warranty applies only to the product and components expressly covered by this policy.

Luminest does not cover indirect or consequential costs arising from a product issue, including but not limited to:

  • Installation costs

  • Removal costs

  • Reinstallation costs

  • Electrician charges

  • Wall repair

  • Business interruption

  • Loss of use

  • Other incidental expenses

Nothing in this warranty policy is intended to exclude or limit any rights or remedies that a consumer may have under applicable Indian law.

23. CONTACT

For warranty assistance:

Email: help@luminestsigns.com

Please keep your original Luminest invoice or order ID available when contacting us.

Luminest reserves the right to update this warranty policy from time to time. The warranty terms applicable to an order will be determined by the terms applicable at the time of purchase, subject to applicable law.