Returns

Customer Support

Returns & Refund Policy

We want you to be completely satisfied with your purchase. If something isn't right, here's how to start a return.

Getting Started

Return Authorization Required

All returns must be accompanied by a Return Authorization Code (RAC).

Items returned without an RAC will be refused and no refund will be given. To receive an RAC, contact Ellumiglow at info@ellumiglow.com and reference your Order ID Number. Our telephone staff are not authorized to issue RAC numbers over the phone. Please note that evening and weekend staff will not have access to your order details.

The Process

How to Return an Item

Products purchased through Ellumiglow and under warranty may be returned for replacement by following these steps:

1
Request RACCall 877-615-6556 or email support@ellumiglow.com
2
Complete FormFill out the Return Authorization Form and write the RAC code on the shipping box
3
Ship It BackReturn the authorized item(s) per shipping instructions
4
We ProcessOur Replacement Department will handle your request

Important: Submissions without an RAC number will not be completed.

Conditions

General Return Policy

  • All items that come in boxes must be returned in the same boxes
  • Returns must be picked up and in transit no more than 30 days from the date of delivery
  • Returns must include all instructions, pieces, and accessories
  • On approved returns, we offer a complete refund less all shipping costs and a 10% restocking fee
  • We will make all shipping arrangements for you

Please note that some large boxes may not fit through small doorways, halls, or elevators. Call for exact dimensions if you are concerned. Orders that will not fit in a customer's home will be subject to this return policy.

Exceptions

Non-Returnable Items

Due to the custom nature of many products, we cannot accept returns on the following:

Custom Orders

Custom lengths or custom-made orders of EL Wire, EL Tape, EL Paint, EL Panels, LED Strip Lights, Laser Wire, and VynEL

EL Paint

All EL Paint orders are ineligible for return unless the product is defective at the time of delivery

Custom Lighting Applications

Custom cut or custom-made lighting applications, drivers, or programming are non-cancellable and non-returnable upon order commencement

Defective Items

In the event of defective paint or other items, Ellumiglow will cover exchange and shipping costs. Exchanged items may need to be repackaged by the purchaser.

If you are concerned about the returnability of your products, please call or email us before your purchase.

Warranty

Warranty Conditions

Third-party driver/inverter notice: Lighting devices (Electroluminescent, Laser, LED products) from Ellumiglow / Future Illuminations / Breach Industries, LLC used in combination with a driver and/or inverter from outside companies voids the product warranty without exceptions.

For warranty questions or concerns about product compatibility, contact us before your purchase and we'll help you find the right configuration.

Need Help?
Start a Return or Ask a Question

Our team is here to help. Reach out via email or phone to get your RAC number and start the return process.

Email Support → Contact Page