Frequently Asked Questions

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!

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Contact Us

Shipping & Delivery
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Warranty & Certification
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Returns
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Wholesale & Bulk Orders
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Still Need Help?

Contact Us

1. Which countries do you ship to, and how long does delivery take?

We ship from our EU warehouse across the EU and neighboring markets. Estimated delivery time depends on destination:

Delivery times are estimates from dispatch and may vary during peak periods.

2. Do you offer free shipping?

Yes, we ship via UPS and GLS.

3. Can I track my order?

Yes，Once payment is made and the order is placed, we will receive it in our system. We will send you an email after the order has been shipped and the tracking number has been recorded; you can then check the shipment status directly on the official UPS or GLS websites.

4. What does the 5-year warranty cover?

Confirm scope — typically covers manufacturing defects in the driver and LED chip, but excludes physical damage, incorrect installation, or use outside rated conditions.

5. Are Lumtrix lights CE and RoHS certified?

Yes, our fixtures are CE marked and RoHS compliant. Full Declaration of Conformity and test reports are available on request — see our [CE, RoHS & EN 60598 compliance guide] for what these certifications actually cover.

6. Will your lights work with EU voltage (220–240V)?

Yes, the voltage complies with EU regulations.

7. How do I file a warranty claim?

Email 【sales@lumtrix.com】 with your order number, a description of the issue, and photos if the fixture arrived damaged or has a visible fault. 

8. What is your return window?

Please refer to our return policy. 

9. Who pays for return shipping?

Confirm — depends on whether the return is due to a defect/error (seller typically covers) vs. a change of mind (buyer typically covers under EU rules).

10. Can I return a bulk or wholesale order?

Bulk and custom-quantity orders placed through our Contractors Deals program may have different terms — contact your account manager before ordering to confirm.

11. Do you offer contractor or bulk pricing?

Yes — see our [Bulk & Wholesale pricing page] for tiered pricing and how to request a quote.

12. Is there a minimum order quantity for bulk pricing?

Yes , On the right side of each product detail page, you will see quantity options. A "1-pack" option is usually unavailable for purchase because it does not meet the minimum order quantity (MOQ); typical MOQs are 2, 4, 5, or 8 packs. Please refer to the pack quantities listed on the right—the options available for selection represent the minimum order quantity.

13. Do you offer private labeling (OEM)?

Yes, this is available for qualifying bulk orders — contact our sales team for details.

14. Can I get help designing a lighting layout for my facility?

Yes, our free Lighting Design service provides photometric layouts for commercial projects — see [Lighting Design page].