Policies
Lumi Frames warranty
Every Lumi Frames comes with a 2-year limited warranty against defects. Here is what it covers, what it doesn't and how to make a claim, in plain English.
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In shortIf your frame stops working properly because of a defect within 2 years, we will repair it, replace it or refund it. Accidents, misuse and modifications are not covered.
The Lumi Frames warranty applies to every frame we sell, including custom and made-to-order frames. It is a promise about how the frame is made, so it covers faults that come from inside the frame and its power supply, not damage from outside.
What the Lumi Frames warranty covers
For 2 years, we cover faults in:
- LEDs: the LED strips, tubes and light panels, including sections that go dark or change color on their own.
- Drivers and controllers: the electronics that power the LEDs and respond to the app, remote, buttons and in-line controls.
- Power adapters and cables supplied with the frame.
- Manufacturing defects in materials or workmanship, such as a hinge, lock, magnetic back or snap-open edge that fails in normal use.
What isn't covered
- Misuse: for example, using an adapter other than the one supplied, getting the frame wet, or using it outdoors.
- Accidental damage: drops, knocks, a front cracked by an impact and damage during a move.
- Unauthorized modification or repair: opening the adapter or electronics, cutting or rewiring LED strips, or repairs by anyone we didn't authorize.
- Normal wear of finishes: light scuffs and the gradual changes any frame finish shows over years of handling.
- Consumables: such as the batteries in remotes.
- What you put in the frame: the warranty covers the frame itself, not the art, photos, jerseys or keepsakes displayed in it.
A frame that arrives damaged is handled separately, under our shipping policy. If you aren't sure whether something is covered, ask. We would rather look at it than have you guess.
Examples
| Situation | Covered? | Why |
|---|---|---|
| A section of LED stops lighting in normal use | Yes | LED failure |
| The frame flickers in every mode, even on a static color and plugged into an ordinary outlet | Yes | Likely a driver or controller fault, once we confirm it |
| The supplied adapter stops working | Yes | Adapters are covered |
| The remote stops working because its battery is dead | No | Batteries are consumables; replace it |
| The frame falls while being hung and the front cracks | No | Accidental damage |
| LEDs fail after using a different adapter | No | Misuse |
| The frame arrives with a cracked front | Yes, as a shipping claim | Damage in transit; contact us within 7 days of delivery |
How to make a claim
- Check the quick fixes first. A loose connector, a setting or a dead remote battery can look like a fault. The setup and troubleshooting guide has a symptom-by-symptom table.
- Record the problem. Take a photo or a short video with the frame switched on, so we can see what is happening.
- Contact us through the contact form or at hello@lumi-frame.com with your order number, the frame and size, a short description and the photo or video.
- We reply within 1 business day with next steps. We may ask a question or two, or for another clip.
- Wait for our instructions before shipping anything. If we need the frame back, we will tell you how to send it.
Repair, replacement or refund
When we confirm a covered defect, we will fix it in the way that makes most sense for the problem, at our discretion:
- Repair or a replacement part, such as a new adapter or remote sent to you.
- A replacement frame of the same model and size.
- A refund if repair or replacement isn't practical.
This warranty is in addition to any rights you have under the consumer laws where you live. It doesn't limit or replace them. Separately, standard frames can also be returned within 30 days of delivery under our returns policy.
Safety notes
Stop using the frame, unplug it and contact us if you notice a burning smell, buzzing or crackling, a damaged cable, an adapter too hot to hold, or a swollen or leaking battery in a rechargeable frame. Don't try to repair the electronics yourself: it isn't safe, and unauthorized repairs aren't covered.
For everyday safety with lit frames, including heat, adapters, charging, coin batteries in remotes and flashing effects, read our guide to LED frame safety. To protect the art inside, see whether LED lights fade art.