Refund policy

We prioritize a secure, transparent, and satisfying shopping experience for all customers purchasing our decorative lighting products, including chandeliers, wall sconces, and indoor light fixtures. This standardized return and refund policy is formulated in compliance with global e-commerce and GMC compliance rules, clearly defining eligible scenarios, operational procedures, fee liabilities, and non-refundable terms. All purchase behaviors are governed by the clauses below to protect the legitimate rights and interests of both consumers and our brand.

1. General Return & Exchange Eligibility Window

We offer a 30-day post-delivery after-sales service window for eligible orders. Customers who are unsatisfied with their lighting fixtures or require product exchange support may submit a formal service request within 30 calendar days from the date of receiving the goods. Any after-sales applications submitted beyond this valid period will not be accepted. To initiate any return or exchange procedure, customers must first contact our official support team via email for unified verification and authorization.

2. Qualified Return & Exchange Standards

All returnable and exchangeable lighting products must meet the following intact product conditions to pass our warehouse inspection. Unauthorized returns without official confirmation will be directly rejected:
  • The fixture or accessories remain in brand-new, unused, and uninstalled condition, free from man-made damage, scratches, stains, deformation, or broken wires;
  • All original accessories, shades, hardware, protective packaging, and official labels are fully retained and intact;
  • The product shows no signs of unauthorized disassembly, modification, or improper manual handling.

3. Non-Returnable & Non-Exchangeable Items

To standardize after-sales management and comply with industry service norms, the following product types and scenarios do not support return, exchange, or refund services:
  • All customized and personalized lighting products produced according to exclusive customer requirements;
  • Discounted clearance items, promotional special-price products, and gift card orders;
  • Product damage, component loss, or functional failure caused by incorrect installation, improper use, or manual negligence by customers;
  • Products that fail to meet the intact commodity inspection standards or lack original packaging and complete accessories.

4. Standard After-Sales Processing Workflow

We adopt a standardized, traceable after-sales process for all eligible return and exchange requests to ensure efficient and fair service handling:
Step 1: Submit Official Application Customers shall send a detailed application email to our support mailbox, including the valid order number, specific after-sales reason, and clear visual evidence (product photos, unboxing videos, defect close-ups, etc.) for official review.
Step 2: Verification & Return Arrangement After our team verifies and approves your request, we will issue an official authorized return label and arrange pickup services via UPS or FedEx according to your regional address.
Step 3: Inspection & Final Processing Once we receive the returned lighting fixtures, our professional quality inspection team will complete commodity verification within 5–7 working days. Qualified applications will proceed with official product replacement or fund refund procedures immediately.

5. Return Shipping Fee Liability Rules

Return logistics costs are divided by responsible parties with no additional restocking fees charged for any eligible product returns:
Brand Responsible (Free Return Shipping) If returns are caused by our official errors, including product quality defects, factory functional abnormalities, incorrect item delivery, quantity mismatch, or delivery address errors, we will bear all return shipping costs and provide a full refund as applicable.
Customer Responsible (Customer Bears Shipping Fee) For personal reason returns, including style dissatisfaction, inappropriate size selection, wrong independent order placement, or invalid/ incomplete customer shipping addresses, customers shall undertake all return logistics expenses. The standard return shipping cost to our US warehouse ranges from $30 to $70 based on product size and weight.

6. Official Refund Execution Rules

After returned products pass quality inspection and after-sales confirmation, we will complete the refund settlement within 5–7 working days. All refund funds will be returned via the original payment channel used for order placement.
Please note that bank and payment platform processing latency may cause slight delays in fund arrival. If you do not receive the refund within the specified cycle, please first check your official payment account and consult your bank institution. If the problem persists, feel free to contact our support team for manual verification.
Important Clause: The initial outbound shipping fee paid by the store is non-refundable under all return scenarios.

7. Order Cancellation Terms

Order cancellation services are only available for unshipped orders. Customers may apply for full order cancellation and complete refund by contacting our support team promptly after payment completion, as long as the order has not been dispatched from our warehouse.
Once the lighting order enters the packaging and shipment process, order cancellation is no longer available. For post-shipment service demands, please follow our standard return and exchange procedures.

8. Free Replacement for Shipping & Installation Damage

We provide free component replacement services for quality and logistics-related damage. If your chandelier or wall light suffers component damage or functional defects during transportation or official installation, we will send brand-new replacement parts free of charge.
This free replacement service does not cover damage, loss, or failure caused by customer incorrect operation, unauthorized modification, or human negligence.

9. Support Information & Service Hours

For any inquiries about return eligibility, process progress, refund status, or product replacement services, please contact our professional after-sales team during official working hours:
Support Email: support@decorhomelamp.com
Note: The above address is the company registration address and does not serve as the official return shipping address. Please follow the return address provided by our support team for all return deliveries.