Refund policy

We are committed to delivering a secure, transparent, and premium shopping experience for all customers purchasing chandeliers, wall sconces, and various indoor decorative lighting fixtures. This standardized Return and Refund Policy is formulated in accordance with global e-commerce norms and Google Merchant Center (GMC) compliance rules. It clearly defines eligible after-sales scenarios, processing procedures, fee liabilities, and non-refundable terms. This policy applies exclusively to orders shipped to destinations within the United States. All purchases made by U.S. customers are governed by the following clauses to fully protect the legitimate rights and interests of both consumers and our brand.

1. Return & Exchange Eligibility Period

All qualifying orders are covered by a 30-calendar-day after-sales window, starting on the date the logistics carrier confirms delivery and the order status is marked “Delivered”. If you are dissatisfied with your lighting fixture or require an exchange, you may submit an official after-sales application within this 30-day window. Any after-sales requests submitted after the valid timeframe will not be accepted.
All return and exchange procedures require prior written authorization from our customer support team via official email after verification. Any unauthorized returns shipped without official approval will be rejected and left unprocessed.

2. Return & Exchange Qualification Standards

Lighting fixtures eligible for return or exchange must meet the following intact criteria to pass our warehouse inspection. Return requests without official confirmation will be denied:
  • The lighting fixture and all accessories are brand new, unused, and uninstalled, with no artificial damage, scratches, stains, deformation, broken wires, or other defects;
  • All original accessories, lamp shades, hardware components, protective packaging, and official labels are complete, intact, and undamaged;
  • The product shows no signs of unauthorized disassembly, modification, or improper manual operation.

3. Non-Returnable & Non-Refundable Products and Scenarios

To standardize after-sales management and comply with industry service standards, the following products and situations do not qualify for returns, exchanges, or refunds:
  • Customized Products: Personalized custom lighting manufactured exclusively to a customer’s specifications cannot be returned or exchanged if the request stems solely from a change of mind by the customer. However, customized products qualify for free component replacement, partial refund, or full refund if defects or functional failures are caused entirely by our manufacturing errors or quality issues;
  • Clearance goods, promotional discounted items, and gift card orders are non-returnable and non-refundable;
  • Product damage, missing components, or functional failures caused by improper installation, incorrect use, or customer negligence are not eligible for returns or refunds;
  • Products that fail our intact inspection or arrive missing original packaging and full sets of accessories cannot be returned or refunded.

4. Standard After-Sales Processing Workflow

All valid return and exchange requests follow a standardized, traceable after-sales process to ensure efficient and fair resolution. All review and processing times are calculated in business days (Monday through Friday, excluding U.S. federal public holidays).

Step 1: Submit an Official Application

Customers must submit after-sales applications via our official email: support@decorhomelamp.com. Please include your valid order number, detailed reason for the request, and clear supporting evidence (product photos, unboxing videos, close-ups of defects, etc.) for our official verification and review.

Step 2: Verification and Return Arrangement

Our team will review your application within 1–3 business days. Once approved, we will provide an official authorized return label and detailed return shipping instructions. Customers are responsible for dropping off packages at designated UPS or FedEx locations. We do not offer on-site pickup services.

Step 3: Warehouse Inspection and Final Processing

After receiving your returned items, our professional quality inspection team will complete product verification within 5–7 business days. Once inspection passes, we will immediately proceed with replacement or refund processing. All refunds will be issued to your original payment method, covering the full product price plus sales tax paid at checkout. Original outbound shipping fees will only be refunded if the return or order cancellation is caused by our error. Refund processing time depends on your payment service provider and bank policy. Funds may take 3–7 business days to appear in your account after issuance.

5. Shipping Fee and Tax Liability Rules (GMC Compliant)

No restocking fees will be charged for eligible returns. Responsibility for all return shipping fees and government-imposed charges is divided as follows:

5.1 Company Liability (Full Fee Coverage)

If the return is caused by our error, including product quality defects, factory functional issues, incorrect items, quantity discrepancies, or shipping address errors made by our team, we will cover all return shipping fees, and fully refund the original outbound shipping fees and sales tax paid by the customer.

5.2 Customer Liability (Full Fee Coverage by Customer)

For customer-initiated returns due to personal reasons, including style dissatisfaction, improper size selection, accidental wrong orders, or invalid/incomplete shipping information provided by the customer, the customer shall bear all outbound and return shipping fees as well as sales tax.
Refund Rule for Personal Reason Returns: For qualified returns initiated by customers for personal reasons, only the base product price will be refunded. All shipping fees, taxes, and handling fees are non-refundable.

Actual return shipping costs vary based on product size and weight.

6. Return & Refund Rights

For all eligible after-sales cases where a product replacement is available, customers may choose either a product exchange or a full refund.

Once returned products pass quality inspection and after-sales confirmation, we will complete refund settlement within 5–7 business days, and all funds will be returned via your original payment channel.
Normal processing delays from banks and payment platforms may impact fund arrival times. If you do not receive your refund beyond the estimated timeframe, please first check your payment account and consult your bank. If the issue remains unresolved, contact our support team for manual verification.

7. Unauthorized Return Policy

Any returns shipped without prior written authorization from our support team are considered unauthorized. We reserve the right to reject, refuse processing for, and dispose of unauthorized returned packages. Customers shall bear all return shipping costs and the risk of product loss for unauthorized shipments. No replacements or refunds will be issued for unauthorized returns.

8. Order Cancellation Terms

Only unshipped orders are eligible for cancellation. Customers may contact support to apply for full order cancellation and a complete refund immediately after payment, provided the order has not been dispatched from our warehouse.
Once an order enters packaging and shipment procedures, mid-transit cancellation is unavailable. All after-sales requests for shipped orders must follow our standard return and exchange process.
In compliance with the U.S. FTC Mail-Order Merchandise Rule: If significant shipment delays occur due to uncontrollable factors on our side, we will notify customers via email. Customers retain the right to cancel unshipped delayed orders and receive a full refund.

9. Free Replacement for Shipping & Installation Damage

We provide free component replacement services for product damage caused by logistics issues or factory quality defects. Customers must submit a damage report with valid photo and video evidence within 14 calendar days from the delivery confirmation date to qualify for free replacements.
If your chandelier or wall lamp sustains component damage or functional faults during transportation or standard installation within the valid reporting window, we will provide brand-new replacement parts free of charge.
The free replacement service does not apply to damage caused by improper customer operation, unauthorized modification, human negligence, or damage reports submitted after the 14-day window. If original components are discontinued or out of stock, we reserve the right to offer equivalent refunds or alternative replacement solutions.

10. Official Return Address (Publicly Disclosed)

Our official return warehouse address is listed publicly below. All approved returns must be shipped to this designated official address:

Return Address: 506 Charlotte Avenue, Nashville, Tennessee 37243, United States
All returns must be sent strictly to the above official address. Packages delivered to incorrect or unauthorized addresses will be rejected and will not qualify for refunds or exchanges.

11. Policy Updates & Effective Date

This Return & Refund Policy takes effect upon publication. We reserve the right to revise this policy periodically to align with updated logistics rules, industry standards, and regulatory requirements. All revisions will be posted on this page and take effect immediately after publication.

12. Customer Support & Contact Information

If you have any inquiries regarding return eligibility, after-sales progress, refund status, or component replacement services, please contact our professional after-sales team during official working hours:

Email: support@decorhomelamp.com
Note: All returned packages must be shipped to the official return address listed above. No private or temporary addresses are accepted for after-sales verification and processing.