Refund Policy

1. Scope of refund
Product quality issues: If the lamp you received has quality issues such as broken lampshade, damaged lamp body, circuit failure and unable to light up normally, or serious discrepancy between the function and product description, you can apply for a refund. We ensure that the lamps we sell are of good quality so that you can use them with confidence.

Wrong delivery or missing goods: If we send the wrong style or color of lamps, or miss some of the goods in the order, for example, you order a white chandelier but receive a black one, or only receive a table lamp but not a floor lamp in the order, you have the right to apply for a full or partial refund.

Customer personal reasons: If the lamp is not used and the packaging is intact and does not affect the secondary sale, if you change your personal preferences or the decoration style of your home, you can apply for a return and refund within 30 days after receiving the goods. However, the international transportation costs incurred by the return must be borne by you.

2. Refund application process
Contact customer service: After discovering the problem, please contact our customer service team as soon as possible via email EnnisPetersenped@outlook.com. The email should detail the order number, the lamp product purchased, the reason for the refund, and attach photos or videos that can prove the problem (for quality problems, wrong shipments or missing shipments). Our customer service will contact you within 24 hours to confirm the refund application and provide follow-up guidance.

Waiting for review: After receiving the application, we will verify the relevant situation. The review of quality problems, wrong shipments or missing shipments is generally completed within 1-3 working days. If the customer returns the product for personal reasons, we will check whether the product status information meets the refund conditions, and the review time is also 1-3 working days. During the review period, please keep the reserved contact information open so that we can communicate at any time.

Return (if necessary): If the refund application is approved due to product quality problems, wrong shipments or missing shipments, we will provide a return address and return instructions, and we will bear the international transportation costs incurred by the return. If the return is for personal reasons, you need to arrange to send the lamp back to the designated return address. When returning, be sure to ensure that the lamp packaging is complete, all accessories, instructions, etc. are complete, so as not to affect the refund amount or cause the application to be rejected.

Refund processing: After receiving the return and confirming that the status of the lamp meets the refund requirements, the refund will be returned to the payment account within 3-7 working days for orders paid by credit card or debit card; for orders paid by third-party payment platforms (such as PayPal), the refund is usually returned to the balance of the third-party payment account within 1-3 working days. If you have not received a refund for a long time, please contact customer service in time and we will assist in follow-up.

3. Special circumstances
Goods that have been used or affect secondary sales: If the lamp has been installed and used, or is damaged or worn due to improper operation, affecting secondary sales, a full refund cannot be processed. We will negotiate compensation or solutions with you based on the actual situation, such as partial refunds, replacement of damaged parts, etc.

Returns caused by customs clearance issues: If the lamp is returned due to customs clearance issues such as adjustments to the customs policy of the destination country, unpaid taxes, etc., and it is not due to the product itself or the delivery process, we will not bear the international transportation costs incurred by the return. If you still want the product, you can communicate with us to re-arrange the payment of customs clearance fees and transportation; if you decide to give up the product, we will deduct the transportation, customs clearance and other related expenses incurred, and refund the remaining amount.

Customized lamps: For customized lamps with special specifications, styles, colors, etc., we will not accept refund applications for personal reasons unless there are serious quality problems. Before the production of customized lamps, we will fully communicate with you to confirm the design plan. Once entering the production stage, the order cannot be cancelled. If there are quality problems with customized lamps, they will be handled according to the normal quality problem refund process.

We are committed to providing you with high-quality products and shopping experience. If you have any questions or need help with the refund policy, please feel free to contact us at EnnisPetersenped@outlook.com and we will serve you wholeheartedly.