Return & Refund Policy

We aim to provide every customer with a satisfying shopping experience. If you are not fully satisfied with your purchase, please review the return and refund policy below.

Return Eligibility

  • We accept returns within 30 days of the customer receiving the product.
  • Returns are limited to quality-related issues only.
  • Products purchased on our platform (excluding bulbs) are covered by a 2-year warranty.

We do not support free returns or exchanges in the following cases

  1. More than 30 natural days after receiving the product
  2. Not caused by product quality issues
  3. The product has been installed or used
  4. Products and their packaging not in original condition
  5. The bulb is a free gift from us and is not included in the free return service

Return Process:

Return conditions:

  • If the return is initiated due to customer reasons, the customer is responsible for the return shipping cost. The exact cost depends on the shipping carrier chosen.
  • If the return is due to our responsibility (damaged item, incorrect product), we will cover the return shipping cost.

Step 1.Process the return

Before you initiate a return, please contact our customer service (info@customizelamps.com) and explain the reason (pictures and video are in the appendix). Once the request is successful, our customer service will give you a return information (including address, phone number and recipient information).

Step 2.Packaging

Please make sure they are in their original condition, unused, undamaged, and in their original packaging. Please ensure that all parts of all items being returned are completely sealed in their original packaging, including all original packaging materials.

Step 3.Shipping

Prior to shipping, please take photographs of the inside and outside of the package as a record to show that the product is indeed in its original condition. We strongly recommend that you use an insured, traceable shipping method to return your items. You are free to choose the shipping company to ship the product back to us. (You must pay shipping costs in advance). (If the problem is quality related, we will refund your shipping costs). If you choose to request a signature upon shipment, please make sure the shipping company allows us to sign the back of the notice so they can reship the product without any problems.

Once shipped, please take a photo of the receipt and tracking number (if the product is damaged, be sure to attach the breakage details) and send it to us at info@customizelamps.com

Refund Processing

Once we receive the returned product, we will inspect it to confirm:

  • The product is unused
  • The product is undamaged
  • The original packaging is intact

If the issue is confirmed, we will issue a refund within 10 business days.

  • For quality-related returns, a full refund including shipping costs will be issued.
  • For non-quality-related returns, we will refund the product price excluding shipping costs.

Refunds will be issued via the original payment method:

  • PayPal refunds: 1–2 business days
  • Credit/debit card refunds: 7–10 business days

You will receive a confirmation email once the refund is processed.
For faster processing, you may contact your local bank.

Return address and contact info:

Add: Room 501, Unit 1, Building 25, Huashan Village, Qiubin Street, Wucheng District, Jinhua City, Zhejiang Province

Email: info@customizelamps.com

Phone number: +86 13884454896

Kindly note:

We offer free 30-day returns for quality problems

If there are no quality problems, we need you to pay for the logistics costs and the cost of the product in storage. Any damage to the product after receipt will be replaced free of charge

Cancellation of orders

We understand that for some reason you want to cancel or modify your order, we can help you cancel your order within 24 hours of the order being initiated, but you cannot cancel if the goods have already been delivered to logistics. If you do not like the goods, you can initiate a return request once you have received them and cover shipping and storage costs.

Exchange of goods

 An exchange is the equivalent of returning the goods and repurchasing them.

Return of goods

We must receive the returned products before we can issue any refunds. If we do not receive the product for any reason, such as the customer refusing to send the product back, or the customer refusing to accept the package, causing the shipping agent to destroy the package, we will not be able to issue any refunds.

Product of defective or damaged

We will replace damaged parts in transit free of charge as long as you notify us within 48 hours of receipt of the shipment. If the damage is severe, we will replace the product free of charge. You can refer to the return procedure for details.