Return & Refund Policy
We aim to provide every customer with a satisfactory shopping experience. Please review our return and refund policy below before requesting a return or refund.
Return Eligibility
Because our lighting products are custom-made or made to order, we accept return and refund requests within 30 days of delivery for verified quality-related issues only.
Eligible quality-related issues include:
• Products damaged in transit
• Defective products
• Incorrect items received
The following items or situations are not eligible for return or refund:
• Requests made more than 30 days after delivery
• Products that are not affected by a quality-related issue
• Products that have been installed, used, altered, or damaged after delivery
• Products returned without original packaging or with missing parts
• Free gift items, including complimentary bulbs
Warranty
Eligible products purchased through our website (excluding complimentary bulbs) are covered by a 2-year limited warranty for qualifying product issues. Please refer to our separate Warranty Policy for details.
Return Shipping Responsibility
• If the return is approved as a quality-related return, we will cover or reimburse the approved return shipping cost.
• Returns for non-quality-related reasons are not accepted under this policy.
How to Request a Return
Step 1 – Contact us first
Before returning any item, please contact our customer service team at info@customizelamps.com and explain the reason for the return. Please include your order number and relevant photos or videos where applicable.
Once your request is approved, we will provide return instructions, including the return address, recipient information, and any additional requirements.
Step 2 – Prepare the package
Returned items must be in original condition, unused, uninstalled, undamaged, and returned in their original packaging with all original parts and packaging materials included.
Step 3 – Ship the return
Before shipping, please take photos of the inside and outside of the package for record purposes. We strongly recommend using an insured and trackable shipping method.
If the return is approved as a quality-related return, the approved return shipping cost will be covered or reimbursed by us.
After shipping the return, please send us the tracking number and a copy or photo of the shipping receipt by email.
Refund Processing
Once we receive the returned product, we will inspect it to confirm that:
• the item is unused
• the item is undamaged
• the original packaging is intact
If the return is approved, we will issue the refund within 10 business days.
For approved quality-related returns, we will issue a full refund, including the approved return shipping cost where applicable.
Refunds will be issued to the original payment method.
Estimated refund timelines after processing:
• PayPal: 1–2 business days
• Credit/debit card: 7–10 business days
You will receive a confirmation email once your refund has been processed.
Shipping Damage and Defective Items
If your product arrives damaged in transit, please contact us within 48 hours of delivery and provide photos or videos showing the damage.
For verified transit damage, product defects, or incorrect items received, we may provide replacement parts, a replacement product, or a refund depending on the nature of the issue.
Order Cancellation
Orders may be canceled within 24 hours of placement.
After 24 hours, orders cannot be canceled because they may already have entered production, preparation, or shipping arrangements.
Exchanges
An exchange is treated as a return followed by a new purchase.
Important Notes
We must receive the returned product before issuing a refund. If the returned item is not received due to customer refusal to return the product, refusal to accept delivery, or any other customer-related reason, we will not be able to issue a refund.
Contact Information
Address: Room 501, Unit 1, Building 25, Huashan Village, Qiubin Street, Wucheng District, Jinhua City, Zhejiang Province
Email: info@customizelamps.com
Phone: +86 13884454896