Replacement, Return & Warranty Policy

These Terms & Conditions apply to every order. Please read them carefully as soon as your piece arrives, so that any claim can be processed without delay.

Within 24 HoursReport any damage or wrong item by email after delivery
Unboxing VideoOne continuous, uncut video is mandatory for every claim
20 to 25 Working DaysReplacement dispatch after your claim is verified
I

Eligibility for Replacements & Returns

  • Qualifying Conditions

    Replacement or return requests are accepted strictly if the delivered item is verified to be physically damaged in transit or if an incorrect product was delivered.

  • Pre-Installation Requirement

    Products must remain completely uninstalled. Once a fixture has been installed, mounted, altered, or wired, it is strictly ineligible for replacement, return, or exchange.

  • Packaging Integrity

    All items must be returned with complete original packaging intact, including inner protective foam, cartons, accessories, hardware kits, and documentation. Claims with missing packaging materials will be rejected.

II

Mandatory Claim Window & Unboxing Protocol

  • 24-Hour Notice Period

    Any damage or wrong-item claim must be reported within 24 hours of delivery via email. Requests raised after 24 hours cannot be entertained.

  • Mandatory Continuous Unboxing Video

    A single, continuous, uncut unboxing video showing the shipping label, sealed package opening, and product inspection is required. If an unboxing video is not provided, the claim will be denied.

  • Clear Photographic Evidence

    Accompany the video with clear, high-resolution photographs focusing on the damaged or incorrect areas.

  • Filing Details

    All reports must be sent to the official customer support email with your Order ID in the subject line.

Please note

Claims raised after 24 hours, or without a continuous unboxing video, cannot be approved. Please begin recording before you open the package.

III

Product Variances & Exclusions

  • Internal Wiring & Components

    Wire colors and minor internal structural components may vary across production batches and may differ from marketing or product page imagery. Variations in wire color do not constitute a defect and are not grounds for return or replacement.

  • Microscopic & Concealed Imperfections

    Minor microscopic irregularities, faint handling marks, or imperfections that are not visible once the fixture is suspended or installed do not qualify as defects.

IV

Verification & Shipping Responsibility

  • Inspection Process

    All returned units undergo quality assurance checks upon receipt to establish the legitimacy of the transit damage or discrepancy.

  • Approved Claims

    Upon validation of a genuine defect or error, a replacement unit will be dispatched.

  • Unapproved or Ineligible Claims

    If an inspection reveals customer-induced damage, prior installation, missing parts, or non-qualifying variations, the claim will be declined, and the customer will be responsible for covering all two-way shipping fees to have the item returned.

V

Refunds & Turnaround Timelines

  • Replacement Fulfilment

    Standard processing and transit time for a replacement unit is 20 to 25 working days following claim verification.

  • Refund Scenarios

    A full refund will only be initiated if the identical replacement item or an agreed-upon suitable alternative cannot be supplied due to stock constraints. Approved refunds are credited directly to the original payment source.

Need to file a claim?

Email our customer support team with your Order ID in the subject line, along with your unboxing video and photographs.

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