Conditions available for returns and refunds
Our return policy is simple. Within 30 days of receipt of the item, you can request a return for a refund (excluding our outbound shipping costs), on any lighting fixture or related product that has not been used, in its original box and in re-salable condition (except for some circumstances that described below).
Orders paid within 2 days support unconditional cancellation
- You need to send us the order number and invoice by email, we will reply and refund the order amount within 24 hours.
- Please do not initiate any PayPal cases or credit card chargebacks, we will do our best to help you resolve the issue.
The returned fixture cannot be installed or modified in any way.
The returned fixture must be enclosed in the original box with sufficient packing material.
The returned fixture must be arranged shipment within 7 days of the return approval from us.
Any shipping costs for returns will be borne by you, the customer. (excluding returns of damaged goods). We do not offer shipping costs for the undamaged products. There will be color difference and measurement discrepancy due to the hand-made process, resolution ratio of the screen, shooting light and angles. These cannot be avoided. If you mind, please don't make an order.
Orders that have not been shipped are subject to a no-questions-asked cancellation within two days. If your order has already been shipped. Orders cannot be cancelled. Forcible cancellation of the order, you need to pay a shipping fee. All of our products can be canceled until they are shipped. If your order is unpaid, you can easily cancel your order by yourself. If your order has been paid, you can contact our customer service to cancel your order. We cannot guarantee any request to cancel or modify an order once production has already begun. There are no order cancellations accepted once production has begun on any custom or specialty products (items that are not a stock size).
After the customer has paid the fast shipping fee (including fast shipping methods such as EMS in Hong Kong, EU warehouse, fedex, etc.), the shipping fee is not refundable if the goods have already been shipped.
The following types of items and orders are not eligible for returns and refunds
- products customized for you (ie track lighting, unless there is a defect).
- We cannot accept returns, exchanges or cancellations of large orders of the same product. (We define large orders as 3 or more of the same product) If you order a large quantity of an item, we recommend that you order a sample first to make sure it is what you need.wing types items and orders are not eligible for returns and refunds.
Once you choose the Hong Kong EMS shipping, If you refund the goods that Hongkong EMS shipping charges will not be refunded.
When returning an item, you must pack the product properly. We recommend that you take out shipping insurance. We cannot provide a refund for a product that has been received at our warehouse in a damaged condition. In such a case, you must file a claim with the shipping company and advise us on what to do with the damaged product. We will hold your product for 30 days because the product is damaged.
How to initiate a return
To initiate a return, please send an email to [email protected] , clearly stating your situation and specifying the product(s) you wish to return. And we will give you the address where the packages should be returned. The manufacturer may charge a restocking fee. The customer is responsible for any restocking fees charged by the manufacturer.
Refunds (if applicable)
Once your return has been received and inspected, we will email you to let you know that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your returned item is damaged in transit or does not meet the conditions of return, we will refuse a refund. After we confirm with you and get your approval, we will process your refund and the refund will automatically be sent back to your credit card or original checking account. Credit card payment takes 3-5 days to process, paypal takes 2-3 days.
Late or missing refunds (if applicable)
If you have not yet received a refund, please check your bank account again first. Please contact your credit card company, it may take some time before your refund is officially posted. Contact your bank now. There is often some processing time before a refund is posted. If you've done all this and you still haven't received your refund, please contact us [email protected]
Exchange goods (if applicable)
We only replace items if they are defective or damaged in transit. If you want to exchange it for the same item, please send us an email at [email protected] . And we give you the solution. If you need to return the item, we will tell you the address to which the item should be returned.
If the item is marked as a gift upon purchase and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift card will be sent to you. If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves first and then gave it to you later, we will send a refund to the gift giver.
Any product received damaged or arrived with a missing part must be reported prior to installation and within 48 hours of receipt. The recipient is responsible for checking the merchandise for accuracy and reporting any discrepancies as soon as possible. We cannot accept responsibility for damage not reported within this time limit. We also do not accept responsibility for broken parts reported after the lamp is installed. All damage must be reported before installation.
Hold all packing materials and wait for the shipper to perform an inspection. If you have removed the packaging from the damaged item, we cannot provide a replacement. Check all boxes for damage and tell the carrier to comment on the delivery note if such damage is visible.
Products received with broken glass, dented shades or frames will not be considered a defective item and cannot be returned. In such a case, we will provide replacement of glass or shades at no extra cost. If you do not wish to receive a replacement and wish to return the item, we will consider it a normal return and will charge a stock charge of up to 35%. We also reserve the right to deduct all outgoing shipments from the refund.
Returned items with missing pieces
After we've checked your returned package and discovered a missing part, we'll charge an inventory fee of up to 35% and outbound shipping.
At the manufacturer there is a defect in the manufacturer - we reserve the right to repair / fix damaged parts / glass or defects of a luminaire - we sell. If the defect cannot be repaired, we will provide a replacement free of charge.
If an order has already been shipped and you refuse to receive it, you will be responsible for the cost of returning the product, any restocking fees, and outgoing shipping charges. If the product cannot be returned to the sender (for example: if the return shipping costs exceed the value of the goods), no refunds can be given in such a case.
Incorrect item received
All shipments containing items that have been received incorrectly or incorrectly must be reported to us within one week of receipt of the item. We must be notified by email if the item does not match your order. We cannot accept claims after one week of receiving the item. In the event of the delivery of an incorrect item, homelights.nl reserves the right to provide the correct product within a maximum period of 8 weeks after receipt of your email. We will pay all shipping costs for returning the incorrect item and delivering the correct product. If you do not want an exchange, the order will be treated as a return and the restocking fee will be charged up to 35%.
All products are covered by a 1 year warranty from the day the item is delivered.
Placement of orders
The costs will be debited from your payment account when the order is placed. This protects both the buyer and seller from fraud, as the charges will already appear on the credit card and the original cardholder can dispute the charges before any merchandise is shipped. If you want to cancel the order, please contact us at [email protected]
Canceled or changed orders
If an order is canceled or changed, we will issue a refund that will deduct the charges from credit card payment processors such as PayPal payments. These costs are always non-refundable. If you have any questions about return and refund policies, please contact us at [email protected] . If you have any problem during the shopping process, please don't start a dispute about Paypal. You can contact us and we will handle all matters well for you.