We prioritize customer satisfaction above all. If you experience any problems with our products, please contact us. Our team is dedicated to resolving your issues promptly and effectively, including sending replacements or even a new light, given we receive clear photos or videos showing the defects. We value your support and patience and are committed to providing exceptional quality and service.
Free shipping
We offer free shipping on all our products. If you receive a product that is damaged or defective, we will promptly send you replacement parts or even a new product free of charge.
Damages and issues
Our team carefully carries out a strict and thorough inspection of each light and packs them securely to ensure their safe arrival at your doorstep. Please inspect your order upon reception and contact us immediately (within one week) if the item is defective, or accidentally damaged during transportation or if you receive the wrong item so that we can evaluate the issue and make it right by replacing the problem parts or the whole fixture based on the situation. If you change your mind and wish to return the fixture instead, you are welcome to return it using your own shipping label. Again, we will always make it right by sending you replacements free of charge, provided that we receive high-quality photos and/or videos showing the defects.
*Importance: If there is any manufacturer defect or shipping damage, please contact us within 48 hours and take photos and videos to show us the defect for us to verify. Shipping companies (like UPS, FedEx, and DHL) only accept shipping damage claims within one week after delivering the product. Therefore, you will be responsible for any cost related to the shipping damage if you do not contact us within one week.
*The photos/videos are mandatory for our team to assess the issues and provide the best resolutions possible, they also allow us to document the issues as we will need to assess the condition of the lights based on the provided photos/videos upon receiving the returned item.
Return
Our 60-day return policy allows you to request a return within 60 days of receipt. The item(s) must be unused, uninstalled and unassembled, in the original condition as when you received them, and include all components.
To start a return, you can contact us at [email protected] with your order ID. Items sent back without prior request won’t be accepted. Customers will be responsible for the return shipping costs (including any duties/taxes resulting from the return of the product, if applicable). After your return is approved, please send the item back to the address provided in our return instructions email by the deadline to ensure the authorization and processing of your refund. Once the item is received, a full, partial refund in cash or store credit will be issued upon inspection of the returned item. If the item has been used, is missing parts, or shows signs of additional wear and tear, then the store credit will be issued instead. You can always contact us for any return questions at [email protected].
Order cancellation
Customized items are not eligible for cancellation. For non-customized orders, if the payment was processed via PayPal, you may cancel the order for free within 24 hours by replying to your order confirmation email. Credit card payments incur a 3% – 6% gateway fee*, depending on whether the transaction is international. After 24 hours, you can still cancel it as long as the products have not been shipped out, but a 10% handling and processing fee and any applicable credit card gateway fees will apply. Once the product is shipped out, the order can not be canceled.
*The credit card company collects this fee once the transaction is successful. Unfortunately, this fee cannot be returned even if we initiate a refund or reversal.
*In some cases, your order has been shipped, but you may not have received a tracking number yet. This can happen because our packages go through large distribution centers where they are measured and processed before a tracking number is assigned.
Open box items (if applicable)
Please note, at this time, open-box items are only available to customers within the continental United States. Open-box items are an excellent way to shop for items while getting a great deal! Open-box items are typically returned goods by customers, inspected by our warehouse staff team, and then restocked at a considerable discount. No customizations can be made for open-box items. You will still get the warranty when purchasing the open-box items. However, they are final sales and non-refundable. While we do our best to ensure all open-box items are reviewed (functional and in almost-new condition), should you have any issues with your open-box item, please feel free to reach out to our customer care team so we can assist in arranging any replacements if needed. Should you, in any event, want to exchange for a brand new item, you would be responsible for any price difference.
Customized items (if applicable)
The process of customizing the lights requires significant effort and time, as they are tailored specifically for you. As a result, the return does not apply. However, if any defects or issues arise, we will address them quickly and replace the necessary components or the entire light for you.
Refund for non-receipt or unauthorized purchase
If you have not received your package within 65 business days, you may request a full refund by contacting us via email. Please note that Lewoer Lighting is not responsible for replacing or refunding any packages that are delivered to an incorrect address provided by the customer, are refused by the customer (including refusal or failure to clear customs), are left unattended outdoors and subsequently lost or damaged, or fail to be delivered because no one is available to receive them. Lewoer will not be responsible for any issues arising from your failure to manage your payment information securely. This includes unauthorized use of your card by others or card loss.
Customers are responsible for providing the correct shipping/billing address, securing their payment information, and monitoring their account activity. If they suspect any unauthorized use of their credit card, they must contact us at [email protected] within 5 days of the transaction with the required documents and evidence. Please note, that if the product has already been shipped, we can no longer issue a refund.
Exclusions
Our return policy does not cover Gift Cards, Warranty Purchases, Clearance Sale Items, Accessories Parts, or Shipping Costs. Please note that we do not accept returns for oversized items if the length or diameter exceeds 150 cm or if the total weight is over 150lb. We encourage careful consideration before finalizing your purchase.Our refund policy also does not cover instruments purchased or rented from third parties, electricians hired by the customer, or repairs made by the customer without reporting the issue to us first.
Exchanges
We do not accept exchanges unless they are damaged/broken, if there are damages to the fixtures, please reach out to us and we will help replace any damaged parts or the fixture based on the situation.
Refund process
We offer refunds to your original payment method. Upon receipt and inspection of your returned items, we will promptly notify you about the status of your refund. Refunds will be processed within 10-15 business days. In the following circumstances, the original shipping cost, and a restocking fee(totaling 30% of the price) will be deducted from the refund*:
1. The return is not due to a fault or error on our part, for example, the customer changed their mind.
2. We offered replacements, for example, for parts accidentally damaged during transit, but the customer changed their mind and chose to return the item instead*.
Please note we can only process a refund after we have received the returned product. This is to ensure that the product is in the condition described by the customer and to verify the legitimacy of the return request.
*For some lights, the shipping and restocking fees may be higher due to their weight and size. In such cases, we will calculate the fees based on the specific circumstances.
Warranty
Selected fixtures will have warranties when you purchase them. Note that the warranty only covers manufacturing defects and does not cover any normal wear and tear. LEWOER Lighting reserves the right to ask for evidence (including photos and/or videos) of the defective parts and replace the parts based on our discretion. Only one incident is covered. Please contact us if you want to purchase an extended warranty. If you purchase our extended warranty, your coverage period will be extended accordingly.
Please note that bulbs included with the product are complimentary gifts and can be replaced with your own bulbs. These bulbs are not covered under our return policy or warranty.