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.
Order cancellation
All orders can be canceled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be canceled.
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 15 days) 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.
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.
Regular return
Our 60-day return policy allows you to request a return within 60 days of receipt. The item must be unused, in its original condition, 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].
Special circumstances
In certain special cases, we may offer free returns. Each case is evaluated individually, and our senior team makes the final decision on approval. All returns are considered regular unless you receive a clear notification from us stating otherwise.
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 free 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 due to items not received
If you have not received your package within 65 business days, you can apply for a full refund by emailing us. Note that Lewoer Lighting will not be responsible for replacing/refunding packages delivered to the incorrect address provided by the customer or if the customer refuses the shipped item.
Sale items or Gift cards (if applicable)
All sales and promotional items are final sales. Only regular-priced items can be refunded, sale items will not be refunded. Our return policy does not cover Gift Cards, Warranty Purchases, Accessories & Parts, or Shipping Costs.
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. If the return is not due to a fault or error on our part, the original shipping will be deducted from the refund. Refunds will be processed within 10-15 business days.
Please note we cannot process a refund until 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.
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.