Return & Refund Policy
Welcome to LuxSpectra. We are committed to providing high-quality crystal lighting products and ensuring a smooth shopping experience for our customers. Please review the following return and exchange policy before placing an order.
1. Return & Exchange Policy for Standard Products
For standard-sized crystal chandeliers, ceiling lights, and wall lamps, we offer a 30-day return and exchange policy under the following conditions:
- Return Period: You may request a return or exchange within 30 days of receiving the product.
- Product Condition: The returned item must be unused, in its original condition, and include all original packaging, accessories, and manuals.
- Return Shipping Cost: The customer is responsible for the return shipping fee unless the product is defective or damaged upon arrival.
- Refund Processing Time: Once we receive and inspect the returned item, the refund will be processed within 7 business days using the original payment method.
- Exchange Process: If you wish to exchange for another model, you will need to cover the return shipping cost and the shipping cost of the new item. Any price difference will be charged or refunded accordingly.
Example Scenario
Customer A purchased an 80cm crystal chandelier but later decided to upgrade to a 100cm version.
- Within 30 days, Customer A contacted support@LuxSpectra.com to request an exchange.
- Customer A covered the return shipping cost and ensured the product remained unused and in its original packaging.
- After receiving and inspecting the return, LuxSpectra processed the refund within 7 business days, allowing Customer A to place a new order for the 100cm chandelier.
2. Policy for Custom & Special Orders
Due to the exclusive nature of custom-made products, we do not accept returns or exchanges for the following:
- Custom Sizes: Products made to specific dimensions requested by the customer.
- Custom Materials or Colors: Non-standard frame colors, unique crystal combinations, or personalized configurations.
- Special Orders: Items not listed in our standard product catalog, manufactured specifically for the customer.
3. Damaged or Defective Products
If your product arrives damaged or defective, we will provide free replacement parts or a full product exchange under the following conditions:
- Inspection Period: Please inspect your item within 48 hours of receipt. If you notice any damage or defects, contact us immediately.
- How to Report: Send an email to support@LuxSpectra.com with the following details:
- Order number
- Clear photos of the damaged product and packaging
- Description of the issue
- Resolution: We will assess the claim and offer replacement parts, a full product replacement, or a partial refund, depending on the situation.
Example Scenario
Customer B received a 120cm crystal chandelier with a few damaged crystal pendants.
- Within 48 hours, Customer B emailed support@LuxSpectra.com with photos of the issue.
- LuxSpectra verified the claim and, within 7 business days, sent free replacement crystal pendants.
- Customer B successfully installed the chandelier without additional costs.
4. Order Cancellation Policy
- Before Shipment: Orders can be canceled at no charge before they are shipped.
- After Shipment: Once an order has been shipped, it cannot be canceled. Customers must follow the return policy if they wish to return the item after receiving it.
Example Scenario
Customer C placed an order for a standard crystal chandelier but later changed their mind:
- Before shipment, Customer C contacted support@LuxSpectra.com and successfully canceled the order with a full refund.
- After shipment, the order could not be canceled, and Customer C needed to follow the return policy after receiving the item.
5. Warranty & After-Sales Support
- 3-Year Warranty: All LuxSpectra crystal lighting products come with a three-year warranty covering manufacturing defects.
- Technical Assistance: If you have any questions regarding installation or product usage, our support team is available to assist you.
6. Return Process
- Contact Customer Service: Email support@LuxSpectra.com with your order number and reason for return.
- Approval & Instructions: Our team will review your request within 2 business days and provide return instructions.
- Return the Item: The product must be shipped back in its original condition and packaging.
- Refund or Exchange: After we receive and inspect the return, the refund will be processed within 7 business days or an exchange will be arranged.
For any questions or concerns, please reach out to us:
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Company name:
HARMOVEST INTERNATIONAL TRADE GROUP (HK)CO., LIMITED
Company address:WORKSHOP 60, 3/F, BLOCK A,EAST SUN INDUSTRIAL CENTRE NO.16 SHING YIP STREETKL
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(this is not a returning address)