Return & Refund Policy
We are committed to handling verified product quality issues fairly and transparently. Please review the policy below before requesting a return or refund.
Please note: this policy applies to returns and refunds only. A separate warranty policy may apply to eligible manufacturing or functional issues after the return period.
Return Eligibility
Because our lighting products are custom-made or made to order, we accept return and refund requests within 60 days of delivery for verified quality-related issues only.
Eligible quality-related issues include:
• Items damaged in transit
• Defective items
• Incorrect items received
Non-quality-related returns are not accepted, including but not limited to:
• Change-of-mind purchases
• Orders placed by mistake
• Items that do not fit a customer’s personal preference after delivery
The following items or situations are not eligible for return or refund:
• Requests submitted more than 60 days after delivery
• Items that have been installed, used, altered, or modified
• Items returned without original packaging or with missing parts
• Complimentary light bulbs, samples, or free promotional gifts provided at no additional charge
How to Request a Return
Step 1 — Contact us first
Do not return any item without prior written authorization from us.
Please email sales@luxurycrystallighting.com with:
• Your order number
• Product name and SKU (if available)
• A clear description of the issue
• Photos and/or videos showing the problem
For visible shipping damage, please contact us within 48 hours of delivery.
Step 2 — Return authorization
If your request is approved, we will provide return instructions and the authorized return address by email.
Step 3 — Pack and ship
If a return is required, the item must be packed securely in its original packaging with all parts included. We recommend using a trackable and insured shipping method. After shipment, please send us the tracking number and a copy or photo of the shipping receipt.
Shipping Costs
• If the issue is confirmed to be our responsibility, including verified transit damage, product defect, or incorrect item sent, we will cover or reimburse the approved return shipping cost, where a return is required.
• Non-quality-related returns are not accepted under this policy.
Refunds
• Once your return or refund request is approved, and once the returned item is received and inspected where applicable, we will process the refund to your original payment method within 7 business days.
• Returned items are typically inspected within 3–5 business days after receipt.
• If a return is not required for a verified issue, we will confirm the refund arrangement by email.
• The time it takes for the refund to appear in your account depends on your payment provider or bank.
Contact Us
Email: sales@luxurycrystallighting.com
Return address (only for approved returns): Flat/RM 1101, 11/F, San Toi Bldg, 139 Connaught Rd Central, Hong Kong
Customer support response time: typically within 1–2 business days.