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
We accept return and refund requests within 60 days of delivery for verified quality-related issues only, including:
• 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.