Order Cancellation

Orders can be cancelled before shipment. If your order has been paid and you wish to cancel, please contact us at info@china-chandelier.com within 12 hours of placing your order. Cancellations processed within this window will receive a full refund to your original payment method.

Once your order has shipped, it cannot be cancelled. Please refer to the Returns section below for post-shipment options.

Refunds & Eligibility

We want you to feel confident purchasing from us. Here’s what’s covered:

✅ Eligible for Refund

• Damaged in Transit: If your chandelier, pendant light, or fixture arrives visibly damaged or broken, you are eligible for a full replacement at no cost. No refund is issued; we will ship a replacement item immediately upon receiving photos of the damage.
• Defective Product: If the item is defective (non-functional electrical components, manufacturing defects, missing parts), you are eligible for a full refund or replacement.
• Not as Described: If the product received differs significantly from the product listing (wrong color, wrong dimensions, wrong model), you are eligible for a full refund.

❌ Not Eligible for Refund

• Opened or Used Items: Once a fixture has been installed, assembled, or used in any way, it is not eligible for return or refund. This includes items where the packaging has been opened but the product appears unused.
• Change of Mind: Returns due to personal preference, aesthetic choice, or buyer’s remorse are not eligible for refund.
• Damage Due to Customer Negligence: Damage resulting from improper handling, installation, modification, or failure to follow care instructions is not eligible for refund.
• Missing Accessories or Components: If components were included with the shipment but subsequently lost or misplaced, refunds are not available.
• Expired Return Window: Returns requested after 60 days from delivery are not eligible.

Special Circumstances (No Refund)

• Customs or Import Issues: If your order is delayed or not delivered due to customs clearance failures, import restrictions, or duties owed, we are not responsible for refunds. These are external factors beyond our control.
• Incorrect Shipping Address: If an order is not delivered due to an incorrect address provided by the customer, a refund is not available.
• Lost in Transit (Carrier Responsibility): Refunds for packages lost by the shipping carrier are handled directly between you and the carrier’s insurance claim process. We recommend purchasing shipping insurance at checkout.

Return Process

Step 1: Contact Us First

Before sending anything back, you must contact us at info@china-chandelier.com  with:

• Your order number
• Photos or description of the issue
• Your preferred resolution (refund or replacement)

Do not return items without authorization.

Step 2: Return Authorization

Once we assess your claim, we will either:

• Approve a replacement: We ship a new item to you at no cost. You may dispose of the damaged item or return it at your own expense (optional).
• Approve a refund: We provide return shipping instructions.
• Deny the claim: We will explain why your return doesn’t meet our refund policy.

Step 3: Return Shipping

• Return shipping costs are the customer’s responsibility.
• You are responsible for securely packaging the item and selecting an insured shipping method.
• Provide us with a tracking number once shipped.
• Items should be returned to: Our Address what we will send in the EMAIL

Step 4: Inspection & Refund

Once we receive and inspect your return:

• Refunds are processed within 5-7 business days of inspection.
• The refund will be issued to your original payment method.
• Refunds do not include original shipping costs or return shipping costs.

Shipping & Delivery Times

• Standard Shipping: 35-55 business days (depending on destination)
• Express Shipping (if available): 15-20 business days
• Delivery times begin after your order ships; processing time (typically 3-7 business days) is separate.

We are not responsible for delays caused by customs, weather, or carrier issues.

Damaged Items in Transit

If your Order arrives damaged:

1. Document the damage immediately with clear photos of the packaging and the broken item.
2. Contact us within 7 days of delivery with photos and your order number.
3. Do not dispose of the item until we’ve reviewed it.
4. We will ship a full replacement at no cost upon approval.
5. Return of the damaged item is optional.

How to Contact Us

For returns, refunds, or damage claims, please reach out:

• Email: info@china-chandelier.com
• Contact Form: [link to contact form]
• Response Time: We respond to all inquiries within 24-48 hours.

Important Notes

• This policy applies to purchases made on china-chandelier.com only.
• All refunds are issued to the original payment method used at purchase.
• Original shipping costs are non-refundable.
• By completing a purchase, you agree to these terms.
• This policy is subject to change without notice. The version current at the time of purchase applies to your order.

We take customer satisfaction seriously. If you have questions about whether your situation qualifies for a refund or replacement, please contact us before initiating a return. We’re committed to finding fair solutions.