Refund policy
Understand your options, shipping responsibilities and next steps before you order.
01Return eligibility & timing
For eligible standard products, submit your return request within 30 calendar days of confirmed delivery.
For a change-of-mind return, the fixture must be unused, uninstalled and unmodified, with no customer-caused damage. Include its original carton, protective inserts, accessories, hardware and proof of purchase.
These condition requirements concern preference returns. A product damaged on arrival is reviewed under the delivery-issue process below. Earlier orders keep the return terms promised at the time of purchase.
02Report an arrival problem
Inspect the fixture and packaging after delivery. Report visible shipping damage, an apparent defect, a wrong item or missing parts within 72 hours of delivery.
- Send your order number and a short description of the issue.
- Photograph the product, affected parts, outer carton, internal protection and shipping label. Video may help show a functional problem.
- Keep the fixture and all packaging until support confirms the next steps. Do not discard or send anything back on your own.
We review the evidence, the extent of the problem and the available remedies before confirming an appropriate resolution. Prompt reporting helps with carrier claims. For a defect discovered later, contact support for assessment under the applicable warranty; the arrival-reporting period does not replace mandatory consumer rights.
03Get return approval before shipping
Email support@ardenlumelighting.com with your order number, the item and quantity, reason for return, and product/packaging photos. Our team will review the request and issue a Return Merchandise Authorization (RMA) when approved.
After our factory reviews and confirms the actual receiving warehouse, your written RMA approval will provide the confirmed warehouse, full return address, packaging instructions and shipping arrangement. Include the RMA number with the parcel and send us the tracking details. Unidentified or unauthorized parcels may be refused or delayed and may not qualify for a refund.
RMA validity: 14 calendar days
Hand the approved return to the carrier within 14 calendar days after we issue the complete RMA and receiving instructions, and send us the tracking details. This is a dispatch deadline, not a requirement for an international parcel to arrive within 14 days. The RMA will state its expiry date. If you need more time, obtain a written extension before expiry; an expired RMA must be reconfirmed before shipment.
Your return-request date is the date of your first written request that identifies the order. Waiting for our review does not use up the dispatch period or invalidate an otherwise timely request. Applicable mandatory rights remain unaffected.
Return packing, inspection and new damage
Before dispatch, photograph the fixture, parts, internal protection and sealed carton. For a customer-arranged preference return, use a trackable service and consider insurance for the item's value. If that return is lost or damaged in transit, notify the carrier promptly and keep the claim documents; we will provide available receiving and inspection records.
We document the outer carton and seals and record the unboxing inspection. We compare this evidence with the original claim and pre-return records to distinguish pre-existing damage from new return-transit damage. Where the customer bears the return-transit risk under the disclosed arrangement and applicable law, or inadequate packing by the customer is shown to have caused additional damage, we may deduct the reasonable, documented actual cost of the affected replacement parts from the otherwise eligible refund. Assessment is case by case: we will explain the parts, quantities, cost and evidence before a deduction. No deduction applies to the originally reported damage, a pre-existing defect or a part that already required replacement before the return. No fixed damage percentage applies and the same loss is not charged twice. Merchant-arranged defect returns are not automatically treated as the customer's transport responsibility.
04Return reasons, shipping costs & remedies
The reason for return determines shipping responsibility. Contact support before arranging any shipment or remedy. Transport we pay for must be arranged by us or approved in writing in advance, including the carrier, service and reasonable cost. Unapproved upgrades, collections, crating and other extras are not automatically reimbursed; necessary costs required by law remain covered.
| Reason | Shipping responsibility | Available resolution |
|---|---|---|
|
ReasonTransit damage or an apparent manufacturing defect on arrival Report arrival issues within 72 hours |
Shipping responsibilityARDEN LUME pays Approved return transport or shipment of replacement parts at no charge. |
Available resolutionParts, repair, replacement, partial refund or full refund. Support confirms the appropriate outcome case by case, after reviewing evidence, severity and feasible remedies. |
| ReasonAn incorrect item was supplied |
Shipping responsibilityARDEN LUME pays Return shipping for a verified wrong-item claim. |
Available resolutionThe correct replacement item or a full refund of the product price. |
|
ReasonPersonal preference Change of mind, size/style/color preference or project changes |
Shipping responsibilityThe customer arranges and pays International return shipping to our Zhongshan, China facility. |
Available resolutionAn eligible product refund after receipt, inspection and approval, with no restocking fee. Original shipping charges already paid and expedited shipping charges are not refunded. |
Undamaged preference returns must go to Zhongshan, Guangdong, China. International transport can be expensive; for a large fixture, the return cost may approach or exceed its value. The amount depends on origin, carton size, weight and service. Obtain a cost estimate before proceeding.
Outbound-shipping deductions for preference returns may differ by product. The applicable products, amount or calculation basis will be disclosed on the product page, in the quote or in written terms provided before purchase. Any deduction is limited to the disclosed, reasonable actual cost permitted by applicable rules. Undisclosed charges are not added at return, and paid shipping that is already non-refundable is not deducted again as an outbound cost.
05Custom orders & special exclusions
Customer-requested customization and items clearly identified as made-to-order or final sale before purchase cannot be returned for personal preference. Examples include a bespoke size, finish, drop length or electrical specification. A normal catalog option is not automatically a custom order.
Confirmed shipping damage or manufacturing defects remain eligible for assessment. Parts, repair, a replacement fixture or another appropriate remedy may be offered; a refund is not automatic.
Preference returns are also excluded for installed, modified or customer-damaged products; materially incomplete returns; clearance/final-sale/promotional items identified as non-returnable before purchase; and purchases totaling three or more units of the same product model for the same project, including linked orders, except for a verified quality defect or applicable legal rights. Fees for expedited or separately agreed services already provided are not normally refundable.
Before placing a bulk or project order, we recommend purchasing one fixture as a sample. Review its size, finish, materials and suitability for your space before ordering the remaining quantity.
The project, related orders and product model will be identified in the quote or written order terms. Bulk-return restrictions must be disclosed before the affected purchase. Later purchases do not retrospectively remove the return rights promised on an earlier sample or order. The sample is a paid fixture subject to the terms offered when purchased; no sample-price credit against future orders is promised.
06Return destinations by delivery location & reason
These are separate receiving locations. Do not send a parcel to the wrong facility. The actual receiving warehouse must be reviewed and confirmed by our factory. Its full address and recipient details will be provided in writing with your approved RMA. The locations below describe the purpose and region of each facility; they are not shipping instructions.
Asia returns facility · Zhongshan, Guangdong, China
All eligible, undamaged preference returns go to our Zhongshan facility, including orders originally delivered to the United States. For orders originally delivered outside the United States, all approved returns go to our China facility, not the U.S. facility. Shipping responsibility still follows the reason: the customer pays for preference returns; for verified damage, defect or wrong-item claims, we arrange or pay reasonable transport under the approved remedy. Use the approved, trackable method and safe packaging.
Why return to our Asia facility? Our Zhongshan facility centralizes the inspection, recovery, any necessary refurbishment and repackaging of returned fixtures, preparing suitable items for resale.
U.S. Used-Goods Recovery Facility
This facility is only for orders originally delivered to a U.S. address. If support requires a transit-damaged item to be returned, send it to the factory-confirmed U.S. used-goods recovery address in your RMA. ARDEN LUME arranges or pays the reasonable approved return transport.
Repack securely in the original carton, inserts and protective materials. Secure the fixture and fragile components. If the original packaging is damaged or cannot protect the parcel safely, contact support for packing instructions before shipment.
For U.S.-delivery orders involving a manufacturing defect, wrong item or another approved claim, the factory confirms the receiving location in the RMA. Orders delivered outside the U.S. use only our China facility. Do not assume that a facility can accept a parcel without approval.
07Cancellation before & after dispatch
- Within 48 hours: a standard order can be cancelled without a cancellation fee if production or fulfillment has not started.
- Expedited orders: cancellation may be unavailable once rush processing starts, even within 48 hours. An expedited upgrade fee is not refundable once the order enters that queue.
- Custom orders: cancellation is unavailable after production begins.
- After 48 hours, before dispatch: contact us for a status check. If cancellation is possible, reasonable production, handling or logistics costs already incurred may be deducted. We will explain any deduction before applying it.
- After dispatch: cancellation is unavailable. Receive the order and use the return process if eligible. For an unapproved refusal or forced return after shipment, actual outbound and return-to-origin costs may be deducted from an approved refund, subject to applicable law. No restocking fee applies.
08Alternatives for preference returns
For a non-quality-related return, a cash refund normally requires the approved item to be physically returned and accepted, unless we expressly waive return in writing or applicable law provides otherwise. Keeping, donating, disposing of or destroying the item without our written agreement does not itself qualify for a cash refund.
Support may propose an alternative resolution for a particular case. It takes effect only after both parties confirm it in writing. The form, amount and conditions will be stated in that agreement. No alternative is guaranteed or automatically owed. If no alternative is agreed, the applicable return process remains available; mandatory refund rights are not replaced without the customer’s agreement.
This section concerns personal-preference returns. Delivery-damage and verified-defect remedies are assessed under section 4.
09Refund amount, inspection & timing
Product refunds are based on the actual amount paid for the affected returned items after discounts, with order-level discounts reasonably allocated to those items. Any refundable taxes are handled under applicable rules. Original paid shipping, any applicable disclosed outbound deduction and other permitted adjustments are handled separately; the same cost is not deducted twice.
An approved full-item refund normally requires the complete item to be returned under the RMA, unless we waive return in writing or applicable law provides otherwise. Any partial refund and whether the customer keeps the item must be specified in the written case resolution.
- Inspection: normally 3–5 business days after an authorized return reaches the assigned facility.
- Approved refund: issued within 7–14 business days after inspection approval, using the original payment method.
- Bank posting: the bank or card issuer may take a further 3–10 business days to show the credit.
We will notify you of the outcome and any explained adjustment. Eligible preference returns carry no restocking fee. Shipping and separately provided services are treated as described above. Mandatory local refund deadlines take priority where applicable.
10Warranty, labor & product variation
Our existing 1-year limited warranty for qualifying manufacturing defects remains separate from the change-of-mind return window. Contact support with evidence for an assessment. Normal wear, misuse, incompatible electrical use, modification and improper installation are not manufacturing defects.
Unless required by applicable law or approved by us in writing in advance, installation, removal, electrician labor and project-delay costs are not reimbursed.
Natural veining, grain, tone and hand-finished details can differ between pieces; screen settings also affect perceived color. Such variation is assessed against the product description and its effect on safe use. A discretionary remedy in one case does not automatically apply to other orders.
11Consumer rights
Nothing in this policy excludes mandatory rights under applicable consumer law. Where those rights provide a different remedy, cost allocation or deadline, they apply. Our team’s case-by-case assessment operates within those rights.
12Contact return support
For a return, damage report, defect or refund question, email support@ardenlumelighting.com. Include your order number so we can identify your purchase.
Do not send a parcel to a corporate office or an unapproved address. Our factory must confirm the actual receiving warehouse; the full address is then supplied with your RMA.