Refund policy

Last updated: July 6, 2026

We are committed to ensuring that you are completely satisfied with your purchase. If you are not entirely satisfied with your order, please review our return and exchange policy below.

1. Return and Exchange Period

• You may apply for a return or exchange within 30 days of receiving your product.

 

• All items are sold as single fixtures. If a product name or description mentions multiple numbers (like a "2-Light Wall Sconce", "3-Light Island Pendant", or "6-Arm Chandelier"), this tells you the number of bulbs or light points on that single fixture. It does not mean you are buying a set of multiple separate light fixtures.
• Please read the product details carefully before ordering. If you are unsure what is included, contact our support team before you buy.

Refund Exclusion: We do not offer returns, exchanges, or refunds if you misunderstand a multi-light fixture to be a multi-pack or set.

• To be eligible for a return, your item must be unused in the same condition.
• We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
  
• To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 
  
  To start a return, you can contact us at support@lightsstory.com.
  
  If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
  
  You can always contact us for any return question at support@lightsstory.com.
  

Damages and issues

 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

 
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

 
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@lightsstory.com.

hat you received it, with all tags attached, and in its original packaging.

1. A receipt or proof of purchase is required.
2. You must contact our support team at support@lightsstory.com to receive authorization before shipping any products back to us.

2. Return and Refund Conditions

• Shipping & Taxes: Except for verified product quality issues, all international shipping fees, customs duties, and import taxes for returns and exchanges are the sole responsibility of the buyer.
• Restocking Fee: If a return is not due to a quality issue, a 15% to 20% restocking and handling fee will be deducted from your final refund amount.

 

• Non-Returnable Items:

1. Special offers, clearance items, or customized/made-to-order products cannot be returned or exchanged.
2. Virtual goods and services (such as shipping insurance, expedited shipping fees, etc.) are non-refundable once the items have shipped.

• Undelivered Shipments: If a shipment has not been delivered for more than 90 days, please contact us to review refund eligibility.

3. Circumstances Where Returns/Refunds Are Not Accepted

We strictly do not accept returns, exchanges, or refunds under the following circumstances:

• Exceeding the Time Limit: Requests made after the 30-day return window.
• Signs of Use: Products that have been installed, wired, used, or show obvious signs of use.
• Damaged or Incomplete Items: Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error.
• Customized Items: Products customized according to customer preferences or specific instructions cannot be canceled, returned, or exchanged once production or shipping has begun.
• Listing Misunderstandings: Returns based on a misunderstanding of product specifications, quantities, or pricing that were clearly marked on the product page (including the single-unit fixture rule noted above).

4. Damaged, Wrong, or Defective Items

If your item arrives damaged during transit, is incorrect, or has a quality defect, you must file a claim within 48 hours (for transit damage) or 30 days (for technical quality issues) of receipt.

Mandatory Claim Evidence: To process a quality or damage claim, you must provide:

1. A clear, unedited video of the unboxing.
2. Multiple photos showing the item from different angles.
3. Clear photos of the outer packaging box and the shipping label. Failure to provide this evidence will result in the immediate denial of your claim.

5. Consumer-Responsibility Returns

If a return is initiated due to customer preference, the customer is fully responsible for the return shipping costs. The exact fee depends on the courier company you choose. This includes situations where:

• The customer feels the product does not meet their personal expectations.
• The customer feels the size is too small or too large.
• The customer feels the color/finish does not meet their expectations.
• The customer changes their mind or no longer needs the product.
• The customer ordered the wrong item or incorrect quantity.
• The customer did not thoroughly read the product description and specifications prior to ordering.

6. Step-by-Step Return Process

• Review Eligibility: Read the policy above to ensure your item qualifies for a return.
• Submit a Request: Email support@lightsstory.com with your order number and reason for return. For quality/damage claims, attach the required photos and unboxing video.
• Receive Instructions: If approved, we will provide the return address and specific shipping instructions. Do not ship items without our prior approval.
• Ship the Item: Ship the package at your own expense using a trackable shipping service. We do not provide prepaid labels. Print your order confirmation email and place it inside the return box.
• Provide Tracking: Email us the tracking number once the package is dispatched.
• Processing & Refund: We will process your return within 7 business days of receiving and inspecting the package at our facility. Approved refunds will be issued automatically to your original method of payment.

Contact Information

LightsStory

• Phone: +86 1910-761-1107
• Email: support@lightsstory.com
• Factory Address: No. 6, Hefeng Street, Second Industrial Zone, Guzhen Zhongshan, 528421 Guangdong, China.
• Office Address: Room 511, 5th Floor, Ming Sheng Industrial Building, 19-21 Hing Yip Street, Kwun Tong, Hong Kong.