Return & Refund Policy

Your peace of mind matters to us. Every piece is designed for durability and backed by our 2-year limited warranty. Starting from the day you receive your order (based on the carrier’s delivery confirmation), we cover any flaws in materials or workmanship—excluding damage caused by improper installation, misuse, or natural wear—to help you enjoy your beautiful new living space without worry.

1. Mandatory Pre-Return Contact

Before initiating any return or refund request, you must first contact Worldchandeliers via email (no direct returns will be accepted).

  • Email: info@worldchandeliers.com
  • Required information to include:
    1. 8-digit order number (found in your order confirmation email)
    2. Detailed item name, model number (if applicable), and quantity
    3. Clear photos/videos of the issue (e.g., damage, defect, wrong item) and the original shipping label
    4. Brief description of the problem and your preferred resolution (e.g., replacement, refund)


2. Return Eligibility & Exclusions

Due to the fragile and often made-to-order nature of lighting fixtures, returns/refunds are only accepted for the following scenarios:

  • The item arrives with physical damage (confirmed by photos/videos of the outer carton and product)
  • The item has manufacturing defects (e.g., non-functional parts, finish flaws) that affect use
  • You receive an incorrect item (different from the one ordered, verified via order details)

Returns are strictly excluded for:

  • Change of mind, personal preference, or ordering mistakes (once production has started or the order has shipped)
  • Damage caused by improper installation, transportation after delivery, or failure to follow care instructions
  • Customized items (unless the customization itself has errors due to our mistake)

3. Strict Reporting Timeframes

To be eligible for support, you must report issues within the following deadlines (based on the carrier’s delivery confirmation time):

  • Damage, defect, or wrong item: within 48 hours of delivery
  • Missing parts or accessories: within 7 days of delivery
  • Warranty-related issues (after initial use): Contact us within 1 year of delivery (for 2-year warranty coverage, the second year covers major structural defects only)

Claims submitted after these timeframes may be rejected, unless delayed due to force majeure (e.g., natural disasters, customs detention) with valid proof.

4. Approved Resolution Options

Once Worldchandeliers verifies the issue (usually within 3 business days of receiving your request), we will offer one of the following solutions based on the situation:

  • Replacement parts: For minor defects (e.g., missing screws, damaged glass shades) – shipped via expedited delivery at no cost to you
  • Full item replacement: For irreparable damage or major defects – we will arrange pickup of the faulty item (if required) and ship a new one
  • Refund or partial refund: Only if replacement is unavailable or you prefer this option – refund amount will exclude non-refundable costs (e.g., custom processing fees, if applicable)

5. Return Shipping Rules & Fee Responsibility

  • Our responsibility (if the issue is confirmed as our fault):

    We will provide a pre-paid shipping label or reimburse shipping costs (up to the standard shipping fee of your original order).

    Returned items must be packed in the original packaging (or equivalent protective materials) to prevent further damage—items damaged during return transit due to poor packaging may be rejected.
  • Your responsibility (if the issue is not our fault):

    You will bear all return shipping fees, and we reserve the right to deduct a 15% restocking fee from the refund (for non-defective items returned with approval).

6. Authorized Return Address

No unsolicited returns will be accepted—you will only receive a valid return address after your request is approved.

  • After approval: We will email the designated return address (different from our business office address) and a return authorization number (RA#) – write the RA# on the outer carton to ensure proper processing.
  • Business office address (not for returns): Room 10-3-1, No. 857 Rili Middle Road and No. 22 Dieyuan Road, Yinzhou District, Ningbo City, Zhejiang Province (this is for correspondence only, not product returns).

7. Refund Processing Details

  • Refund approval: All refund requests require written confirmation from Worldchandeliers (via email) – verbal requests will not be processed.
  • Refund method: Approved refunds will be issued to the original payment method (e.g., credit card, PayPal) – no cash refunds or transfers to third-party accounts.
  • Processing timeline: After we receive and inspect the returned item (or confirm the issue without return), refunds will be processed within 7 business days. Your bank or payment provider may take an additional 3–5 business days to reflect the funds in your account (depending on their processing rules).
  • Non-refundable items: Customization fees, expedited shipping fees (if the original order used expedited delivery), and any duties/taxes paid by us (for international orders) are non-refundable.