Refund and Returns Policy

At Weixin Qilin, every lighting product is crafted and packed with care to meet the highest standards of quality and design. We understand that purchasing lighting for your home or workspace is a meaningful decision, and we want you to be fully satisfied with your purchase. This policy outlines the conditions under which returns, exchanges, or refunds may be processed.

1. Eligibility for Returns

You may request a return within 14 days of delivery if your item arrives damaged, defective, or significantly different from the description on our website. To be eligible for a return:

The item must be unused, uninstalled, and in its original packaging.
All components, accessories, and manuals must be included.
Proof of purchase or order confirmation is required.

Please note that custom-made, personalized, or special-order lighting items are not eligible for return unless they arrive damaged or faulty.

2. Damaged or Defective Items

We take great care in ensuring that your order arrives safely. However, if your package or lighting fixture is damaged upon arrival, please contact us immediately at [email protected] with photos of the damage and your order number.

Our support team will assess your claim and may offer a replacement, repair, or refund depending on the situation. Claims submitted more than 7 days after delivery may not be eligible for compensation.

3. Non-Returnable Items

For safety and hygiene reasons, certain items are non-returnable. This includes:

Items that have been installed, used, or modified.
Products without their original packaging or accessories.
Customized designs, made-to-order chandeliers, or special finishes.
Items purchased through third-party retailers or unauthorized sellers.

4. Return Shipping

Unless the return is due to an error on our part (such as a damaged or incorrect product), the customer is responsible for return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance to ensure the product reaches us safely.

Please contact our support team before shipping any return items to receive the correct return address and authorization details. Unauthorized returns may not be accepted or processed.

5. Refund Processing

Once your return is received and inspected, you will be notified via email. If your return is approved, a refund will be issued to your original payment method within 5–10 business days, depending on your payment provider’s policies.

Shipping charges, import duties, or customs fees paid at checkout are non-refundable unless the return is due to a confirmed product defect or our fulfillment error.

6. Exchanges

We currently do not offer direct exchanges. If you wish to replace an item, please initiate a return for a refund and then place a new order for the desired product.

7. Order Cancellations

Orders can be cancelled within 24 hours of purchase if they have not yet been processed or shipped. Once an order has entered production or has been dispatched, cancellations are no longer possible.

8. Late or Missing Refunds

If you haven’t received your refund after 10 business days, please first check your bank or payment account again. Then contact your credit card company or payment provider, as processing times can vary. If the issue persists, reach out to us directly for assistance.

9. Return Address

To ensure proper handling, please contact our customer service team before sending any return. You will receive the correct return address and instructions via email once your return request is approved.

10. Contact Information

For all return, refund, or exchange inquiries, please contact us at:

Email: [email protected]
Address: No. 259, Yanjiahe Village, Jidian Town, Huguan County, Changzhi City, Shanxi Province

We value your trust and are committed to providing a lighting experience as reliable and refined as the products we create. Your satisfaction remains at the heart of everything we do at Weixin Qilin.