Refund policy

Return & Refund Policy

We want you to be fully informed before placing your order. This policy clearly explains your return options, who covers shipping costs, and which items can or cannot be returned. Please read carefully — by placing an order, you acknowledge the terms below.

Last Updated: September 11, 2026

1. Return Window

We accept returns and exchanges within 60 days of the confirmed delivery date. Items must be:

  • Uninstalled and unused
  • In original packaging with all original accessories, hardware, and tags included
  • Free of any signs of installation, modification, or wear
  • Accompanied by proof of purchase (order number or confirmation email)

Requests submitted after 60 days from the delivery date cannot be accepted.

2. Reporting Damage, Defects, or Incorrect Items on Arrival

Please inspect your order as soon as it arrives. If your item arrives damaged, defective, or incorrect, contact us as soon as possible, and no later than 72 hours after delivery. Please include clear photos of:

  • The damaged, defective, or incorrect area of the product
  • The original packaging, both outside and inside, showing any signs of transit damage
  • The shipping label on the outer box

Reporting within this window allows us to file carrier claims and arrange the fastest resolution. Reports submitted significantly after delivery, or without supporting photos, may not qualify for full replacement or refund.

3. How to Start a Return — Request an RMA First

Please do not ship any item back without first contacting us. All returns require a Return Merchandise Authorization (RMA) number issued by our support team. Unauthorized returns cannot be identified and will not be processed or refunded, and may be refused at the receiving facility.

To request an RMA, please email info@vakkerlight.com with the following information:

  • Your order number
  • The item(s) you wish to return
  • The reason for the return
  • Photos of the item and packaging (required for damage or defect claims — see Section 2)

Our team will respond within 1 business day with your RMA number and the specific return address that applies to your order.

4. Return Shipping Costs — Who Pays?

Who pays for return shipping depends entirely on the reason for the return. Please review the table below before placing your order.

Return Reason Who Covers Return Shipping? Refund Outcome
Item arrived damaged or defective (reported within 72 hours per Section 2) Vakkerlight — we provide a prepaid return label or send free replacement parts Replacement, repair, partial or full refund — determined case-by-case
Wrong item sent Vakkerlight — we cover all return shipping costs Replacement or full product refund
Customer preference
(change of mind, doesn't match decor, sizing concerns, etc.)		 Customer — you are responsible for arranging and paying return shipping Product refund upon receipt and inspection, less any applicable handling or restocking fee (see Section 7). Original shipping fees and any expedited shipping fees are non-refundable.

⚠️ Important — Please read before purchasing:
The majority of our designer fixtures are shipped from our Asia fulfillment center. For preference-based returns of these items, you are responsible for international return shipping costs, which typically range from USD $80 to $200+ depending on item size, weight, and country of origin. In some cases — particularly for oversized chandeliers — return shipping may exceed the value of the item itself.

If you have any concerns about size, finish, color, or compatibility with your space, please contact us at info@vakkerlight.com before placing your order. Our team can provide dimensions, additional photos, finish samples, and compatibility guidance free of charge.

For custom, made-to-order, or personalized items, please see Section 5 — these items are Final Sale and are not eligible for preference-based returns.

5. Custom, Made-to-Order, and Personalized Items — Final Sale

Because they are produced or modified specifically for your order and cannot be resold, custom, made-to-order, and personalized items are Final Sale and are not eligible for return, exchange, or refund for change of mind, buyer's remorse, ordering error, or design preference reasons.

Custom / made-to-order items include, but are not limited to:

  • Extended or shortened cord, cable, or wire length
  • Extended or shortened rod, stem, chain, or drop length
  • Custom paint colors, custom finishes, or bespoke color matching (including Pantone or client-supplied color matching)
  • Non-standard sizes, dimensions, or configurations
  • Modified socket type, wattage, voltage, or wiring for a specific market
  • Any item marked as "Custom," "Made to Order," "Bespoke," or "Special Order" on the product page or at checkout

The only exception to the Final Sale rule is a confirmed manufacturing defect or shipping damage, reported within the window described in Section 2. In such cases we will provide repair, replacement parts, a replacement unit, or another appropriate remedy. A refund is not automatic in these situations, and cannot be requested simply because the custom item is no longer wanted, because the specification was submitted incorrectly by the customer, or because the finished color or dimension appears slightly different from a screen preview, sample photo, or personal expectation.

Because custom orders enter production shortly after payment and cannot be cancelled once production has begun, please confirm every detail — dimensions, cord or rod length, colors, wiring, wattage, quantity — before placing the order. If you are unsure, please contact us before purchasing.

6. Return Addresses

Please do not return any item until you have received an RMA confirmation from our team. Depending on the product and the origin of your shipment, the return destination will be one of the two regions below. The exact street address for your return will be provided in your RMA confirmation email.

🇺🇸 US Return Location

Vakkerlight Returns
Third-party returns-processing location, United States
(Exact address provided upon RMA approval)

This location applies only to items that were originally fulfilled from U.S. stock. These items are clearly labeled "In Stock — Ships from U.S." on the product page.

🇨🇳 Asia Fulfillment Region

Vakkerlight Returns
Jiangmen, Guangdong Province
China
(Exact address provided upon RMA approval)

This location applies to items shipped directly from our Asia fulfillment center, all oversized or made-to-order fixtures, and all customers located outside North America.

Please do not ship to any address before receiving your RMA confirmation. Items returned without prior authorization, or to any address not specified in the RMA email, may be refused, delayed, or ineligible for refund.

7. Order Cancellation and Restocking Fees

Within 48 Hours of Placement

You may cancel your order free of charge within 48 hours of purchase, provided the order has not yet entered production or fulfillment. To cancel, email us at info@vakkerlight.com with your order number.

Expedited, Express, or Rush-Shipping Orders

Because these orders enter our expedited fulfillment queue immediately upon payment, cancellation may not be possible even within the 48-hour window. Any expedited shipping upgrade fee is non-refundable once the order has entered the expedited fulfillment queue, even if cancellation is otherwise approved.

Custom or Made-to-Order Items

Cannot be cancelled once production has begun. See Section 5.

After 48 Hours, Before Shipment

If production has begun but the item has not yet shipped, cancellation may still be possible, but reasonable handling, production, and logistics costs will be deducted from any refund. The exact deduction will be confirmed before it is applied.

After Shipment

Once an order has been dispatched to the carrier (including loading into shipping containers for sea freight or handoff for air freight), cancellation is no longer possible. Please wait to receive the item and, if you no longer want it, follow the standard return process described above.

Refused Delivery / Forced Cancellation After Shipment

If you refuse delivery of a shipped order, or force a cancellation after the item has been dispatched, a restocking and logistics fee of 30%–50% of the item value will be deducted from your refund to cover incurred outbound shipping, return-to-origin costs, and handling. We strongly recommend contacting us to discuss any concerns before refusing a delivery.

8. Non-Returnable Items

  • Custom, made-to-order, or personalized products (see Section 5)
  • Items returned after the 60-day return window
  • Items that have been used, installed, wired, altered, damaged after delivery, or returned in materially incomplete condition
  • Items returned without RMA authorization, or shipped to an address not specified in the RMA email
  • Bulk orders of 3 or more identical units — except in cases of verified quality defect. For bulk purchases, we strongly recommend ordering a single sample first.
  • Expedited shipping fees, once the courier service has been rendered
  • Clearance, final-sale, or promotional-price items, unless otherwise stated

For high-value or large project orders, please contact info@vakkerlight.com before purchasing to confirm specifications, lead time, and return eligibility in writing.

9. Alternative Resolution for Preference Returns

For standard (non-custom) items returned for personal preference, change of mind, or other non-quality-related reasons, the standard resolution is a return to the applicable facility identified in Section 6, with the customer responsible for return shipping as described in Section 4.

In limited cases, and entirely at Vakkerlight's sole discretion, we may offer store credit as a courtesy alternative to a standard return. Any such offer, if made, will be for a portion of the item purchase price (excluding original outbound shipping and any expedited shipping upgrade fees), issued as a single-use code with no cash value, valid for 12 months from issuance, and non-transferable.

Any courtesy alternative offered under this section is:

  • Not a customer right or entitlement under this policy;
  • Determined case-by-case based on the product category, order value, shipment origin, and account history;
  • Not available for custom, made-to-order, personalized, oversized, or clearance items;
  • Final and non-negotiable in amount and form once offered — declining a courtesy alternative returns the case to the standard return process.

Cash refunds without physical return of the merchandise are not available. Photographs of local disposal, donation, destruction, resale, gifting, or any other disposition of the item do not qualify the customer for a refund of any amount. All refunds require the merchandise to be received in acceptable condition at the return facility we designate.

To inquire about a courtesy alternative, please mention it in your return request email to info@vakkerlight.com. We do not guarantee that any alternative will be offered.

10. Refund Processing Timeline

Once your return arrives at the designated return location:

  • Inspection: 3–5 business days from receipt
  • Refund issued: Within 7–14 business days after inspection approval
  • Refund method: Same payment method used for the original purchase

You will receive an email confirmation when your refund has been issued. Please allow an additional 3–10 business days for the funds to appear in your account, depending on your bank or card issuer.

11. Regional Consumer Rights

European Union

EU customers have the statutory right to withdraw from a purchase within 14 days of delivery under the EU Consumer Rights Directive. We voluntarily extend this period to 60 days. The item must be uninstalled and in its original condition. Standard EU consumer protection rights apply and are not waived by any provision of this policy.

United Kingdom

UK customers have the statutory right to cancel within 14 days of receiving the goods under the Consumer Contracts Regulations 2013. We voluntarily extend this to 60 days.

Other Jurisdictions

Where local consumer protection law provides rights greater than those described in this policy, those local rights apply. This policy does not limit any statutory consumer rights you may have under applicable law.

12. Product Disclaimers

  • Color variation: Colors may appear slightly different on-screen due to individual monitor display settings, lighting conditions, and photography. Slight variation between the website image and the physical product is normal and does not constitute a defect.
  • Dimension tolerance: All dimensions are manually measured and may vary by ±1–2 cm. This tolerance is within our quality standard and does not constitute a defect.
  • Natural materials: Products incorporating natural materials (alabaster, travertine, wood, rattan) will show unique veining, grain, and color variation. No two pieces are identical. This is a feature of the material, not a defect.
  • Courtesy alternatives: Any courtesy alternative resolution (including store credit, partial refund, or exchange offer) is made at Vakkerlight's sole discretion and does not create a right, precedent, or entitlement for any current or future order.

13. Contact Us

If you have any questions about this policy or need help with a return, please contact our customer support team:

  • Email: info@vakkerlight.com
  • Phone: +1 (800) 715-2593
  • Hours: Monday – Friday, 9:00 AM – 6:00 PM EST (excluding U.S. public holidays)

Our phone line is staffed by live customer service representatives during the hours listed above. We aim to respond to all email inquiries within 1 business day.

Mailing Address (business correspondence only — NOT a return address):
Vakkerlight Inc
5000 Thayer Ctr Ste C, Oakland, Maryland 21550

Vakkerlight Inc · USPTO Registered Trademark #7,662,504 · Last updated: September 11, 2026