Conditions available for returns and refunds
Within 14 days of receipt of the goods, you may request a return for a refund (excluding our return shipping costs). Any lamps or related products returned must be in their original box, in a resalable condition (except in certain circumstances as described below) and must not be used. Additionally, return refunds may be subject to a restocking fee, please refer to the Restocking Fee section below for details.
Order Adjustment
You have a 24-hour timeframe to revise particulars in your order, including color, size, shipping address, and telephone contact. Once an order has been dispatched, adjustments cannot be made.
Cancellation of Orders
You can cancel your order without charge within 24 hours of placing it. If the order has already been shipped, cancellation is not possible. Should you insist on cancellation after shipping, a fee between 30% to 50% of the order total will apply for storage, preparation, and shipping costs. This sum will be deducted from the refund of your item(s).
Return
If you intend to return an item bought from our site, you have 14 days from the order receipt date to begin the return process. Return shipping costs shall be borne by you. This amount will be deducted from the refund of your(s) item(s).
Please ensure the item to be returned remains in its original condition: unused, in the original packaging, with all accessories included.
Upon receiving return approval, you have 7 days to dispatch the return item. Items that are damaged, soiled, or used are non-returnable.
Please note that the Exclusions from Return Policy:
• Customized products which are ordered from the manufacturer according to the customer’s wishes. (except manufacturer defects)
• All accessories, such as light bulbs.
• We will not accept returns, cancellations or exchanges of large orders of the same product (“large orders”: three or more of the same product). If you are ordering a large quantity of an item, we recommend that you first buy one to make sure whether it is what you need. For any questions, please contact us at support@thetoplamp.com and we will get back to you as soon as possible.
Please note:
The colors may appear slightly different via the website due to computer’s image resolution and monitor settings. The dimensions will be slightly different as a result of manual measurement. Colors and dimensions are for reference, please refer to the actual product.
How to initiate a return?
• Email [email protected] with reasons for return and item details.
• Await email confirmation of return approval.
• Once your return application approved, you will receive an email of return approval.
• If everything is ready, you have 7 days, from the date of receiving return approval, to send off the item you wish to return. The shipping fee will be paid by you.
• Please tell us by email the tracking number and the tracking URL after sending off the item you wish to return.
• Once the returned item received, we will tell you by email whether the returned item is eligible for our Return & Refund Policy. If so, we will issue a refund to you. If not, we reserve the right to refuse to refund you.
Refund
• We will refund for you after receiving the returned item which is eligible for our Return & Refund Policy.
• The refund will be in your original payment account after the refund operation. (PayPal: 1-2 days; Credit card: 3-5 days)
• The actual amount received by you may differ from your original payment due to exchange rate fluctuations.
• Any shipping fees paid are non-refundable.
Return Address
We will select the nearest return shipping address based on your location. Once your return request has been confirmed, we will send you the return address. Please contact us before returning a item to receive the return shipping address and other instructions. We will not be responsible for returned item(s) without notifying us in advance.
If you encounter any problems during shopping on our website, please contact us at support@thetoplamp.com for a solution. Issue a dispute (such as PayPal dispute) will not be helpful to speed up problem solving.
If you have any questions about our Return & Refund Policy, please contact us at support@thetoplamp.com
Q&A
If the Product Arrives Damaged:
Items with broken glass, dented shades, or frames upon arrival are not classified as defective and cannot be returned. In such circumstances, we offer glass or shade replacements at no extra cost. Opting out of a replacement and choosing to return the item will incur restocking fees of up to 35%. Additionally, we reserve the right to subtract all outbound shipping fees from the refund provided.
If the Received Item Differs from Your Order:
• We advise verifying your order information for accuracy.
• Any shipments with incorrectly received items must be reported within one week of receipt.
• In the instance of an incorrect delivery, we commit to supplying the correct product within 8 weeks of receiving your notification. All return shipping fees for the erroneous item and the correct product will be covered by us.
• If you prefer a refund instead of an exchange, treating the situation as a standard return will result in charges of up to 35% to cover storage, preparation, and shipping costs.
Can I Refuse to Accept a Shipped Item?
Once an order is shipped, it cannot be intercepted. Refusing delivery will incur a fee of 30%-50% of the order value encompassing storage, preparation, and shipping costs, deducted from the refund.
In Cases of Force Majeure (e.g., damage or defects), promptly contact our customer service team at [email protected] for proper resolution.
Damaged Returned Items:
While returning an item, ensure it is properly packaged. Refunds cannot be issued for damaged returns. If damage occurs during return shipping, we advise filing a claim with the carrier and notifying us within 14 days of damage.
Refund Timeline:
Upon successful return, refunds may take up to 5 working days to reflect in your original payment method (PayPal: 1-2 days; Credit card: 3-5 days). For inquiries, reach us via email at [email protected] for prompt assistance.
Please note that any cancellation or return should follow our Return & Refund Policy.
Manufacturer defects?
If there is a manufacturer defect – we reserve the right to repair / fix any damaged part / glass or defect of any fixture – we sell. If the defect cannot be repaired, we will provide a replacement at no additional charge.
About warranty?
Some items are covered by one-year warranty from the date of purchase. For details, please contact us at support@thetoplamp.com
Will I pay for the shipping fee when returning the item?
Yes. In case of any return caused by non-quality problems (including but not limited to colors, dimensions, unsuitable style, personal reasons…), the shipping fee for return shall be borne by you. The actual amount may vary with different carriers.
If you want to return the item for damage or defects, don’t worry and please refer to “The item is damaged when I receive it?” and “Manufacturer defects?” in the Q&A.For returns or additional instructions, please contact us before returning any merchandise. Please note that we are not responsible for merchandise returned without prior notification. Return address: Henglan Warehouse-1, Zhongshan City, Guangdongsheng, China 528400.
