Thank you for shopping with us. We understand that you want every item you purchase to perfectly suit your home. To ensure a pleasant and worry-free shopping experience, please read the following policy carefully before making your purchase.
1. Return Period and Product Condition
Our standard return policy is valid for 30 days from the date you receive your order. If more than 30 days have passed since delivery, unfortunately, we cannot offer a refund or exchange.
Important: Items that have been installed, have broken wiring, or loose crystals are not eligible for return.
All returned items must meet the following requirements:
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Original Condition: Must be unused, unworn, and include all original tags, labels, and packaging.
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Complete Accessories: All accessories, manuals, and included items must be intact. Items requiring assembly must be returned unassembled.
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Proof of Purchase: You must provide a valid order number or proof of purchase.
Exceptions – Cannot Be Returned:
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Customized, modified, or special-order items (including products marked “Custom Invoice,” “Made to Order,” or “Final Sale”).
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Items not in their original condition or packaging (used or altered).
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Returns caused by misunderstanding the product listing.
2. Eligible for Returns/Exchanges
Customers are entitled to a full refund or replacement in the following cases:
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The product is damaged due to quality issues or transportation.
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Any item returned to sender undelivered.
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Any item not delivered within 90 days.
For all eligible returns, we bear all costs and guarantee 100% return/refund or free replacement.
3. Not Eligible for Return/Exchange
Certain items are not eligible for returns or exchanges:
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Products that do not qualify for the 30-day return policy.
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Bespoke, custom, or special-ordered products.
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Products not in original condition or packaging.
4. Shipping Costs for Customer-Initiated Returns
If a return is initiated due to the customer’s personal reasons, the customer is responsible for the return shipping costs. The exact fee depends on the chosen courier service. Customer-related reasons include:
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The customer feels the product does not meet their expectations;
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The customer finds the size too small or too large;
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The customer believes the color does not match expectations;
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The customer wants to return the product for personal reasons (e.g., changed mind or no longer needs the item);
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The customer ordered the wrong item or quantity;
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The customer did not carefully read the product description and is surprised by the product’s features or specifications.
5. Return & Exchange Process
Before returning any items (within 30 days), please contact our customer service team. Returns without prior authorization will not be accepted.
Step 1: Submit Your Request
Email hoailamps@gmail.com with:
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Order number
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Item(s) to return or exchange
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Detailed reason for return/exchange
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Photos if there is a quality issue
Step 2: Wait for Authorization
Before sending your package, you must contact Hoailamp via email to obtain an RMA (Return Merchandise Authorization) number. Items sent without authorization may not be processed.
Email: hoailamps@gmail.com
Once approved, please send your package to the following return address and follow the packaging instructions carefully:
Return Address:
Recipient: Zhang Lei
Address: Building 4, No. 80 Longxi Road, Jianghai District, Jiangmen City, Guangdong Province, China
Postal Code: 529080
Step 3: Package & Ship
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Take photos of the product and packaging before shipping to show it is in original condition.
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Include order confirmation, all original accessories, and packaging.
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Email us the tracking number after shipping.
Step 4: Refund or Exchange Processing
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Refunds:
We will refund to your payment account after returned once the refund approved. Keep in mind that it may also take some time for your bank or credit card company to process and issue your refund.
If you paid with a credit or debit card, we will refund your money to the same card once we receive your return. Refunds will take 5-7 business days.
If you paid with PayPal, we will refund your money to your PayPal account once we receive your return. Refunds will take approximately 1-3 business days.
To check the status of your refund, please visit the your Account- Orders history page.
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Exchanges: We will process your return within 3–5 business days after receiving the returned item, and ship the replacement once the inspection is completed.
6. European Union 14-Day Cooling-Off Period
EU customers have the right to cancel or return an order within 14 days without justification. The item must be unused, with tags, and in original packaging, with proof of purchase.
7. Special Conditions
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Order Cancellation: Within 24 hours of confirmation, free of charge.
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Custom Items: Cannot be canceled.
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Non-Custom Items:
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Cancel within 24 hours of placing the order, no cost.
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Cancel after 24 hours but before shipment, $50 handling fee.
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Once shipped, orders cannot be canceled.
8. Contact Us
If you have any questions about returns, exchanges, or cancellations, contact our customer service team:
Hoailamp reserves the right to update or modify this policy at any time without prior notice.
