Politique de remboursement

30 Day Return Policy


We want you to be completely satisfied with your purchase. If you are not happy with your item, you may initiate a return within 30 days of receipt, subject to the following terms:

1. Return Eligibility & Conditions

To qualify for a refund or exchange, items must be returned in their original state:

  • Brand New: Unused, uninstalled, and/or non-assembled.

  • Complete: No missing pieces or hardware.

  • Packaging: Must include original tags and original packaging. (Please keep your boxes until you are sure of your purchase!)

2. The 30-Day Window

  • The 30-day return period is calculated based on the delivery date of each individual item as shown on the carrier’s website, not the date the entire order was placed.

  • Returns initiated more than 30 days after the recorded delivery date will not be accepted.

3. Non-Returnable Items

The following items are final sale and cannot be returned:

  • Clearance or "Non-Returnable" items.

  • Customized or personalized products.

  • Offline purchases (items/parts not listed on our website).

  • Products that have been assembled or disassembled.

  • Items missing original packaging or with seriously damaged packaging.

4. Shipping Costs & Authorization

  • Return Shipping: For general returns (change of mind/no damage), the customer is responsible for all return or exchange shipping costs.

  • Authorization Required: You must receive official authorization before shipping items back. Returns sent without prior approval will be rejected by our fulfillment center and will not qualify for a refund.



Damaged, Faulty, or Incorrect Items

We take great care in shipping your orders, but we understand that issues can occur. Please inspect your purchase immediately upon arrival.

1. Reporting Window

  • Immediate Inspection: We strongly advise contacting our Customer Service team within 48 hours of delivery if you discover any damage, missing parts, or incorrect items.

  • 30-Day Limit: All product inquiries must be submitted within 30 days of receipt. Reporting issues outside of this timeframe may negatively affect our ability to resolve your claim due to factors beyond our control.

2. Required Documentation

To expedite your replacement or refund, please provide the following three types of evidence:

  1. Product Photos/Video: Clear images or a short video demonstrating the issue (e.g., non-functional lights or structural damage to light).

  2. Packaging Photos: Photos showing the condition of the box it arrived in.

  3. Label Photos: Clear shots of the shipping labels on the exterior of the package.

3. Important Restrictions

  • Unauthorized Repairs: We do not cover repair fees or labor costs if unauthorized third-party handyman services were hired without our prior consent.

  • Installation Issues: If a product (such as a faucet or light fixture) is found to be faulty after installation, please provide video evidence of the fault while installed to help us troubleshoot the issue.

    Supplement Terms

  • Damaged items means items that have been damaged in shipping:To help you efficiently, please report to customer service about the damaged product within 3 business days after you received the item and do not discard the damaged item&its packaging. See I Receive a Damaged Item for further details.
  • Undeliverable and Refused Package:If the delivery attempt is unsuccessful for reasons such as refusal, invalid address, or lack of signature, resulting in reshipment or cancellation, you will be responsible for the additional handling and shipping fees that might occur.

4. How to return the items?

  1. Log in your Denluma account.
  2. Find ‘My Order’ and click the ‘Return’ button.
  3. Tick the goods you need to return, choose the reason, and submit the request.
  4. Package the Item(s). Please ensure all parts are in the original packing way.
  5. Ship Out the Package(s) via trackable shipping methods. Provide us with the tracking number and carrier (Untrackable return will delay refund).

⚠️ Important Return Notices

To ensure your refund is processed without delay, please adhere to the following critical guidelines:

1. Use the Authorized Return Address Only

  • Do Not Ship to the Sender's Address: The address listed on your original shipping label is not our returns processing center.

  • Sending items to the wrong location will significantly delay or invalidate your refund. You must only ship your package to the specific return address provided by our Customer Service team.

  • Lost or Stolen Packages: We are not liable for return shipments that are lost or stolen while in transit to our facility.

  • Proof of Return: We strongly recommend using a trackable shipping service. Please keep your tracking number and shipping receipt as proof of return until your refund has been fully processed.

2. Check Your Package Contents

  • Non-Lighting-Forest Items: Please double-check that your return package does not accidentally contain items from other retailers.

  • We are not responsible for storing, tracking, or returning any third-party items sent to us by mistake.

3. Shipping Liability & Tracking

  • Lost or Stolen Packages: We are not liable for return shipments that are lost or stolen while in transit to our facility.

  • Proof of Return: We strongly recommend using a trackable shipping service. Please keep your tracking number and shipping receipt as proof of return until your refund has been fully processed.

4. Refund Process & Timelines

Once your return has been delivered to our facility, our team will inspect the item(s) to ensure they meet our return criteria.

  • Notification & Processing Time: You will receive a notification email within 3–5 business days after we receive your returned item(s). Once the inspection is complete and your return is approved, your refund will be issued immediately to the original payment method.

 

  • Bank Processing Times: Please be aware that depending on your financial institution, it may take up to one full billing cycle for the credit to appear on your statement. Refunds to digital wallets or direct accounts typically appear faster but are subject to your provider's processing times.

 

  • A Note on Chargebacks: We kindly ask that you do not request a chargeback from your credit card company while the return process is underway (Chargeback disputes are lengthy, complex, and can freeze the refund process for several months). If you experience an unusual delay, please contact us directly. We are committed to resolving your issue much faster than a formal bank dispute can.

Order Cancellation Policy

We strive to process and ship your orders as quickly as possible. Because of our rapid fulfillment process, there is a limited window for cancellations.

1. The 24-Hour Cancellation Window

  • Requesting a Change: If you wish to cancel or modify your order, please contact our Customer Service team via email within 24 hours of placement.

  • Processing Status: While we will do our best to stop or modify your order, we cannot guarantee cancellation once the processing stage has begun.

2. Non-Cancellable Items

Once an order reaches certain milestones, it can no longer be stopped. This includes:

  • Shipped Items: Any product that has already left our facility.

  • Custom/Special Orders: Customized products or items marked as "Non-Returnable" cannot be cancelled once production has started.

  • In-Production Items: Made-to-order items that have already entered the manufacturing phase.

3. Cancellation Process & Timeline

  • Review Period: After you submit a cancellation request, please allow our team 2–3 business days to coordinate with our warehouse and logistics partners.

  • Notification: We will notify you of the outcome (whether the cancellation was successful or if the item had already shipped) via email. Please monitor your inbox for this update.