Return and Refund
We only have return processing facilities in the US, Hong Kong, and China, which means that returned products need to be shipped back to our address in the US, Hong Kong, and China. We do not accept returns after 30 days. However, products are covered by a 2-year manufacturer's warranty, except for light bulbs. Returned products must be in their original packaging and new/unused condition to qualify for a refund. Customised products are also not returnable. If the product has been installed, please be sure to put it back in its original packaging. Otherwise, we may not issue a refund or may charge a restocking fee depending on the condition of the product.
Within 30 days, if you are not completely satisfied, return the new/unused item for a full refund. (Shipping charges are non-refundable unless the item is defective) If the customer chooses expedited shipping, expedited shipping charges are non-refundable. To return an item, please contact our support team at support@emmalightingus.com and we will guide you through the return process.
(IMPORTANT: In the event of any manufacturer's defect or shipping damage, please contact us within 48 hours and take photos and video to show us the defect so we can verify it.) Shipping companies (e.g. UPS, FedEx, DHL) will only accept claims for shipping damage within one week of shipment. Therefore, if you do not contact us within one week, you will be responsible for any costs associated with the shipping damage.
If there is no manufacturer defect and you just changed your mind or want a different size, you can still return it. You will be responsible for shipping costs as well. You will need to pay the shipping costs to send the product back to us and make sure that it is sealed in its original packaging and in re-saleable condition. Once we receive the product and confirm that it is in new/unused condition, we will issue a refund minus shipping charges.
Note: If the return is not due to a manufacturer's defect, the customer will be required to ship the product back to us at their own expense, and our shipping costs will also be deducted from the refund. We'll deduct a 20% restocking fee.
Let's take an example:
A customer purchases a product worth $2,000. After receiving the product, he/she changes his/her mind and wants to return it. The customer puts everything back in the original box and ships the product back to our warehouse at his/her own expense ($500). After we verify that the product is in good condition. We will refund $1,500 ($2,000 minus the $500 shipping cost for us to ship the product to the customer the first time).
You only need to do three steps to complete the return process
1.Process the return
Before you initiate a return, please contact our customer service (support@emmalightingus.com) and explain the reason (pictures and video are in the appendix). Once the request is successful, our customer service will give you a return information (including address, phone number and recipient information). Note: Please do not send the product directly to our shipping address, we will not refund if this problem occurs.
2.Packaging
Please make sure they are in their original condition, unused, undamaged, and in their original packaging. Please ensure that all parts of all items being returned are completely sealed in their original packaging, including all original packaging materials.
3.Shipping
Prior to shipping, please take photographs of the inside and outside of the package as a record to show that the product is indeed in its original condition. We strongly recommend that you use an insured, traceable shipping method to return your items. You are free to choose the shipping company to ship the product back to us. (You must pay shipping costs in advance). (If the problem is quality related, we will refund your shipping costs). If you choose to request a signature upon shipment, please make sure the shipping company allows us to sign the back of the notice so they can reship the product without any problems.
Once shipped, please take a photo of the receipt and tracking number (if the product is damaged, be sure to attach the breakage details) and send it to us at support@emmalightingus.com.
Once the product is received, we will check its unused, undamaged and original packaging. When we confirm that the product has the problem you mentioned, we will issue a refund within 10 business days. For non-quality issues we will only refund the original price of the product and we will deduct the shipping costs (purchase price – shipping costs). Once the return is complete, we will also send you a confirmation email.
We will issue the refund in the same way as your previous payment channel. If you paid via PayPal, the refund will also be processed via PayPal. You will receive your refund within approximately 1-2 business days. If you paid with a debit or visa card, it will take 7-10 business days. It will be returned in the same manner. If you want to get it back quickly, you can contact your local banking service.
Cancellation of orders
We understand that for some reason you want to cancel or modify your order, we can help you cancel your order within 24 hours of the order being initiated, but you cannot cancel if the goods have already been delivered to logistics. If you do not like the goods, you can initiate a return request once you have received them and cover shipping and storage costs.
Exchange of goods
An exchange is the equivalent of returning the goods and repurchasing them.
Return of goods
We must receive the returned products before we can issue any refunds. If we do not receive the product for any reason, such as the customer refusing to send the product back, or the customer refusing to accept the package, causing the shipping agent to destroy the package, we will not be able to issue any refunds.
Product of defective or damaged
We will replace damaged parts in transit free of charge as long as you notify us within 48 hours of receipt of the shipment. If the damage is severe, we will replace the product free of charge. You can refer to the return procedure for details.