Refund & Exchange Policy

Thank you for choosing HiLamps.com. Rest assured, all HiLamps.com products undergo rigorous testing by our quality inspectors before shipping. If you require after-sales service, please email us at service@hilamps.com.

ELIGIBILITY CRITERIA

You have a 30-day window, starting from the date of product delivery, to initiate a return. Please note that customized items are not eligible for return. To qualify for a refund, the returned products must be in their original packaging and in new/unused condition.

REFUND POLICY

Within the first 30 days of receiving your order, if there are any manufacturing defects, you can return any lighting fixture or related product for a full refund, including the return shipping cost. If there are no manufacturing defects and you simply change your mind, you can still return the product, but you will be responsible for the return shipping cost.

RETURN PROCESS

1. Contact Us: Reach out to our support team at service@hilamps.com, specifying the items you wish to return and the reason for the return.
2. Receive Instructions: Our team will provide you with the correct shipping address for your return and any additional instructions.
3. Prepare Your Package: Ensure that all components of the returned items are securely sealed in their original packaging, including all original packaging materials.
4. Take Photos: Before shipping, take photos of the inside and outside of the package as records to verify that the products are in their original condition.
5. Shipping: Choose your preferred shipping carrier for the return; however, you are responsible for the initial shipping cost. Ship the items at your own expense. We do not cover return shipping costs or provide prepaid labels. Print your order confirmation email and include it in the return package.
6. Notify Us: Notify us via email that you have sent the return and provide us with your tracking number.
7. Wait for Processing: We will process your return within 3-5 business days of receiving your items.
8. Refund Confirmation: You will receive an email confirmation once the return is completed. Depending on your bank and credit card company, please allow up to 7-14 business days for the credit to be finalized.

SHIPPING

Before shipping, take photos of the inside and outside of the package as records to verify that the products are in their original condition. We recommend purchasing insurance for the shipment in case of damage during the return process. Choose your preferred shipping carrier for the return; however, you are responsible for the initial shipping cost.

REFUND PROCESS

Upon receiving and inspecting the return, we will process the refund within 3-5 business days. The refund will be issued to your original payment method. Depending on your bank and credit card company, please allow up to 7-14 business days for the credit to be finalized.

EXCHANGES

Exchanges will be considered as returns and repurchases. Customized items are not eligible for exchange.

ADDITIONAL INFORMATION

Ensure that all components of returned items are securely sealed in their original packaging. If returned products arrive damaged or used, we will not be able to provide a refund. Items must be returned before we can issue any refund.

ORDER CANCELLATION

Customized items are not eligible for cancellation. For non-customized orders, you can cancel for free within 24 hours after placing the order. After that, you can still cancel as long as the products have not been shipped out, but a $50 processing fee will be charged. Once the product is shipped out, the order cannot be canceled.

CONTACT INFORMATION

Feel free to contact us with any questions, problems, or suggestions regarding your order or our website:

• Email: service@hilamps.com
• Phone: +86 199-8165-6825
• WhatsApp: +86 199-8165-6825
• Service Hours: Mon-Sun, 24/7