Last updated: June 4, 2026
Return and exchange window
HiLamps accepts eligible returns and exchanges within 90 days after delivery.
This 90-day window applies to standard, non-custom products that are unused, uninstalled, undamaged, and returned with the original packaging, parts, and accessories.
Before sending anything back, you must contact us and receive written return approval. Do not return products to any address unless we confirm the return instructions by email.
Standard items eligible for return
A standard item may be eligible for return if all of the following apply:
- The return request is made within 90 days after delivery
- The item has not been installed, assembled, used, altered, or damaged
- The item is returned in its original packaging
- All parts, accessories, manuals, hardware, and protective materials are included
- The return has been approved by HiLamps in writing before shipment
Items not eligible for return
The following items are generally not returnable unless they arrive damaged, defective, incomplete, or incorrect:
- Custom, made-to-order, modified, or special-order fixtures
- Fixtures made with a requested size, finish, color temperature, voltage, canopy, hanging length, or layout change
- Installed, assembled, used, altered, or damaged items
- Items missing original packaging, parts, accessories, manuals, hardware, or protective materials
- Clearance, final sale, sample, bulb, accessory, and replacement part orders
- Returns sent without written approval from HiLamps
Custom and made-to-order products
Custom and made-to-order fixtures are produced for a specific customer. For this reason, they are generally not eligible for return or exchange because of a change of mind, wrong measurement, design preference, project change, or installation issue.
If a custom or made-to-order item arrives damaged, defective, incomplete, or incorrect, contact us within 7 days after delivery. We will review the issue and offer a practical solution when the claim is approved.
Damaged, defective, missing, or incorrect items
If your order arrives damaged, defective, missing parts, or different from what you ordered, contact us within 7 days after delivery.
Please include:
- Your order number
- Photos of the outside packaging
- Photos or video of the item and the problem
- A short description of what happened
Keep all packaging until we confirm the next step. For approved claims, we may send replacement parts, replace the item, help with repair, issue a partial refund, or offer another reasonable solution based on the product and the issue.
Return shipping
If the return is not caused by our error or a confirmed product issue, the customer is responsible for return shipping, insurance, customs fees, duties, brokerage fees, and carrier charges.
Original shipping charges, extra freight charges, remote delivery fees, and customs-related charges are not refundable unless the return is caused by our error or required by law.
We recommend using a trackable and insured shipping method. HiLamps is not responsible for return packages that are lost, refused, damaged, or delivered to the wrong address.
Refunds
After we receive an approved return, we will inspect the item and confirm whether the refund is accepted.
Approved refunds are issued to the original payment method. Banks and payment providers may need additional time to post the refund.
If the returned item is used, installed, damaged, missing parts, or not in the approved return condition, the refund may be reduced or refused.
Exchanges
Exchanges depend on product availability and order status. If you want to exchange an eligible standard item, contact us within 90 days after delivery before sending the item back.
Custom and made-to-order fixtures are generally not exchangeable unless they arrive damaged, defective, incomplete, or incorrect.
Cancellations
An order may be cancelled within 24 hours after payment if production or shipment has not started.
Once a custom, made-to-order, or special-order fixture enters production, cancellation may not be possible. If costs have already been incurred, those costs may be deducted from any approved refund.
How to start a return or exchange
Email service@hilamps.com with your order number and the reason for your request.
If the request is approved, we will send return instructions by email. Do not send products to our operations office, factory, or any other address unless we confirm that address in writing.
This policy does not limit any rights you may have under applicable consumer protection laws.