Poetic Illumination
Carefully designed to cast a soft, layered, and soulful glow into every corner.
Return Policy
Return & Refund Policy
At LUXNORI®, we want customers to have a clear and straightforward return experience.
This Return & Refund Policy applies to eligible purchases made through:
luxnori.com
1. 30-Day Return Window
Customers may request a return within 30 days after confirmed delivery of an eligible order.
Before returning any product, please contact our customer support team:
Our team will review your request, confirm eligibility, and provide the applicable return instructions and return address.
Please do not send products back without contacting us first.
Returns sent without prior authorization or sent to an unauthorized address may experience delays or may not be processed.
2. Return Eligibility
Unless a product was received damaged, defective, incorrect, incomplete, or otherwise qualifies for a remedy under applicable law, returned products should generally be:
- Unused or in like-new condition
- Free from customer-caused damage
- Unmodified
- Returned with all original components
- Returned with included accessories
- Returned with installation hardware where applicable
- Returned with product manuals or instructions where included
- Returned in the original protective packaging where reasonably possible
Proof of purchase, such as an order number or order confirmation, may be required.
Because many LUXNORI® products may contain:
- Glass lampshades
- Decorative lighting elements
- Metal finishes
- Electrical components
- Mounting accessories
- Special surface treatments
returned products should be packaged carefully to prevent damage during transportation.
We may inspect returned products before approving a refund.
3. Opened or Used Products
Opening a product does not automatically make it ineligible for return.
However, preference-based returns of opened or installed products may be subject to inspection where permitted by applicable law.
Returned products should not show signs of:
- Excessive use
- Improper installation
- Customer-caused scratches
- Cracks or breakage
- Missing components
- Unauthorized repair
- Modification
- Damage caused by improper cleaning, storage, handling, or use
Products should be returned in a condition that allows reasonable inspection.
Where a product has experienced a material loss in value due to customer handling beyond what is reasonably necessary to inspect or evaluate the product, an appropriate deduction may apply where permitted by law.
4. Non-Returnable Items
Where permitted by applicable law, certain products may not be eligible for preference-based returns, including:
- Customized or personalized products
- Gift cards
- Products clearly marked as final sale
- Products damaged through misuse or improper installation
- Products modified or repaired without authorization
- Products missing important components due to customer handling
- Other products specifically identified as non-returnable before purchase
Any product-specific exclusions will be stated on the applicable product page or communicated before return approval.
Nothing in this section limits statutory consumer rights that cannot legally be excluded.
5. Damaged, Defective, Incorrect, or Incomplete Orders
Please inspect your LUXNORI® order promptly after delivery.
This is especially important for products containing:
- Glass lampshades
- Lighting components
- Electrical accessories
- Decorative finishes
- Installation parts
- Structural components
If your order arrives:
- Broken
- Scratched
- Damaged
- Defective
- Missing components
- Incorrect
- Incomplete
please contact us as soon as reasonably possible.
To help us review the issue, please provide:
- Your order number
- Product name
- Clear photographs of the product
- Photos of the inner protective packaging
- Photos of the outer shipping package
- A photograph of the shipping label where available
- A short video demonstrating the issue where relevant
For lighting products, a short video may be particularly helpful for issues involving:
- Power connection problems
- Lighting function issues
- Damaged electrical components
- Installation-related concerns
- Broken structural parts
After reviewing the information, we will provide the appropriate next steps based on the circumstances and applicable policies.
6. Basic Product Checks Before Return
For certain functional issues, our customer support team may first provide reasonable product checks or troubleshooting guidance.
These may include:
- Checking power connections
- Confirming installation steps
- Reviewing product instructions
- Checking compatible bulbs or accessories
- Inspecting mounting components
- Confirming electrical connections
We may request photographs or additional information to better understand the issue.
You are not required to continue using any product that appears damaged, unsafe, or unsuitable for continued use.
7. Return Shipping Costs
For preference-based returns, including:
- Change of mind
- Incorrect product selection
- No longer wanting the product
- Product not matching personal preferences
- Other reasons not caused by an error on our part
customers are generally responsible for return shipping costs where permitted by applicable law.
If LUXNORI® confirms that a product was:
- Damaged during delivery
- Defective
- Incorrectly supplied
- Missing essential components
we will provide appropriate return or resolution instructions.
Please do not independently purchase expensive return shipping before receiving instructions from our customer support team.
8. Original Shipping Charges
Original shipping charges are generally non-refundable for preference-based returns unless:
- Otherwise stated by LUXNORI®
- The return results from an error on our part
- The product was defective, damaged, or incorrectly supplied
- Applicable law requires reimbursement
9. Return Address
Return addresses may vary depending on:
- Product type
- Fulfillment location
- Customer destination
- Warehouse location
- Logistics arrangements
- Nature of the return
For this reason, please do not return products to our registered corporate address unless our customer support team specifically instructs you to do so.
The correct return address will be provided after your return request has been reviewed and approved.
10. Return Packaging
LUXNORI® products may include:
- Glass components
- Lampshades
- Metal structures
- Electrical accessories
- Decorative elements
- Installation hardware
Customers should package returned products carefully to reduce the risk of damage during return transportation.
Where reasonably possible, please include:
- Main product
- Original components
- Installation accessories
- Product manuals
- Protective materials
- Original packaging
- Other items originally included with the order
Lighting products should be securely protected against:
- Movement
- Impact
- Scratching
- Breakage
Customers are responsible for ensuring preference-based returns are adequately packaged for shipping.
11. Missing Accessories or Components
Where permitted by applicable law, a refund may be reduced if returned products are missing components originally supplied with the order.
Examples may include:
- Mounting hardware
- Installation accessories
- Remote controls
- Power components
- Product manuals
- Decorative elements
- Protective packaging
Any deduction will be based on the circumstances of the return and applicable law.
12. Return Inspection
Once a returned product is received, we may inspect it to confirm:
- Product identity
- Return eligibility
- Product condition
- Reason for return
- Included accessories
- Included components
- Condition of electrical and structural parts
Approval of a return request does not necessarily mean a refund has been approved before the returned product has been received and inspected.
13. Refunds
If a return is approved after inspection, the refund will generally be issued to the original payment method.
Once LUXNORI® issues the refund, your bank, card issuer, or payment provider may require additional processing time before funds appear in your account.
Processing times vary and are controlled by the relevant financial institution.
14. Refund Deductions
Where permitted by applicable law, an appropriate deduction may be made for material loss in value resulting from:
- Missing components
- Missing accessories
- Excessive use
- Customer-caused damage
- Scratches
- Broken parts
- Unauthorized modifications
- Improper installation
- Improper handling
Any deduction will be assessed based on the individual circumstances of the return.
15. Exchanges
Exchange availability depends on current product availability and inventory.
Because LUXNORI® products may be offered in different:
- Sizes
- Colors
- Finishes
- Designs
- Models
the preferred replacement may not always be available.
Where direct exchanges are unavailable, the most efficient option may be:
- Request a return for the eligible original product.
- Complete the approved return process.
- Place a new order for the preferred product.
Please contact customer support before returning a product for exchange.
16. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible after placing it.
Email:
We will make reasonable efforts to assist before fulfillment begins.
However, cancellation cannot be guaranteed once an order has entered:
- Processing
- Packaging
- Fulfillment
- Shipping preparation
- Dispatch
If the order has already shipped, you may need to follow the applicable return procedure after delivery.
17. Refused or Unclaimed Deliveries
Refusing delivery does not automatically qualify an order for a full refund.
If a package is refused, unclaimed, or returned to the sender, we may review:
- Shipment status
- Carrier charges
- Product condition
- Return eligibility
- Other relevant circumstances
Where permitted by applicable law, reasonable shipping or return costs may be deducted from a preference-based refund.
18. International Returns
International returns may involve additional:
- Shipping costs
- Customs procedures
- Carrier requirements
- Documentation
- Transit time
Please contact us before sending any international return.
LUXNORI® is not responsible for unnecessary customs charges or shipping expenses incurred because a return was sent without following provided instructions.
19. Consumer Rights
This Return & Refund Policy supplements and does not replace consumer rights provided by applicable law.
Depending on your country, state, province, or region, you may have additional statutory rights relating to:
- Defective products
- Product conformity
- Damaged products
- Repairs
- Replacements
- Returns
- Refunds
- Cancellation rights
Nothing in this policy is intended to waive or restrict rights that cannot legally be excluded.
Contact Us
If you have questions regarding a return, refund, exchange, damaged product, defective product, or cancellation, please contact us:
Brand:
LUXNORI®
Website:
luxnori.com
Legal Entity:
Haikou Ousheng Technology Co., Ltd.
Registered Address:
Room 216, Building 3, Jinshan Community,
Longhua District, Haikou City,
Hainan Province, China
Unified Social Credit Code:
91460000MAE8GEYM1R
Customer Support Email:
service@luxnori.com
Customer Care Phone:
19907795717
For order-related inquiries, please include your order number and the email address used at checkout.
For damaged lighting products, please include clear photographs of the product and packaging.
LUXNORI®
Lighting designed to feel like yours.
Light. Form. Atmosphere. Everyday Living.