Return Process/Instructions
We have a 5-day return policy from the delivery date, which means you have 5 days after receiving your item to request a return. After this, we will not accept any return requests.
To be eligible for a return, your item must be in the same condition that you received it, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Please refer to the "Exceptions / non-returnable items" section above to ensure that you are able to return your item. If your item passes all of the requirements then you may send us an email at returns@queenlighting.com with your request along with photos of the item(s) in its original packaging and condition. Once the return has been investigated and accepted, we will send you instructions on how and where to ship your product for return. As we have multiple different suppliers, their processes for returns are all different and therefore we will specify what is required for each specific case. The cost of the return will be fully refundable by Queen Lighting. We will then inspect the item(s) condition when it has been received at the warehouse. Once approved, the refund will then be processed. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at returns@queenlighting.com.
Damages and Other Issues
We will work hard to have any damaged or incorrect items replaced. Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If the item(s) you receive are incorrect or arrive damaged, please send photos to returns@queenlighting.com within 24hrs and we will process an insurance claim on your behalf. What does an insurance claim mean? This means that we will contact the supplier right away and ask them to send a replacement. We have multiple different suppliers with different processes for handling damages and other issues, therefore in some cases you will be required to return the item and others you will not have to do so. Although, we will communicate with you your specific requirements when you email us. However, if we do not receive an email with photos of the damaged or incorrect product within 24hrs of the item being delivered then we can no longer process an insurance claim and we can only refund 50% of the cost of the damaged/incorrect item. Please keep this in mind when receiving your parcel.
Exceptions / non-returnable items
Products are NOT eligible for return under the following conditions: Products have been previously installed, drilled, permanently marked, spray painted, or in any other way altered from its original condition; Products are "weathered"; degraded due to storage outside or exposure to elements resulting in discoloration; Products are defective due to negligent storage; or Products are equipped with any accessories or options.
Products are NOT eligible for return if they were purchased on sale or at a discount.
Exchanges
The fastest way to ensure you get what you want is to return the item you have. Refer to our "Return Process/Instruction" section for instructions on processing a return. Then you may make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
