RETURNS & REFUNDS POLICY

THE LILAMPS COMMITMENT

At LiLamps, our primary benchmark is your absolute satisfaction. If your acquisition does not meet our rigorous standards for quality, or if an anomaly has occurred during transit, we are dedicated to resolving the issue immediately and at no additional cost to you.

1. ARRIVAL INTEGRITY (DAMAGED OR INCORRECT ITEMS)

In the rare event that a fixture arrives damaged, defective, or differs from your order specifications:

  • Full Coverage: LiLamps assumes all responsibility. We will provide a prepaid return label and offer your choice of a priority replacement or a full refund (including all original shipping costs).

  • Reporting Protocol: Please notify our studio at support@lilamps.com within 30 days of delivery. To expedite the resolution, please include your order number and high-resolution photographs of the item and its external packaging.

2. TRANSIT PROTECTION

We utilize specialized carriers (UPS, FedEx, XPO Logistics) to ensure our hand-carved stone and crystal luminaries arrive safely.

  • Lost Shipments: If your order is confirmed lost in transit, we will dispatch an expedited replacement at no charge.

  • Automatic Resolution: If an order has not been delivered within 90 days of the dispatch date, a full refund will be initiated automatically.

3. STANDARD RETURNS & EXCHANGES (30-DAY WINDOW)

We offer Complimentary Returns and Exchanges within 30 days of receipt. If you change your mind, you may return your item under the following conditions:

  • Condition Requirements: Items must be in their original, uninstalled condition and housed securely in the original protective crates and structural packaging.

  • Procedure: All returns must be shipped directly to our authorized warehouse facility. Our team will provide the specific warehouse shipping address and a Return Merchandise Authorization (RMA) during your consultation.

  • Exclusions: Due to their specialized nature, bespoke or custom-made pieces (tailored to specific dimensions, cord lengths, or custom finishes) are not eligible for "change of mind" returns.

4. HOW TO INITIATE A RETURN

  1. Contact the Studio: Email support@lilamps.com with your order number.

  2. Receive Authorization: Our team will respond within 24 hours with an RMA number and detailed return instructions.

  3. Packaging Securely: Secure the fixture in its original reinforced packaging. Please ensure the RMA number is clearly noted or visible on the exterior.

  4. Dispatch: Use the provided shipping label or a trackable service. Returns sent without prior studio authorization may experience processing delays.

5. REFUND DISBURSEMENT

Once your return is received and inspected at our warehouse facility, we will process your reimbursement.

  • Timeline: Refunds are issued back to the original payment method within 10 business days of successful inspection.

  • Notification: You will receive a automated confirmation email once the credit has been initiated. (Note: Financial institutions may take an additional 3–5 business days to reflect the balance).

6. ARTISANAL WARRANTY

Every LiLamps luminary is backed by a 1-Year Limited Warranty against manufacturing defects in materials or workmanship. If your fixture develops a fault within 12 months of delivery, we will repair or replace the unit at no cost.

Note: This warranty strictly covers manufacturing faults and does not apply to damage resulting from improper installation, environmental wear, or unauthorized modifications.

CLIENT CONCIERGE

For assistance with a return, exchange, or warranty claim, please contact our administrative team:

LILAMPS OFFICIAL

  • Corporate Address: 7904 Fourth Street North, Suite 309, Saint Petersburg, Florida 33702, United States

  • Email: support@lilamps.com

  • Phone: +1 636-286-3348

  • Studio Hours: Monday to Friday | 8:30 AM – 5:30 PM (EST)