Returns & Refunds Policy

We understand that occasionally products you purchased may not match your home decor or usage environment. If you are unsatisfied with the product for any reason, you may return the item to rchandelier.com within 30 days from the date of delivery.

Return Time Limit

You may initiate a return request within 30 days after receiving your order. Return applications beyond this time frame will not be accepted. After our warehouse receives and inspects the returned item, we will process the full refund to your original payment account.

Return Requirements

The item must remain uninstalled and unused, in its original condition.
The original packaging must be intact and complete.
Return requests must be submitted within 30 days after order delivery.
All parts and accessories of the product must be complete, with no missing components.
The product must be repacked in its original packaging for the return.

Cancellation and Refund Fee Schedule

The fee applied to your cancellation depends on the current stage of your order.

1. Before production and dispatch: no service fee or transaction fee is charged. You will receive a full refund to your original payment method.

2. Production in progress or production completed but not yet dispatched: a fee equal to 20% of the total order amount will be deducted from your refund. This covers materials, labor and handling costs already committed to your order. The remaining 80% will be refunded to your original payment method.

3. Order dispatched, or arrived at our overseas warehouse: a fee equal to 50% of the total order amount will be deducted from your refund. The remaining 50% will be refunded to your original payment method.

4. After delivery: orders cannot be cancelled directly once delivered. You must receive the delivered item first, and then submit a return and refund request within 30 days of delivery, in accordance with the Return Time Limit and Return Requirements above.

We will confirm all shipping details with you before dispatching your order. You are welcome to request a cancellation before dispatch, and we will confirm the applicable stage and the exact refund amount with you before processing.

Order Cancellation Rules

Custom or personalized items: these are made to order. They can be cancelled under the fee schedule above (free before production, 20% once production has started or completed, 50% once dispatched or arrived at our overseas warehouse). After delivery, custom or personalized items cannot be returned or exchanged unless they are defective or damaged in transit.

Non-custom standard products: cancellations are free of charge before production and dispatch, and follow the same fee schedule above once production or dispatch has begun. To cancel, simply reply to your order confirmation email or contact support@rchandelier.com with your order number.

Defective & Damaged Items

If your product has manufacturing defects or is damaged during transit, please contact us within 48 hours of delivery. We will send free replacement parts for damaged components. For severely damaged products, we will arrange a complete free replacement.

Return Procedure

Apply for return: to request a return, please send photos or videos of the product together with your order number to support@rchandelier.com. Our customer service team will review whether your application meets the return criteria.

Return instructions: once your application is approved, we will provide you with the official return address and shipping guidelines.

Inspection, refund or exchange: after our warehouse receives your returned item, quality inspection will be completed within 5 to 7 business days, followed by exchange or refund processing.

Note: unauthorized returns will not be processed. We recommend using trackable, signature-required courier services for return shipments. We are not responsible for any returned packages that are lost or missing in transit.

Shipping Cost Responsibility

Returns due to our fault (wrong item delivered, product quality issues, or an incorrect shipping address provided by us): we will cover all shipping costs and issue a full refund.

Returns for personal reasons (dislike, unwanted item, wrong order or model, or an incorrect address provided by the customer): the buyer shall bear the return shipping fee, and a 10% restocking fee will be charged. Any cancellation fee described in the Cancellation and Refund Fee Schedule is separate from these shipping costs.

Refund Details

Once your returned item arrives at our warehouse, our team will inspect it within 5 to 7 business days. We will then notify you of the inspection result by email. If your return is approved, we will process the refund to your original payment method within 5 to 7 business days after approval.

Please note that the inspection period and the refund processing period are separate: the total time is typically 10 to 14 business days from the date we receive your return, plus any additional time required by your bank or card issuer to post the funds.

If you have not received the refund within 5 to 7 business days after our confirmation, please check your bank account first, then contact your bank or credit card issuer, as bank processing and settlement may cause delays. If the refund is still not reflected after these checks, please contact us by email.

Order Cancellation Notes

You may contact us for a free order cancellation before production and dispatch begin. Cancellation requests submitted after production or dispatch has started will incur the fees described in the Cancellation and Refund Fee Schedule. Once your order has been shipped, you will receive an email notification, and shipped orders cannot be cancelled directly; you may apply for a return after delivery in accordance with this policy.

Where required by applicable law, your statutory rights prevail over the terms above.

Customer Service Email: support@rchandelier.com
Service Hours: 24/7, all year round