Warranty & Return | AuraLumelamp

I. Post‑Shipment Order Interception - Cancellation

We offer two fulfillment options: shipment from our US domestic warehouse, and direct‑shipment from our China manufacturing facility. Interception feasibility depends on your order’s fulfillment source.

1. Orders fulfilled from US Domestic Warehouse

Inventory is stored within our United States‑based warehouse.

After a shipping label is generated and order status shows “Shipped”, we will attempt package interception upon your formal written request. Interception is not guaranteed to succeed.

• Valid Interception Request Window: Interception requests must be submitted via our official support email with your complete order number. Requests must arrive within 4 business hours after shipping‑label generation and prior to physical carrier pickup by UPS / FedEx from our US warehouse.
• Requests submitted after the carrier has physically picked up the package cannot guarantee successful interception.
• Requests submitted by phone, live‑chat, or internal order notes will not be accepted. A written email record is required for warehouse execution.

Cost Allocation for US‑Warehouse Interception:

• Interception Successful (goods remain in‑warehouse, not collected by carrier): Order will be fully cancelled and fully refunded. No interception fees apply.
• Carrier has picked up package and interception request is submitted: Non‑refundable carrier interception service fee plus return‑to‑warehouse shipping charges will apply. These third‑party logistics expenses will be borne by the customer and deducted from your refund amount. We do not profit from these carrier‑imposed fees.
• Interception Failed and package proceeds to delivery: Mid‑delivery termination is no longer possible. You must receive the parcel and file a return request under our standard refund policy; return shipping cost shall be at customer’s expense.

Disclaimer: System delays may occur from our warehouse or logistics carrier. Even for requests submitted within the valid time window, we only perform best‑effort attempts and cannot guarantee 100% interception success. We are not liable for continued delivery caused by carrier scan delays.

2. Orders Direct‑Shipped from China Manufacturing Facility

Once an order status shows “Shipped” and tracking number is issued, goods have entered the international cross‑border logistics chain.

Package interception, address diversion, or mid‑shipment cancellation is impossible under any circumstances. If you no longer require items after dispatch, you must await delivery and follow our standard return procedure.

Important note: Once dispatched, in-transit cancellation is unavailable. However, upon receipt, all US customers can send returns directly to our US Domestic Return Center under our standard 30-day return policy.

3. How to confirm your order fulfillment source

Your order‑confirmation email will clearly display fulfillment source: US Stock ‑ Fast Shipping (shipped from US domestic warehouse) or Fulfilled from China Warehouse (direct‑ship from China).

You may also contact customer support for confirmation before or shortly after placing your order.

4. Cancellation before shipping‑label generation

Prior to shipping‑label creation, you may submit a cancellation request via support email for a full‑order refund with no handling fees.

II. Return Eligibility Timeframe

You may apply for a return or exchange for any reason within 30 calendar days upon actual receipt of goods. Return eligibility expires after this 30‑day window.

III. Mandatory Return Qualification Requirements

All conditions below must be satisfied to qualify for a return or exchange:

• Lighting fixture is brand‑new, uninstalled, free of wear, dents or scratches;
• Complete original factory packaging, labels, hardware accessories and LED light components are preserved;
• Valid proof‑of‑purchase including order‑confirmation email or payment record must be provided.

IV. Non‑Acceptable Return Scenarios

Returns will be rejected under any of the following circumstances:

• Custom‑made / personalized items: Products modified per customer‑specified dimensions, color temperature, metal finish, or upgraded dimming functions (for example, custom‑spec alabaster wall sconces). Custom orders are non‑returnable for non‑quality issues; warranty service applies only for factory‑origin defects.
• Return request submitted more than 30 days after item receipt.
• Product has been installed, physically damaged by customer, accessories missing, or original packaging discarded.
• Return caused solely by customer preference: Dislike of style / color, incorrect size selection, changed purchase decision, and similar non‑quality, non‑merchant‑error reasons. Such returns do not qualify for merchant‑covered return shipping.
• Parcel returned without prior support approval and return authorization, or shipped to an unauthorized address.

V. Shipping‑Cost Responsibility for Returns

• Scenario 1: Merchant‑Responsible Issue

  (Product defect, transit damage, wrong item / size delivered, reported within 48‑hours of receipt with photo / video proof)

  Return shipping cost will be fully covered by AuraLumelamp. Replacement or full refund is available, including original outbound shipping charges.

• Scenario 2: Customer‑Initiated Non‑Defect Return

(e.g., style mismatch, wrong size selection, changed mind) Customers may return eligible items to our US Return Center. The customer is responsible for the standard domestic return shipping label costs. No international freight or cross-border import duties will ever be charged to the customer for returns.

VI. Exchange Terms

• You must satisfy all return‑eligibility conditions to qualify for an exchange.
• Full value of your original order will be credited toward your replacement item.
• Price Difference: If replacement item has a higher price, the customer pays the difference; if a lower price, the difference will be refunded to the original payment method.
• Any customs duties or import fees generated by international exchanges are borne by the customer.

VII. Standard 7‑Step Return Process

1. Self-Check: Verify that your return meets all return‑qualification rules;
2. Initial Contact: Contact customer service via email or phone to declare return intent. For damaged / defective goods, attach photos and video evidence of faults;
3. Form Completion: Our support team sends an official return‑request form; please complete the form with order number and return reason;
4. Fast Approval & Address Issuance: Within 24–48 hours after review approval, you will receive our authorized return address for our US warehouse;
5. Shipment: Customer arranges shipment using carrier of your choice and retains tracking number;
6. Tracking Filing: Email return‑tracking number to our support team for filing and monitoring;
7. Inspection & Resolution: Once warehouse receives and verifies undamaged returned goods, refund or replacement process will commence.

Important Reminders:

• Unauthorized returns sent without a return‑authorization form will be put on hold and will not be processed.
• We maintain a US‑based return warehouse for an improved shopping experience. Please note return logistics expenses can be substantial; kindly make purchase decisions carefully.

VIII. Refund Processing - Timelines

• You will receive an email notification once our warehouse receives and validates your returned merchandise for refund approval.
• Fast Refund Guarantee: Refunds will be processed within 3 to 5 business days (no later than 7 business days) from the date our warehouse receives the returned goods.
• Funds will be returned to your original payment source. Bank processing delays are controlled by financial institutions and are outside our responsibility.
• If you have not received your refund beyond the 7 business‑day processing window, please contact our support team for investigation.

©2026 AuraLumelamp

Support Email: service@auralumelamp.com

US Phone: (+1) 626‑637‑7311

All transactions shall be governed by the laws of the State of Delaware.