Refund policy

Last updated: October 15, 2026

Eligible standard returns

Request a return for an eligible standard item within 30 days of delivery. For a return unrelated to a defect or shipping damage, the item must be unused, in its original condition, with its original packaging and all parts. Customers pay return shipping for these returns. We do not charge a restocking fee.

You may open the packaging to inspect for damage or defects. Defect and shipping-damage claims are handled separately from change-of-mind returns.

How to request a return

Email info@verolamps.com with your order number and reason for return before sending anything back. We will review eligibility and provide approval and return instructions, including the appropriate return destination. The business address listed below is not a standing return instruction.

Use a trackable return service and keep your receipt. If a return shipment is delayed or lost, contact us and the carrier so the available tracking evidence can be reviewed.

Damage, defects, incorrect items and missing parts

If an item arrives damaged, defective, incorrect or with missing parts, contact us with your order number, a description and clear photos of the item and packaging. Keep the packaging while the issue is reviewed. For an item damaged or defective on arrival, request assistance within 30 days of delivery; opening the packaging for inspection does not remove eligibility for a full refund or replacement. We will review missing-part and incorrect-item requests and confirm the appropriate next steps. The customer-paid return shipping rule for change-of-mind returns does not apply to items received damaged or defective. Applicable rights are preserved.

Customized and final-sale items

Contact us before ordering to confirm the requested specifications, feasibility, price and production schedule. Customized or personalized items, and items expressly identified as final sale or clearance before purchase, are excluded from ordinary change-of-mind returns. This does not exclude remedies for defects or shipping damage, or rights required by applicable law. A standard fixture made after an order is placed is not automatically a personalized or custom product.

Refund review and timing

After receiving and inspecting a return, we will email you the approval or rejection and explain the decision. Approved refunds are initiated to the original payment method within 10 business days (Monday–Friday) after approval. Your bank or payment provider may need additional time to post the credit.

If a refund has not appeared, check with your bank or payment provider, then contact us for help checking the refund status.

Items returned in a different condition

A partial refund may apply if an item is returned with damage, missing parts or a change in condition not caused by our error. Any adjustment will be explained based on the condition found. This is separate from a restocking fee; we do not charge a restocking fee.

Exchanges

Exchanges are available for damaged or defective items following review. Contact us for instructions before returning an item.

Order cancellation

You may request cancellation at no charge before production begins. Contact us promptly so we can confirm the actual production status; eligibility is not determined by a two-hour deadline or an order status label alone. Once production has started, cancellation is subject to our review. If approved, only reasonable production losses already incurred and not recoverable may be deducted. We will explain the amount and its basis before cancellation is finalized. After dispatch, requests are handled under the applicable return rules.

Delivery investigations

If tracking shows your package as delivered but you have not received it, check the delivery location, household members, neighbors and any collection point, and contact the carrier. Also contact Verolamps with your order number and tracking details. We will assist in investigating, including seeking delivery records where available. The next steps depend on the findings and applicable requirements; a delivered scan alone does not automatically close your request.