Refund and return policy

RETURNS

All returns must be postmarked within thirty (30) days of the purchase date. All returned items must be in new and unused condition, with all original tags and labels attached.

CANCELLATIONS (BEFORE ORDER SHIPS)

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours (Monday - Friday 8:00am-8:00pm EST) at (866) 666 4211, the chat in the bottom right, or email us at sales@chandelierdeluxe.com any time.

CANCELLATIONS OF CUSTOM ORDERS

Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order.

These units are custom-made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If you're unsure whether your purchase is customized or made specifically for you, feel free to reach out to us via the chat in the bottom right or phone call.

All purchases of custom made and made to order items are non refundable.

OUR RETURN PROCESS

To make sure your return is handled correctly and promptly please reach out to us by calling 866 666 4211 or emailing our customer service team at sales@chandelierdeluxe.com to request an RMA (Return Merchandise Authorization) and get guidance on how to send the item to us. Once you have obtained an RMA number securely pack the item in its packaging. Please note that we do not accept returns, without an RMA.

You can also use the prepaid shipping label provided by us for your convenience. We will cover the return shipping costs.*

* Please be aware that for oversized or freight items you are responsible for all return shipping expenses to our warehouse. It is also important that you ensure shipment and provide proof of return tracking, for the package.

EXCHANGES

We gladly accept exchanges and will cover the shipping costs for the return. The same rules apply as for regular returns. To initiate an exchange, please contact our customer service team at 866-666-4211 or sales@chandelierdeluxe.com. Make sure the items meet our return criteria and have the original packaging and tags intact.

REFUNDS

After receiving your return and inspecting the condition of your item, we will process your return. Please allow up to seven (7) days from the receipt of your item to process your return. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.

EXCEPTIONS

The following items cannot be returned:

• Any product that is marked as nonreturnable
• Any custom made or custom built product
• Products that have been installed or assembled
• Clearance items, custom quotes, special discounts, and large quantities of the same product (six (6) or more)
• Any product that is not in resalable condition
• Any product that is not in its original box with the original packaging materials and assembly instructions
• Any product with unwrapped crystals
• Light bulbs, glass, parts and shades
• Any item without the correct RMA number written on a separate sheet taped to the box

Please Note

• Sale items are FINAL SALE and cannot be returned.
• Prior to purchasing large quantities, special order, or custom products, we advise you to request additional information, including swatches and finish samples.
• Please be aware that returns exceeding $5,000 in total value may be subject to restocking fees.
• If you need to return an item shipped to Canada please note that the refund amount will be adjusted for shipping fees, taxes and customs charges. Feel free to reach out to our customer service for an estimate of these costs.

SHIPPING TIMES

We provide estimated processing times on our product pages. All orders have a shipping time of 2-6 business days.

It's important to know that the processing times listed on our website are specific to each product and are in addition to the shipping times listed above.

Unfortunately, order delays have proven to be unavoidable and outside of our control. We politely request your patience and understanding.

Thank you for shopping with us. Your support and patience mean a lot to us.

DAMAGES

When your order arrives, be sure to inspect the packaging of your item(s), if you notice any damage, you should make note of it when signing for delivery. If your item(s) arrive damaged please send photos of the damage, box, and SKU, along with a brief description of the damage to sales@chandelierdeluxe.com and we will process an insurance claim on your behalf.

Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours.

WARRANTY

Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.

QUESTIONS

If you have any questions concerning our return policy, please contact us at:

866-666-4211
sales@chandelierdeluxe.com