Our return policy is simple. Within 30 days of the receipt of your order, you may return for a refund (excluding our outbound shipping costs), on any lighting fixture or related product that has not been used, is in its original box, and is in a resalable condition. The fixture cannot have been installed or modified in any way. The fixture must be enclosed in the original box with sufficient packaging material and have a return merchandise authorization number (rma#), issued by new.okelilighting.com, on the returned box.
To initiate the return process, send an email to [email protected], clearly stating your situation and specifying the product(s) you would like to return. There might be a restocking fee charged by the manufacturer. The client is responsible for any restocking fees incurred by the manufacturer.
The following types of items and orders do not qualify for returns or refund
Products returned without a return merchandise authorization number (rma#), issued by new.okelilighting.com; light bulbs; products that are custom-made (i.e. track lighting, custom-designed or fit for your order unless they have a defect). Special purchases, such as inventory sale items, special order items,(special order items cannot be cancelled once the order is placed) orders where a discount code has been redeemed, special discounted products, custom quotes, discounted items, items that are marked – non-returnable, non-cancellable and expedited shipping and charges. We cannot accept returns, exchanges or cancellations of large orders of the same product. (We define large orders as 3 or more of the same product) If you are ordering a large quantity of an items, we encourage you to order a sample first to make sure it’s what you need. All products where a discount code has been applied do not qualify for our return policy and are non-returnable. All inventory sales are final and not returnable.
When returning any item, please be sure to pack the product properly. We recommend that you purchase shipping insurance. We cannot provide a refund for any product received in our warehouse in damaged condition. In such a case, you must file a claim with the shipping company and advise us as to what to do with the damaged product. We will hold your product for 30 days, after which the product will be destroyed.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your refund is approved, it will be processed and automatically applied to your credit card or original payment method within one week.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank.
There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Exchanges (if applicable)
We only replace defective or damaged items. If you need to replace the same product, please email us. For details, please contact [email protected]
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Any product that is received damaged or arrived with a missing part must be reported before installation and within 48 hours of receipt. The recipient is responsible to check the merchandise for its correctness and report any discrepancies ASAP. new.okelilighting.com cannot accept responsibility for any damages not reported within this time frame. We also do not accept responsibility for any broken parts that are being reported after the light fixture has been installed. All damages must be reported before installation. Please hold on to all packaging materials and wait until an inspection has been done by the shipper. If you have disposed of the packing of the shipment that arrived damaged – we will not be able to provide any replacement. Please inspect all boxes for damages and tell the driver to make remarks on the delivery note if such damage is visible – also report any red color on shock indicators that are outside of the box.
Products received with broken glass, or dented shades or frames are not considered defective. In such a case, we will provide replacement glass or shades at no additional charge. If received a product with broken glass or dented frame, it cannot be returned. A replacement part will be provided to you. If you do not wish to receive a replacement, we will consider the shipment a return shipment and restock fees of up to 35% will be due. We also reserve the right to deduct all outbound shipping from the refund. Shipments that are refused at delivery or have missing pieces are also treated as return shipments and restock fees + outbound shipping charges are due.
If there is a manufacturer defect – we reserve the right to repair/fix any damaged part/glass or defect of any fixture – we sell. If the part in question cannot be repaired, we will provide a replacement free of charge.
All products are covered by a 3-year warranty that starts the day the merchandise is delivered（Not including the bulb）.
We charge credit cards at the time of order placement. This protects the buyer and seller from Fraud since the charge already appears on the credit card and the original cardholder can dispute the charge before merchandise is shipped.
Cancelled or changed orders
If an order gets cancelled or changed, we will issue a refund less the fees incurred by credit card payment processors such as Paypal payments. These fees are always non-refundable.