1. Overview

We want you to be fully satisfied with your purchase from NewstarLamp. If for any reason you are not happy with a standard lighting product, you may request a return within 30 days of receipt.

Custom lighting orders (including bespoke designs, made-to-order fixtures, or project-specific orders) are not eligible for automatic returns. Any possible adjustment or cancellation must be mutually agreed before production begins.

2. Eligibility for Return (Standard Products)

To qualify for a return, the following conditions must be met:

  • The return request is made within 30 days of your delivery date.
  • The item is unused, uninstalled, and in the original packaging, with all parts, accessories, and documentation intact.
  • The item must pass our quality inspection.
  • The customer must provide proof of purchase (order number, invoice, etc.).

If the above conditions are not met, we reserve the right to refuse the return or issue partial refunds.

3. Return Process

  1. Submit a Return Request: Contact our customer service at 123321 with your order number, product details, and reason for return.
  2. Return Authorization: If your request is approved, we will issue a Return Authorization (RA) number and provide return instructions (including address).
  3. Ship Back the Item: You (customer) are responsible for return shipping costs (unless the return is due to our error or a defective product). Use a traceable, insured shipping method.
  4. Inspection & Refund: Once we receive the returned item and confirm it meets the eligibility criteria, we will issue a refund (or store credit) to the original payment method. The refund will be processed within 10–15 business days after inspection.

4. Refund Amount & Deductions

  • We will refund the product price minus any shipping costs or restocking fees (if applicable).
  • If damage is found or parts are missing, we may deduct a repair or replacement fee.
  • In case of returns due to our error (e.g. wrong item shipped, defective item), we will cover reasonable return shipping fees and issue a full refund.

5. Defective or Damaged Items

If your product arrives damaged or defective, please contact us within 5 days of receipt. Include photos and detailed description of the issue. We will arrange one of the following options:

  • Replacement of the defective part/item
  • Full refund
  • Credit toward another product

6. Cancellation & Modifications (Custom Orders)

  • Before production starts: Custom orders may be canceled or modified by mutual agreement, possibly incurring design or material fees.
  • After production begins: Custom orders (bespoke designs) are non-cancellable and non-returnable, unless there is a manufacture defect or error on our side.
  • All modifications (size, finish, wiring, etc.) must be clearly stated and agreed upon in writing prior to manufacturing.

7. Exceptions & Non-Returnable Items

The following items cannot be returned or refunded:

  • Custom / bespoke / project-specific lighting orders
  • Products that have been installed, altered, or used
  • Items not in original condition or missing parts
  • Clearance or special sale items (unless stated otherwise)

8. Dispute & Chargebacks

We request that customers do not initiate chargebacks without first contacting NewstarLamp. Chargebacks without prior communication may delay resolution and may incur processing fees. We will do our best to resolve any dispute amicably.

9. Contact Information

If you have questions or need assistance, please contact us at: newstarlamp@outlook.com

We aim to respond to all inquiries within 1–2 business days.