Refund policy

We want you to feel confident when purchasing from Vexalamps. Please review the following return and refund terms carefully before submitting a request.

30-Day Return Policy

We accept eligible return requests within 30 days of the date your order is delivered.

To be eligible for a return, the lighting fixture must:

  • Be unused, uninstalled, and in its original condition
  • Not have been assembled, wired, modified, or altered
  • Include all original components, hardware, mounting accessories, instructions, and packaging
  • Be packed securely in the original box or crate
  • Include the receipt, order number, or other proof of purchase

Lighting fixtures that have been installed, wired, modified, damaged after delivery, or returned with missing parts are not eligible for return.

Please keep all original packaging until you have fully inspected and approved your lighting fixture.

How to Request a Return

To request a return, please contact us at:

Email: support@vexalamps.com

Please include:

  • Your order number
  • The product name
  • The reason for the return
  • Clear photos of the fixture and packaging
  • Photos showing that the fixture has not been installed or damaged

Returns must be approved before being shipped back.

Please do not send returns to our corporate or correspondence address at 123 Mission St Ste 1600, San Francisco, CA 94105. This address does not accept product returns.

After your return request has been reviewed and approved, our customer support team will provide the exact authorized return address, return instructions, and any applicable shipping requirements.

Products sent without prior authorization, sent to our corporate address, or sent to an address other than the authorized return address may not be accepted or eligible for a refund.

Return Shipping

For returns requested because of personal preference, incorrect size selection, style or color preference, or a change of mind, the customer is responsible for all return shipping costs.

Customers must use the authorized return address and follow the return instructions provided by Vexalamps. We strongly recommend using a trackable and insured shipping service, as the customer remains responsible for the returned product until it is received at the authorized return location.

If the return is caused by a product that arrived damaged, defective, incomplete, or different from the item ordered, Vexalamps will cover the approved return shipping cost or replacement shipping cost.

After the claim has been reviewed and approved, Vexalamps will provide the applicable prepaid return label, return instructions, replacement parts, or replacement shipment.

Original expedited shipping charges, special delivery fees, installation fees, and other optional service charges are non-refundable unless the return is caused by an error made by Vexalamps.

Restocking Fees

We do not charge restocking fees for approved returns.

Returned products must still meet all eligibility requirements stated in this Refund Policy. A refund may be reduced or denied if the returned product has been installed, used, modified, damaged after delivery, improperly packed, or returned with missing components.

Any deduction will be based only on documented loss in product value, missing components, or damage caused after delivery. Such deductions are not standard restocking fees and will be explained to the customer before the refund is finalized.

Damaged, Defective, or Incorrect Items

Please inspect your order promptly after delivery and before installation.

If your lighting fixture arrives damaged, defective, incomplete, or different from the item ordered, please contact support@vexalamps.com within 7 calendar days of the confirmed delivery date.

Please provide:

  • Your order number
  • Photos of the outer shipping box or wooden crate
  • Photos of the inner packaging
  • Clear photos or videos showing the damage, defect, missing components, or incorrect item
  • A photo of the shipping label
  • A description of the affected parts

Please keep the original fixture, components, and packaging while the claim is being reviewed.

Do not install, repair, discard, or modify the affected product before receiving instructions from Vexalamps, as doing so may affect our ability to verify the issue and provide a resolution.

After the claim has been reviewed and approved, Vexalamps will provide an appropriate resolution, which may include:

  • Replacement parts
  • Replacement glass, crystals, hardware, or electrical components
  • Repair assistance
  • A replacement fixture
  • An approved return at our expense
  • A refund

For approved claims involving a damaged, defective, incomplete, or incorrect product, Vexalamps will cover the applicable return shipping or replacement shipping costs.

Installation-Related Issues

Lighting fixtures must be installed by a qualified electrician in accordance with local electrical codes and installation requirements.

Damage caused by improper installation, incorrect assembly, unauthorized modification, unsuitable ceiling support, incorrect voltage, or failure to follow installation instructions is not considered a product defect and does not qualify for a return or refund.

Please verify the fixture dimensions, weight, ceiling height, electrical requirements, mounting conditions, and installation space before placing your order.

Custom and Made-to-Order Products

Custom-made, modified, made-to-order, or personalized lighting fixtures are not eligible for return or cancellation once production has started.

This includes products with customized:

  • Dimensions
  • Finish or color
  • Cord, chain, cable, or downrod length
  • Canopy size
  • Voltage or electrical configuration
  • Number of lights
  • Overall hanging height
  • Other customer-requested specifications

If a customized item arrives damaged, defective, or does not match the confirmed order specifications, please contact us within 7 calendar days of the confirmed delivery date so that we can review the issue and provide an appropriate resolution.

Non-Returnable Items

The following items are not eligible for return:

  • Installed or wired lighting fixtures
  • Used, assembled, altered, or modified products
  • Custom-made or personalized products after production has started
  • Items returned without authorization
  • Items returned without their original packaging
  • Items with missing hardware, accessories, glass, crystals, or other components
  • Items damaged because of improper handling or installation
  • Clearance or final-sale items specifically marked as non-returnable
  • Gift cards

Please contact us before placing your order if you are unsure whether a product is returnable.

Exchanges

We do not process direct exchanges.

The fastest way to receive a different product is to request a return for the original item. Once the return is approved, you may place a separate order for the replacement item.

New orders are subject to current pricing, stock availability, processing time, and shipping time.

Return Inspection

After a returned item is received, our team will inspect the fixture, packaging, components, and accessories.

We will notify you by email whether the return has been approved.

If the returned product is installed, incomplete, improperly packed, damaged after delivery, or otherwise not in its original condition, the refund may be reduced or denied.

We do not charge a standard restocking fee. However, if the returned product has documented damage, missing components, or a loss in value caused after delivery, the corresponding amount may be deducted from the refund.

Any proposed deduction will be explained to the customer before the refund is finalized.

Refunds

Once your return has been received, inspected, and approved, the refund will be issued to the original payment method within 10 business days.

Please note that your bank, credit card provider, or payment processor may require additional time to process and post the refund.

Original shipping charges, expedited delivery fees, special delivery fees, installation costs, electrician fees, storage costs, and other third-party expenses are non-refundable unless the return is caused by an error made by Vexalamps.

If more than 15 business days have passed since your refund was approved, please contact us at:

support@vexalamps.com

Order Cancellations

Cancellation requests must be submitted as soon as possible.

Orders may only be canceled before they enter processing, production, customization, or shipment preparation.

Because many lighting fixtures are made or prepared specifically for each order, cancellation may no longer be possible once production has started.

Orders that have already shipped cannot be canceled and must follow the standard return process.

Contact Information

For questions regarding a return, damaged product, replacement, or refund, please contact:

Vexalamps Inc.

Email: support@vexalamps.com
Phone: +1 (515) 357-2257

Corporate and Correspondence Address: 123 Mission St Ste 1600, San Francisco, CA 94105, United States

Please note: This address does not accept product returns. For an authorized return address and return instructions, please contact support@vexalamps.com before shipping any product.

Business Hours: Monday–Friday, 9:00 AM–6:00 PM Pacific Time