Return & Refund Policy
Last Updated: September 2, 2025
1. Eligibility Conditions
We accept returns/exchanges under the following conditions:
- •✅ Timeframe: Requests must be initiated within 14 days of delivery.
- •✅ Condition: Products must be unused, undamaged, and in original packaging (including manuals, accessories, and protective coatings).
- •✅ Proof: Valid order number/receipt required.
Non-Returnable Items:
- •Customized/built-to-order lighting systems
- •Clearance/discounted items (>50% off)
- •Opened software/control systems
2. Return Process
To initiate a return/exchange:
- 1.Contact Support: Email [email protected] with:
- •Order number
- •Product issue description + photos (if defective)
- 2.Receive Authorization: We’ll provide a Return Merchandise Authorization (RMA) number and shipping instructions.
- 3.Ship Items: Send to designated regional hub (e.g., Zhongshan factory, Dubai logistics center). Original packaging required.
3. Refunds & Exchanges
| Request Type | Processing Time | Conditions |
|---|---|---|
| Refunds | 7-14 business days | Approved refunds issued via original payment method. |
| Exchanges | 5-10 business days | Size/color swaps subject to stock availability. |
| Defective Items | Immediate | Free replacement or full refund + return shipping covered. |
Partial Refunds May Apply If:
- •Items show signs of use beyond inspection
- •Original packaging missing
4. Shipping Costs
| Scenario | Responsibility |
|---|---|
| Change of mind | Customer pays return shipping |
| Defective/Incorrect item | AndyLighting covers all costs |
Note: For international returns, include customs forms declaring "Return for repair/refund" to avoid duties.
5. Regional Policy Variations
| Region | Special Terms |
|---|---|
| EU/UK | 14-day legal withdrawal period + mandatory return form |
| Middle East | Free pickup for defective items >$500 value |
| Asia-Pacific | Exchange-only for sale items (no cash refunds) |
6. Exceptions & Disputes
- •Restocking Fee: 20% applies to unauthorized returns.
- •Denied Claims: Returns without RMA numbers or missing components will be rejected.
- •Dispute Resolution: Email [email protected] for escalated issues.
Contact Information
- •Returns Portal: returns.andylighting.com
- •Email: [email protected] (Response within 24h)
- •Phone: +86 15398852339 (Chinese/English support)
For full terms, refer to our Terms of Service. This policy complies with GDPR (EU), CCPA (USA), and China’s E-Commerce Law.
Implementation Tips:
- 1.Add a return request form in your website footer under "Support"
- 2.Include policy summaries in order confirmation emails
- 3.Train customer service teams using the scenarios in
This policy balances consumer protection with operational practicality, adapting global frameworks to lighting industry specifics. Let me know if you need region-specific clauses!
