We are committed to providing quality lighting and take the customer experience very seriously. Customer satisfaction is our greatest pursuit.If you are unhappy with your purchase, as long as you contact us within 30 days from the receipt of the item, we will process your return/exchange request. Any request after 30 days will not be honored. Please make sure to contact us by email (support@lililighting.com) at first.
We encourage you to go for a thorough check-up when you receive the package and make sure whether the items are the ones you have specified. If you are going to exchange/return the product, please make sure that it is in the original condition, unused, undamaged and in the original package. Our insurance policy is valid for 30 days (natural days). If you have received the goods according to your tracking number for 30 days, I'm sorry, we can't refund them or exchange them for you. We regret this. You must inquire within this time window to be eligible for return or exchange.
NOTE: If there is any manufacturer defect or shipping damage, please contact us within 48 hours and take photos and videos to show us the defect for us to verify.
How to return?
We try to make it as easy as possible for you. Follow these 3 major steps to return any portion of your order in accordance with our Return Policy.
- Process Your Return
Send your order number and return reasons to support@lililighting.com. You're preferred to include pictures of items in their original packaging to speed up return approval.
We will process your request and provide the right shipping address for you to ship to for the return.
NOTE: if you ship the product to any other addresses, no refund will be issued.
- Packaging
Ensure that all components of all items being returned are thoroughly sealed in their original packaging, including all original packaging material.
- Shipping
Before shipping, please take pictures of inside and outside of the packages as records to show that products are indeed in its original condition. We strongly suggest having insurance just in case that package is damaged during the shipping process back to us.
For shipping, feel free to ship the product back to us with your choice of the shipping carrier. (You do have to pay for the shipping first. If it is a quality-related issue, we will refund you the shipping cost once we confirm the issue.) If you choose Signature Required when delivery, please do make sure that the shipping agent allow us to sign on the back of the notice so that they can re-deliver without any issue.
After ship it, please take a picture of the receipt along with the tracking number and send it to us at support@lililighting.com.
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 4-6 working days.
Exchanges
The exchange will be considered as return and re-purchase. Customized items are not eligible for exchange.
Contact information
Email: support@lililighting.com
Phone: +1(385) 381-1928
Hours: Mon-Fri: 9:00 AM - 6:00 PM