Carter Grand Pendant

Thank you for choosing Vaselamps for your lighting needs. We want to ensure your satisfaction with our products. If you are not entirely happy with your purchase, we are here to assist you.

30-Day Return Policy

We offer a 30-day return policy for items purchased through our websites, with returns processed at facilities in the United States and China. The 30-day return period starts from the date of successful delivery to the customer's provided address. Returned products must be shipped back to our addresses in the United States or China. Unfortunately, we cannot accept returns after this 30-day period. However, our products are covered by a generous 3-year manufacturer warranty.

Eligibility Criteria

To be eligible for a return, the product must be in its original packaging and in new/unused condition. Ensure that the product is not installed. Customized items are not eligible for return.

Within 30 days of receiving your order

If there is any manufacturer defect, you may return for a 100% refund, plus the shipping cost paid for return, on any lighting fixture or related product. (Note: For manufacturer defects or shipping damage, contact us within 48 hours with photos and videos for verification.) If there is no manufacturer defect and you simply changed your mind, you can still return it. You will be responsible for both shipping costs. Pay for the shipping to return the product, ensuring it is sealed in its original package and in a resalable condition. Once we receive the product and verify its new/unused condition, we will issue a refund minus the shipping cost for us.

Initiating a Return

Contact our support team at service@vaselamps.com, specifying the items you wish to return and the reasons for the return. Indicate whether you prefer a refund, credit, or replacement item. A Customer Experience Specialist will provide you with the correct shipping address for your return. Please return the product to this address; otherwise, no refund will be issued.

Packaging

Ensure that all components of the items being returned are securely sealed in their original packaging, including all original packaging material.

Shipping

Before shipping, take photographs of the inside and outside of the packages as records to verify that the products are in their original condition. We strongly recommend insuring the shipment in case of damage during the return process. Choose your preferred shipping carrier for the return; however, you are responsible for the initial shipping cost. In the case of quality-related issues, we will refund the return shipping cost after confirming the issue. If you opt for Signature Required upon delivery, ensure that the shipping agent allows us to sign on the back of the notice for hassle-free re-delivery. After shipping, take a picture of the receipt along with the tracking number and send it to us at service@vaselamps.com.

Processing and Refunds

Upon receiving and inspecting the return, we will process the refund within 10 business days. You will receive an email confirmation when the return is completed.

Exchanges

We do not offer direct exchanges. If you wish to exchange a product, you must initiate a return and then place a new order.

Additional Information

Custom modifications, such as track heads with extensions, and special order items are not eligible for returns. The customer is responsible for shipping the product back to Vaselamps unless the items are defective. Items must be returned within 30 days of delivery in new condition with the original packaging.

Refunds

For returned items, it typically takes 5-10 business days to inspect and restock the products. The refund will be issued after the inspection process is complete. Depending on your bank and credit card company, please allow up to 30 days for the credit to be finalized. If you discover any issues with your order after receiving it, contact us within 48 hours via email or phone with necessary evidence.

Order Cancellation

Customized Items

Customized items are not eligible for cancellation.

Non-Customized Orders

For non-customized orders, you may cancel free of charge within 24 hours of placing the order by replying to your order confirmation email. If the products have not been shipped, you retain the option to cancel your order even after the initial 24-hour period.

Shipped Orders

Once an order has been dispatched, cancellations are not feasible. However, returns can be coordinated upon the package's receipt.

Non-Returnable Orders

Products and invoices labeled as 'Customized Invoice,' 'Made to Order,' or 'Final Sale' are ineligible for cancellation, return, or refund. This includes special purchases such as Inventory Sale Items, Discontinued Items, and Custom Quotes.

Return Shipping Fee

Consumer-Initiated Returns

If the return is initiated by the consumer, the consumer is responsible for the shipping fee. The specific fee will be determined by the express company chosen by the consumer.

Returns Due to Our Error

If the goods received are damaged or incorrect due to our error, the consumer is not required to bear the shipping fee in this case.

Contact Information

For any questions, problems, or suggestions related to your order or our website, please feel free to contact us:

Email: service@vaselamps.com

Tel: +86 151-1256-3582

Part 1 - Shipping Locations:

Where do we ship from?

Our offices are located in the United States, with manufacturing facilities based in China. Your package may be dispatched from China or the United States to reach its final destination. If our warehouses in the United States are temporarily out of stock, your package will be shipped from our facility in China to ensure timely delivery. Presently, we operate two warehouses.

Where do we ship to?

Currently, we ship to the following countries:

• North America: United States, Canada
• Oceania: Australia
• Europe: United Kingdom, Germany, France, Italy, Norway, Switzerland, Netherlands, Denmark, Austria, Sweden, Finland, Belgium

If you require shipping to countries not listed above, please contact us via email at service@vaselamps.com.

Part 2 - Shipping Cost:

All orders benefit from free standard shipping, ensuring convenient doorstep delivery for every order.

Standard Shipping Conditions:

Lights with actual dimensions less than 36 inches will be dispatched using air freight. Lights with actual dimensions measuring 36 inches or larger will be shipped via sea freight.

Special Requests:

For products designated for standard sea freight shipping, if a customer prefers air freight, please contact us (service@vaselamps.com) to discuss applicable shipping fees.

Part 3 - Lead Time:

Typically, most orders are fulfilled within a 4-6 week timeframe from the date of order to delivery.

Please allow 3-5 business days for order processing due to the specialized nature of our lighting products, necessitating secure packaging.

Order Processing Time: 3-5 working days.

Shipping Time: 7-15 working days.

Sea Freight: 20-30 natural days.

Please note: Total Delivery Time = Processing Time + Shipping Time

Customized orders will require an extra 7 working days based on the above timeframe.

Note Regarding Potential Delays:

While we are committed to meeting our usual lead times, some orders may experience extended delivery times due to the reduced capacity of our warehouses and carriers. We sincerely apologize for any inconvenience this may cause. Please feel free to reach out to our Customer Services team via email if you have any questions or concerns.

Changes to Estimated Delivery Date:

In the event of circumstances beyond our control or that of our delivery partner(s) causing delays or preventing delivery on the initially estimated date and/or time, we, or our delivery partner(s), will promptly inform you of any reasonable changes to the estimated delivery date. Product delivery is considered complete when we deliver the items to the address you provided. Should we be unable to deliver your products within 90 days, we will:

• a) Notify you;
• b) Cancel your order;
• c) Issue a refund.

Logistics partners: We collaborate with reputable partners such as FedEx, YunExpress, DHL, TNT, UPS, among others. Note: Packages exceeding 39 inches (100 cm) in size will be shipped via ocean freight.

If a parcel arrives in the destination country during a legal holiday, delivery will be scheduled for the next available business day after the holiday.

Part 4 - Order Tracking:

Delivery times begin upon order acceptance, which includes a 24-hour processing and dispatch period on business days. During promotional periods, processing may take additional time. Once your order is packaged, a shipping confirmation email will be sent, providing delivery details and a tracking link. Please note that tracking information may take a few days to become available.

Part 5 - Delayed Delivery/Lost Package:

Our parcels are dispatched through reputable logistics companies with real-time tracking. In case of unforeseen delays or losses, immediate actions include:

• A. Regular communication with our customer service team to keep customers informed.
• B. Real-time tracking to assess delays and explore alternative shipping options.

Part 6 - Order Cancellation:

Orders can be canceled before entering the processing stage for a full refund. Once shipped, cancellations are not possible. In such cases, returns can be arranged upon receiving the package.

Part 7 - Taxes and Duties:

Import taxes, duties, and customs fees may apply upon the package's arrival. The recipient is responsible for settling these fees, and vaselamps.com is not liable. For detailed information, consult local customs offices. Recipients must adhere to local postal regulations regarding restricted items.

Part 8 - Contact Information:

For inquiries or assistance:

Email: service@vaselamps.com

Phone: +86 151-1256-3582

Opening hours: Mon-Sun, 7x24

Time zone: Los Angeles (GMT-8)