Refund policy
Last Updated: August 25, 2026
At Pinlighting, we want customers to shop with clear expectations and confidence. This Return & Refund Policy explains when a return, exchange, refund, or cancellation may be available, and what steps are required to request support. Please review it carefully before placing your order — placing an order means you have read and agreed to these terms.
1. 30-Day Return Window
You may request a return or exchange within 30 days of delivery, subject to the conditions below.
To be eligible for a standard return, the item must generally be:
- Unused, uninstalled, and in its original condition
- Returned in its original packaging with all accessories, hardware, and documentation included
- Accompanied by proof of purchase, such as your order confirmation or order number
Return eligibility may vary depending on the product condition, customization status, and reason for return. Requests submitted after the 30-day window will generally not be accepted.
2. Reporting Damage, Defects, or Incorrect Items on Arrival
Please inspect your order as soon as it arrives. If your item arrives damaged, defective, or incorrect, please contact us within 72 hours of delivery and include clear photos of:
- The damaged, defective, or incorrect area of the product
- The original packaging, both outside and inside, showing any signs of transit damage
- The shipping label on the outer box
Reporting within this window allows us to file carrier claims and arrange the fastest resolution. Damage, defect, or shortage reports submitted significantly after delivery, or without supporting photos, may not be eligible for full replacement or refund.
3. Situations Eligible for Refund, Replacement, or Exchange
If there is a verified issue caused by product damage, shipping damage, incorrect shipment, or a confirmed product defect, we will review the case and provide an appropriate solution, which may include a replacement, exchange, partial refund, or full refund depending on the situation.
Examples include:
- The item arrived damaged in transit
- The item arrived with a confirmed defect or quality issue
- The wrong item was delivered
- The shipment was lost in transit or returned undelivered due to carrier issues
In these situations, we may request clear photos of the product, packaging, shipping label, and any visible issue so we can review the case promptly. The final remedy depends on the nature of the issue and the condition in which the item was received.
4. Order Cancellation
Within 48 hours of placing your order: Standard orders can usually be cancelled for a full refund, provided processing or production has not already advanced beyond the cancellation stage.
Expedited, express, or rush-shipping orders: Because these orders enter our expedited fulfillment queue immediately upon payment, cancellation may not be possible even within the 48-hour window. Any expedited shipping upgrade fee is non-refundable once the order has entered the expedited fulfillment queue.
Custom or made-to-order items: Custom and made-to-order items typically enter production shortly after payment and cannot be cancelled once production has begun. Please see Section 5 for details.
After 48 hours: Because many of our products begin processing, production preparation, packaging, or shipping arrangements shortly after purchase, cancellation may no longer be possible. If cancellation is still approved after that stage, reasonable handling, production, and logistics costs may be deducted where applicable.
After shipment: Orders that have already shipped generally cannot be cancelled in transit. In such cases, any refund request will be handled according to this Return & Refund Policy after the item is successfully returned and inspected, if return is approved.
5. Custom, Made-to-Order, and Personalized Items — Final Sale
Because they are produced or modified specifically for your order and cannot be resold, custom, made-to-order, and personalized items are Final Sale and are not eligible for return, exchange, or refund for change of mind, buyer's remorse, ordering error, or design preference reasons.
Custom / made-to-order items include, but are not limited to:
- Extended or shortened cord, cable, or wire length
- Extended or shortened rod, stem, chain, or drop length
- Custom paint colors, custom finishes, or bespoke color matching (including Pantone or client-supplied color matching)
- Non-standard sizes, dimensions, or configurations
- Modified socket type, wattage, voltage, or wiring for a specific market
- Any item marked as "Custom," "Made to Order," "Bespoke," or "Special Order" on the product page or at checkout
The only exception to the Final Sale rule is a confirmed manufacturing defect or shipping damage, reported within the window described in Section 2. In such cases we will provide repair, replacement parts, a replacement unit, or another appropriate remedy. A refund is not automatic in these situations, and cannot be requested simply because the custom item is no longer wanted, because the specification was submitted incorrectly by the customer, or because the finished color or dimension appears slightly different from a screen preview, sample photo, or expectation.
Because custom orders cannot be cancelled once production has begun, please confirm every detail — dimensions, cord or rod length, colors, wiring, wattage, quantity — before placing the order. If you are unsure, please contact us before purchasing.
6. Non-Returnable or Limited-Return Items
In addition to the custom items described in Section 5, the following are generally not eligible for return, or are subject to limited return approval:
- Items returned outside the stated return window
- Items that have been used, installed, wired, altered, damaged after delivery, or returned in materially incomplete condition
- Items returned without prior return authorization
- Consumable or accessory items such as bulbs, where applicable
- Clearance, final-sale, or promotional-price items, unless otherwise stated
If you are ordering multiple units for a large project or hospitality installation, we recommend confirming the product details carefully — and, where possible, ordering a single sample first — before committing to the full quantity.
7. Shipping Costs and Return Shipping Responsibility
Please review this section carefully, as it explains how shipping costs are handled in refunds and returns.
Original shipping charges: Original shipping fees paid at checkout are non-refundable, except when the return is required because of our confirmed error (damage, defect, or wrong item shipped).
Expedited, express, or rush shipping fees: Any additional fee paid for expedited, express, or rush shipping is non-refundable in all cases, including when a return is approved due to a product issue. This fee pays for the shipping upgrade service, which has already been performed once the order is dispatched.
Return shipping — our error: If the return is approved because of damage, defect, or the wrong item being shipped, we will provide an appropriate solution and cover or arrange the related return or replacement handling as applicable.
Return shipping — customer reason: If the return is requested for personal preference, change of mind, ordering error, no-longer-needed, or another non-quality-related reason, the customer is responsible for return shipping. In addition, any refund issued may be reduced by the original outbound shipping cost we incurred, even if that cost was not separately charged at checkout as part of a free-shipping promotion. Because many of our items ship from our China fulfillment center (see Section 9), international return shipping applies as described in Section 10.
Handling / restocking fee: A reasonable handling or restocking fee may apply to non-quality-related returns, depending on the product category, order value, and the condition in which the item is returned.
8. How to Request a Return
- Email info@pinlighting.com with your order number and the reason for your request.
- If the item is damaged, defective, or incorrect, please include clear photos of the item, packaging, and shipping label (see Section 2 for the reporting window).
- Our team will review your request and reply with return instructions, including the correct return address, if the return is approved.
- Please do not send any item back without prior return authorization. See Section 9 for our return facilities. Unauthorized returns, or returns sent to our New York office address, may be refused at the door or may not be eligible for refund.
- Once you have shipped the approved return, please provide the tracking number to us by email.
We usually respond within 24 business hours, excluding weekends and holidays.
9. Return Addresses
Please do not return any item until you have received an RMA confirmation from our team. Depending on the product and the origin of your shipment, the return destination will be one of the two regions below. The exact street address for your return will be provided in your RMA confirmation email.
🇺🇸 US Fulfillment Region
Pinlighting Fulfillment Center
Northeast United States
(Exact address provided upon RMA approval)
This location applies only to items that were originally fulfilled from our U.S. warehouse. These items are clearly labeled "In Stock — Ships from U.S." on the product page.
🇨🇳 China Fulfillment Region
Pinlighting Fulfillment Center
Jiangmen, Guangdong Province
China
(Exact address provided upon RMA approval)
This location applies to items shipped directly from our China fulfillment center, all oversized or made-to-order fixtures, and all customers located outside North America.
Please do not ship to any address before receiving your RMA confirmation. Items returned without prior authorization, or to any address not specified in the RMA email, may be refused, delayed, or ineligible for refund.
10. Alternative Resolution for Preference Returns
For returns requested for personal preference, change of mind, or other non-quality-related reasons, the standard resolution is a return to the applicable facility identified in Section 9, with the customer responsible for return shipping as described in Section 7. This applies regardless of the shipping origin or distance of the return.
In limited cases, and entirely at Pinlighting's sole discretion, we may offer store credit as a courtesy alternative to a standard return. Any such offer, if made, will be for a portion of the item purchase price (excluding original outbound shipping and any expedited shipping upgrade fees), issued as a single-use code with no cash value, valid for 12 months from issuance, and non-transferable.
Any courtesy alternative offered under this section is:
- Not a customer right or entitlement under this policy;
- Determined case-by-case based on the product category, order value, shipment origin, and account history;
- Subject to the same eligibility conditions as a standard return (undamaged, within the return window, non-custom, and so on);
- Final and non-negotiable in amount and form once offered — declining a courtesy alternative returns the case to the standard return process described elsewhere in this policy.
Cash refunds without physical return of the merchandise are not available. Photographs of local disposal, donation, destruction, resale, gifting, or any other disposition of the item do not qualify the customer for a refund of any amount. All refunds require the merchandise to be received in acceptable condition at the return facility we designate.
Original outbound shipping and expedited shipping upgrade fees remain non-refundable in all cases, as described in Section 7.
To inquire about a courtesy alternative, please mention it in your return request email to info@pinlighting.com. We do not guarantee that any alternative will be offered.
11. Refund Processing
Once an approved return is received and inspected, any eligible refund will be issued to the original payment method.
Please allow up to 10 business days for the refund to appear, depending on your payment provider or bank processing time.
If your refund has been approved and you still have not received it after 15 business days, please contact us at info@pinlighting.com.
12. European Union Customers
If your order is delivered to a country in the European Union, you may have statutory cancellation or return rights under applicable consumer laws. Where required by law, those rights will apply in addition to this policy.
13. Important Notes
- Return authorization is required before any item is sent back.
- We may request supporting photos or order information before approving a return, refund, replacement, or exchange.
- Not every issue automatically results in a full refund; the final resolution depends on the product condition, order status, customization status, and the nature of the issue.
- Any courtesy alternative resolution (including store credit, partial refund, or exchange offer) is made at Pinlighting's sole discretion and does not create a right, precedent, or entitlement for any current or future order.
- Placing an order confirms that you have read, understood, and agreed to this Return & Refund Policy.
- This policy applies together with our Shipping Policy and any product-specific information shown on the product page.
14. Contact Us
Phone: +1 800-901-9318
Email: info@pinlighting.com
Office Address: 159 W. 25th Street 4th Floor, New York, NY 10001 US
Please note: This is our office address for customer communication and business correspondence only. It is not the shipping origin for all orders and should not be used as a return address unless we provide return authorization and instructions.