Refund and Returns Policy
At Prestige ValueDepot, we value your trust and want every lighting purchase to meet your expectations. Our products are carefully selected and packaged to preserve their quality, but we understand that returns may occasionally be necessary. The following policy outlines our procedures, conditions, and timelines for returns, refunds, and exchanges.
Return Eligibility and Timeframe
Customers may request a return within 30 days of receiving their order. To qualify, items must be:
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Unused and undamaged, showing no signs of installation or modification.
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Returned in their original packaging, including all protective inserts, hardware, and documentation.
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Accompanied by a valid purchase confirmation such as an order number or receipt.
Products that exhibit installation marks, scratches, or evidence of prior use will not be accepted for return.
Items Not Eligible for Return
For safety and hygiene reasons, certain products cannot be returned, including:
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Custom or made-to-order fixtures, including special finishes or dimensions requested at checkout.
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Light bulbs, consumables, or replacement parts that are not defective.
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Clearance or final-sale merchandise, clearly identified at the time of purchase.
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Any product that has been altered or modified after delivery.
Please review your order carefully before purchasing to ensure compatibility with your space and electrical requirements.
How to Initiate a Return
To begin a return, email [email protected] with the following details:
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Your order number and purchase date.
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The item(s) you wish to return.
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A brief explanation of the reason for return and the item’s current condition.
Once we receive your request, our team will review the information and provide a Return Merchandise Authorization (RMA) number along with detailed instructions for shipping the item back to us. Returns sent without prior authorization may be refused.
Return Shipping Responsibility
Customers are responsible for arranging and covering the cost of return shipping unless the item is confirmed defective or incorrect. We recommend using a trackable and insured shipping method to safeguard against loss or damage during transit. Please retain your proof of shipment until the return is fully processed.
Inspection and Refund Timeline
Upon receipt, returned items undergo a detailed inspection to verify that they meet the above conditions. Approved refunds are typically issued to the original payment method within 7–12 business days after inspection is complete. Original shipping charges are non-refundable, except in cases where Prestige ValueDepot is responsible for the return (for example, defective or incorrect items).
Exchanges
If you wish to exchange an item for the same product in a different size or finish and stock permits, please indicate this preference in your return request. Exchanges will be processed after the returned item has been received and approved.
Damaged or Defective Items
If your order arrives damaged or exhibits a manufacturing defect, please contact us within 7 days of delivery and include clear photographs of the issue. We will promptly arrange a replacement, repair, or full refund at no additional cost to you.
Gift Returns
If you are returning an item received as a gift, we can issue store credit equal to the value of the approved return once it passes inspection. Please provide the original purchaser’s details or order confirmation to expedite processing.
Tracking Your Refund
Refunds may take several business days to appear on your financial statement depending on your bank or payment provider. If a refund is not visible within 14 business days of our confirmation, first check with your payment provider, and then email [email protected] for a case review.
Contact Information
For any questions about returns, exchanges, or policy details, please contact us at:
Email: [email protected]
Company Address: 16th Floor, No. 127 Guotong Road, Yangpu District, Shanghai (Registered Concentrated Office)