Refund & Return Policy

Circumstances Available For Returns And Refunds

Our return policy is simple. Within 30 days of the receipt of the item, you can apply for a return to get a refund (excluding our outbound shipping costs), on any lighting fixture or related product that has not been used, in its original box and in resalable condition (excluding some circumstances described below).

 

ELIGIBLE FOR RETURNS / EXCHANGES

Customers are entitled to a refund or exchange under the following conditions:

1. The product is damaged due to quality issues or transportation.

2. The item has not been used and is returned within 30 days of receipt.

3. The item was returned to the sender undelivered.

4. The item was not delivered within 90 days.

All of the above cases qualify for a full refund or free replacement.
We will bear all related costs and guarantee a 100% refund or replacement for these issues.

To be eligible for a return:

1. Your light fixture must be in the same condition as received — unused and undamaged.

2. The return must include all original parts, accessories, and packaging.

3. A receipt or proof of purchase must be provided.

4. Items returned within 30 days will be refunded to the original payment method (or store credit if selected).

 

NOT ELIGIBLE FOR RETURN / EXCHANGE

Certain items and orders do not qualify for return or refund:

1. Products that exceed our 30-day return period.

2. Orders or items valued at $5,000 or more.

3. Custom-made, bespoke, or special-ordered products.

4. Lamp bulbs.

5. Products not returned in their original condition or packaging.

6. Large quantity orders (3 or more units of the same product).

   • If you plan to place a bulk order, we recommend ordering a sample first to ensure suitability.

For items not eligible for return, you will be responsible for the return shipping costs, and shipping charges are non-refundable.
If the product is returned in non-original condition, up to 70% of the product cost + service fee may be deducted from the refund amount.

 

RETURN PACKAGING & SHIPPING INSTRUCTIONS

When returning any item, please ensure it is properly packed to avoid damage during transit.
We recommend purchasing shipping insurance, as we cannot provide a refund for any product received in damaged condition.
If your return arrives damaged, please file a claim with the shipping carrier and notify us immediately.
We will hold the damaged product for 30 days while awaiting your instructions.

 

Orders Paid Within 2 Days Support Unconditional Cancellation

You need to send us the order number and invoice by email, we will reply and refund the order amount within 24 hours.
Please do not initiate any PayPal cases and credit card chargebacks; we will do our best to help you resolve the issue.
If your order has already been shipped. Orders cannot be canceled. For the forcible cancellation of the order, you need to pay a shipping fee.

 

Please note:

• The returned product cannot have been installed or modified in any way.
• The returned product must be enclosed in the original box with sufficient packaging material.
• The returned product should be arranged for shipment within 7 days of our approval of returns from us.
• Any shipping fee for returns is borne by you, the customer. (Except for returns of damaged items and returns where the wrong item was received). We will not offer any shipping fee for non-damaged products. There will be a color difference and measurement discrepancy due to the hand-made process, resolution ratio of the screen, shooting light and angles. These can not be avoided. If you mind, please do not make an order.

 

How To Initiate The Return & Refund

• Send an email where a description of the return reason and of the item you wish to return should be included, to info@simprolos.com.
• We will check your email.
• Once your return application approved, you will receive an email of return approval.
• If everything is ready, send off the item you wish to return. The shipping fee will be paid by you.
• Please tell us by email the tracking number and the tracking URL after sending off the item you wish to return.
• Once the returned item received, we will tell you by email whether the returned item is eligible for our Return & Refund Policy. If so, we will issue a refund to you. If not, we reserve the right to refuse to refund you.
• Please note that we do not charge a return handling fee.

 

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your returned item is damaged during transportation or does not meet the circumstances of return, we will reject a refund to you.
After confirming with you and getting your approval, we will process your refund, and the refund will automatically be returned to your credit card or original payment account. Credit card payment takes 3-5 days to process, PayPal takes 2-3 days.

 

After 30 Days From Delivered

We would not accept any request, including for a refund, a replacement, or an exchange.

Please inspect your order promptly upon delivery.

 

International Returns

If you wish to return an item after receiving it:

You must arrange and pay by yourself for return shipping to China(we cannot accept returns at overseas warehouses at this moment), including the following costs:

(1) All return shipping costs

(2) International customs clearance fees

For more details and return procedures, please contact your local courier for assistance with international returns.

 

How to Return

Please contact us at first for approval and for a return instructions. Please note an unauthorized returns will not be accepted for us,regardless of after-sales type.

When you start the return procedure, you will be responsible for:

(1) Pack Securely: Include all accessories, original packaging, and a note with:

• Order number
• Product name / the SKU number
• A brief description of the issue occurred with this product

(2) Ship & Track:

• Use the provided return address (not parcel pickup location).
• Email us the tracking number and shipping receipt.

 

Once we received your return and an inspection by the warehouse, we will process the refund to your original payment method within 1-5 business days.

 

Late Or Missing Refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@simprolos.com.

 

Exchanges (if applicable)

We only replace items if they are defective or damaged during transportation. If you need to exchange it for the same item, send us an email at info@simprolos.com. And we will give you the solution. If we need you to return the item, we will tell you the address that the item should be returned to.

 

Damaged Goods

Any product that is received damaged or arrived with a missing part must be reported before installation and within 48 hours of receipt. The recipient is responsible to check the merchandise for its correctness and report any discrepancies ASAP. We cannot accept responsibility for any damages not reported within this time limitation. We also do not accept responsibility for any broken parts that are being reported after the light fixture has been installed. All damages must be reported before installation.
Please hold on to all packaging materials and wait until an inspection has been done by the shipper. If you have disposed of the packing of the damaged item, we will not be able to provide any replacement. Please inspect all boxes for damages and tell the courier to make remarks on the delivery note if such damage is visible.
Products received with broken glass, or dented shades or frames are not considered defective item and cannot be returned. In such a case, we will provide a replacement for glass or shades at no additional charge. If you do not wish to receive a replacement and want to return the item, we will consider it as a normal return shipment and charge restocking fees of up to 35%. We also preserve the right to deduct all outbound shipping from the refund.

 

Returned Item Having Missing Pieces

After we check your returned package and find that there is any missing part, we will charge restocking fees of up to 35% and an outbound shipping fee.

 

Manufacturer Defects

If there is a manufacturer defect – we preserve the right to repair/fix any damaged part/glass or defect of any fixture – we sell. If the defect cannot be repaired, we will provide a replacement at no additional charge.

 

Refuse Shipments

If an order has already been shipped and you refuse to receive it, you are responsible for the cost of returning the product, any restocking fees and outbound shipping fee.
If the product cannot be returned to the sender ( for example: if the return shipping cost exceeds the value of the merchandise), no refunds can be given in such a case.

 

Receive Incorrect Item

All shipments with items that were received incorrectly or in error have to be reported to us within one week since receipt of the item. We have to get notified by email if the item is no match your order. We are unable to accept any claims after one week since receipt of the item. In the event of the delivery of an incorrect item, simprolos.com shall reserve the right to provide the correct product within a period of up to 8 weeks after receiving your email. We will pay for all shipping costs for returning the incorrect item and providing the correct product. If you do not want an exchange, the order will be treated as a return, and restocking fees will be charged up to 35%.

 

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