Return & Refund Policy

We want you to be fully informed before placing your order. This policy clearly explains your return options, who covers shipping costs, and which items can or cannot be returned. Please read carefully — by placing an order, you acknowledge the terms below.

Last Updated: May 20, 2026

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1. Return Window

We accept returns and exchanges within 60 days of the confirmed delivery date. Items must be:

• Uninstalled and unused
• In original packaging with all original accessories, hardware, and tags included
• Free of any signs of installation, modification, or wear

Requests submitted after 60 days from the delivery date cannot be accepted.

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2. How to Start a Return — Request an RMA First

Please do not ship any item back without first contacting us. All returns require a Return Merchandise Authorization (RMA) number issued by our support team. Unauthorized returns cannot be identified and will not be processed or refunded.

To request an RMA, please email info@simprolos.com with the following information:

• Your order number
• The item(s) you wish to return
• The reason for the return
• Photos of the item and packaging (required for damage or defect claims)

Our team will respond within 1 business day with your RMA number and the specific return address that applies to your order.

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3. Return Shipping Costs — Who Pays?

Who pays for return shipping depends entirely on the reason for the return. Please review the table below before placing your order.

⚠️ Important — Please read before purchasing:
The majority of our designer fixtures are made-to-order and shipped from our manufacturing facility in Zhongshan, Guangdong, China. For preference-based returns of these items, you are responsible for international return shipping costs, which typically range from USD $80 to $200+ depending on item size, weight, and your country of origin. In some cases — particularly for oversized chandeliers — return shipping may exceed the value of the item itself.

If you have any concerns about size, finish, color, or compatibility with your space, please contact us at info@simprolos.com before placing your order. Our team can provide dimensions, additional photos, finish samples, and compatibility guidance free of charge.

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4. Return Addresses

Your RMA confirmation email will specify the correct return address for your order. General routing is as follows:

🇺🇸 U.S. Return Address

Simprolos Returns
30 N Gould St Ste R
Sheridan, WY 82801
United States

This address 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 Factory Return Address

Simprolos Manufacturing
No. 77, Qijiang Road
Guzhen Town, Zhongshan City, Guangdong Province 528415
China

This address applies to items shipped directly from our China factory, all oversized or made-to-order fixtures, and all customers located outside North America.

Please do not ship to either address before receiving your RMA confirmation. Items returned to the wrong facility may be refused or delayed.

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5. Alternative Resolution for Preference Returns

To help you avoid the cost and inconvenience of international return shipping, we may offer the following alternative for preference-based returns only:

• Keep the item + Partial Refund: You retain the fixture (to use elsewhere, give as a gift, or resell locally), and we issue a partial refund to your original payment method. The exact refund percentage will be confirmed by our team via email based on the item and circumstances.

This alternative is entirely optional and voluntary. You always have the right to return the item to the appropriate facility for a full product refund instead. Choosing the partial refund option does not waive any of your other consumer rights.

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6. Order Cancellation

Within 24 Hours of Placement

You may cancel your order free of charge within 24 hours of purchase, provided the order has not yet entered production or been dispatched. To cancel, email us at info@simprolos.com with your order number.

After 24 Hours, Before Shipment

If production has begun but the item has not yet shipped, you may still cancel, but a production fee of up to 20% may apply if materials have already been cut or assembly has started. The exact fee will be confirmed before deduction.

After Shipment

Once an order has been dispatched to the carrier (including loading into shipping containers for sea freight), cancellation is no longer possible. Please wait to receive the item and, if you no longer want it, follow the standard return process described above.

Refused Delivery After Shipment

If you refuse delivery of a shipped order without first contacting us, a 30% restocking and return-logistics fee will be deducted from your refund to cover the carrier's return-shipping charges and handling. We strongly recommend contacting us to discuss any concerns before refusing a delivery.

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7. Non-Returnable Items

The following items are not eligible for return except in cases of verified manufacturing defect:

• Fully customized or made-to-specification products — items produced with custom dimensions, custom colors, custom configurations, or other personalized specifications at your request. These are clearly labeled "Custom Order" on the product page before checkout.
• Expedited shipping fees — non-refundable once the carrier has been booked, regardless of return outcome
• Items returned without an authorized RMA number
• Items returned after the 60-day return window
• Bulk orders of 3 or more identical units — except in cases of verified quality defect. For bulk purchases, we strongly recommend ordering a single sample first.

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8. Refund Processing Timeline

Once your return arrives at our facility:

• Inspection: 3–5 business days from receipt
• Refund issued: Within 7–14 business days after inspection approval
• Refund method: Same payment method used for the original purchase

You will receive an email confirmation when your refund has been issued. Please allow an additional 3–10 business days for the funds to appear in your account, depending on your bank or card issuer.

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9. Regional Consumer Rights

European Union

EU customers have the statutory right to withdraw from a purchase within 14 days of delivery under the EU Consumer Rights Directive. We voluntarily extend this period to 30 days. The item must be uninstalled and in its original condition. Standard EU consumer protection rights apply and are not waived by any provision of this policy.

United Kingdom

UK customers have the statutory right to cancel within 14 days of receiving the goods under the Consumer Contracts Regulations 2013. We voluntarily extend this to 30 days.

Other Jurisdictions

Where local consumer protection law provides rights greater than those described in this policy, those local rights apply. This policy does not limit any statutory consumer rights you may have under applicable law.

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10. Product Disclaimers

• Color variation: Colors may appear slightly different on-screen due to individual monitor display settings, lighting conditions, and photography. Slight variation between the website image and the physical product is normal and does not constitute a defect.
• Dimension tolerance: All dimensions are manually measured and may vary by ±1–2 cm. This tolerance is within our quality standard and does not constitute a defect.
• Natural materials: Products incorporating natural materials (alabaster, travertine, wood, rattan) will show unique veining, grain, and color variation. No two pieces are identical. This is a feature of the material, not a defect.

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11. Contact Us

If you have any questions about this policy or need help with a return, please contact our customer support team:

• Email: info@simprolos.com
• Phone (WhatsApp): +86 18688144939
• Hours: Monday – Friday, 9:00 AM – 6:00 PM EST (excluding U.S. public holidays)

Our phone line is staffed by live customer service representatives during the hours listed above. We aim to respond to all email inquiries within 1 business day.

Simprolos Inc.

Registered Office: United States
30 N Gould St Ste R
Sheridan, WY 82801
United States

Operations Office: Hong Kong
Unit 89, 3/F.
Yau Lee Centre,
No. 45, Hoi Yuen Road,
Kwun Tong
Hong Kong

Manufacturing / Production Office: China
Area B, Kaiyuan Lighting City, Guzhen Town, Zhongshan City, China

Customer Service:
Email: info@simprolos.com
Phone / WhatsApp: +86 18688144939
Business Hours: Monday–Friday, 9:00 AM–9:00 PM EST