I Received a Damaged Item

At Simprolos, we take great care to ensure that every lighting fixture is carefully inspected, securely packaged, and delivered in excellent condition. However, despite our quality control and protective packaging procedures, occasional damage may occur during transportation.

If your order arrives damaged, please don't worry. Our Customer Support Team is here to help resolve the issue as quickly and smoothly as possible.

We recommend reporting any shipping damage within 72 hours of delivery, whenever possible. Please retain the damaged product and its original packaging until our team has reviewed your case.

To help us investigate shipping damage efficiently, we ask customers to contact us within 7 days of delivery. Our general Return & Refund Policy provides a 60-day return and exchange request window for eligible items. These recommended reporting timelines do not limit any rights you may have under applicable consumer protection laws.

Depending on the circumstances, we may offer free replacement parts, a replacement product, a refund, or another appropriate solution.

1. Concealed Shipping Damage

Concealed shipping damage refers to damage that is not visible on the outside of the package but is discovered after opening and inspecting the product.

If you have already accepted delivery and discover that your lighting fixture is damaged, please follow these steps:

1. Contact our Customer Support Team at info@simprolos.com as soon as possible.

2. Provide your order number or original order confirmation.

3. Identify the damaged product, including its name, model, and quantity.

4. Provide clear photographs showing the damaged areas, the complete product, the original packaging, and the shipping label.

5. Keep the damaged product, packaging materials, and accessories until our team provides further instructions.

Once we receive your information, our team will review the damage and determine an appropriate resolution.

Where necessary, Simprolos will coordinate with the shipping carrier to investigate the damage or arrange an inspection.

Please do not return or dispose of the damaged product before contacting us, unless keeping it would create a safety risk.

2. Obvious Shipping Damage

Obvious shipping damage refers to damage that is clearly visible when your shipment arrives, such as crushed cartons, broken packaging, or other visible signs of mishandling during transportation.

If your shipment arrives with visible damage, we recommend the following steps:

1. Inspect the package: If it is safe and practical to do so, accept the delivery and inspect the contents as soon as possible.

2. Take photographs: Document the condition of the outer carton, damaged areas, shipping label, protective materials, and the product itself.

3. Record visible damage: If the delivery carrier provides a receipt or electronic signature option, note any visible damage where possible.

4. Contact Simprolos: Email info@simprolos.com with your order number, photographs, and a brief description of the damage.

5. Keep the packaging: Retain the original box, protective materials, and damaged components until you receive instructions from our team.

If a package is severely damaged or unsafe to handle, please prioritize your safety and contact us for assistance.

You are not required to arrange a shipping damage claim directly with the carrier. Our team will assist with the necessary investigation.

3. How We Resolve Damaged Item Issues

Once the damage has been verified, our Customer Support Team will evaluate the circumstances and provide an appropriate solution.

Depending on the nature and extent of the damage, available solutions may include:

Free Replacement Parts

If only a specific component is damaged, such as a glass shade, lampshade, mounting bracket, or other accessory, we may arrange a replacement part at no additional cost.

Free Product Replacement

If the damage significantly affects the product's appearance, function, or safety, we may arrange a replacement fixture free of charge.

Refund

Where appropriate, we may provide a full refund to the original payment method, in accordance with our Return & Refund Policy and applicable consumer protection laws.

Alternative Resolution

In certain circumstances, we may offer an alternative solution, such as a partial refund if you prefer to keep a product with minor cosmetic damage. Any such arrangement is voluntary and will be discussed with you before proceeding.

Our goal is to provide a fair, practical, and convenient solution while minimizing inconvenience.

4. Returning a Damaged Product

Please contact our Customer Support Team before returning any damaged item so we can provide the correct return instructions and, where applicable, a Return Merchandise Authorization (RMA).

For verified shipping damage or product defects, Simprolos will cover the necessary return shipping costs when a return is required.

In some cases, returning a damaged product may not be necessary. Our team may authorize you to retain or safely dispose of the damaged item after the claim has been reviewed.

Please do not send damaged products back without receiving the appropriate return instructions.

5. Important Information About Installation

For your safety, please do not install, connect to power, or use any lighting fixture that appears damaged, has exposed electrical components, or contains broken glass.

We recommend inspecting all lighting fixtures and accessories immediately after delivery, before scheduling professional installation.

To the extent permitted by applicable law, Simprolos does not cover additional installation labor charges, electrician fees, or project delays resulting from shipping damage. This does not limit any rights or remedies available under applicable consumer protection laws.

6. Contact Our Customer Support Team

If your order has arrived damaged, we are here to help.

Email: info@simprolos.com

Phone: +1 (800) 928-5893

Customer Support Hours: Monday–Friday, 9:00 AM–6:00 PM EST, excluding U.S. public holidays.

Please include your order number, a description of the problem, and relevant photographs so our team can assist you efficiently.

For more information about returns, exchanges, and refunds, please refer to our Return & Refund Policy.

At Simprolos, your satisfaction matters to us. We are committed to making every reasonable effort to resolve shipping damage issues fairly and professionally.

Simprolos Customer Support Team

Website: www.simprolos.com

Email: info@simprolos.com