Return & Refund Policy

Last Updated: June 18, 2026

At Simprolos, we want every customer to feel confident before placing an order. This Return & Refund Policy explains which items are eligible for return, how to start a return, who pays for return shipping, and how refunds are processed.

Quick Summary

• Eligible items may be returned or exchanged within 60 days of delivery.
• Items must be unused, uninstalled, unmodified, and returned in their original packaging.
• Please contact us first to request a Return Merchandise Authorization (RMA) before sending anything back.
• If an item arrives damaged, defective, incorrect, or not as described, Simprolos will cover the return shipping cost or provide a free replacement/resolution.
• For change-of-mind or preference-based returns, the customer is responsible for return shipping costs.
• Refunds are issued to the original payment method after the returned item is received and inspected.

1. Return Window

We accept returns and exchanges for eligible items within 60 days from the confirmed delivery date.

To be eligible for a return, the item must be:

• Unused and uninstalled
• In its original condition
• Returned with all original packaging, accessories, hardware, manuals, and tags
• Free from signs of installation, modification, damage, or wear caused after delivery

Return requests submitted more than 60 days after delivery cannot be accepted unless required by applicable consumer protection law.

2. How to Start a Return

Please do not send any item back before contacting us.

All returns require a Return Merchandise Authorization (RMA) issued by our support team. Returns sent without an RMA may be delayed, refused, or unable to be processed.

To request a return, email us at:

info@simprolos.com

Please include:

• Your order number
• The item or items you wish to return
• The reason for the return
• Photos of the item and packaging, if the item arrived damaged, defective, incorrect, or not as described

Our support team will respond within 1 business day with return instructions, your RMA number, and the correct return address for your order.

3. Who Pays for Return Shipping?

Return shipping responsibility depends on the reason for the return.

Original shipping fees, expedited shipping fees, customs duties, taxes, and other shipping-related charges are non-refundable unless the return is caused by our error or a verified product issue.

4. Important Note About International Return Shipping

Many Simprolos lighting fixtures are shipped from our manufacturing facility in Zhongshan, Guangdong, China. For preference-based returns of these items, the customer may be required to return the item to our China return facility.

International return shipping costs can be high, especially for oversized chandeliers, fragile lighting fixtures, and heavy packages. Depending on the item size, weight, and destination country, return shipping may typically range from USD $80 to USD $200+, and in some cases may exceed this range.

Before placing an order, we strongly recommend contacting us if you have any questions about size, finish, color, installation, voltage compatibility, or whether the fixture is suitable for your space. We are happy to provide additional photos, measurements, finish details, and product guidance before purchase.

5. Return Addresses

The correct return address depends on where your order was fulfilled from and the type of product purchased. Your RMA confirmation email will provide the correct return address.

Please do not ship products to any address before receiving RMA instructions.

U.S. Return Address

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

This address applies only to eligible items originally fulfilled from our U.S. warehouse or specifically approved by our support team.

China Return Facility

For made-to-order, oversized, or internationally fulfilled lighting fixtures, the return address may be our China return facility in Zhongshan, Guangdong, China. The full return address will be confirmed in your RMA email.

Items sent to the wrong facility may be refused, delayed, or returned to sender.

6. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your item arrives damaged, defective, incomplete, incorrect, or not as described, please contact us at info@simprolos.com as soon as possible, preferably within 7 days of delivery, and include:

• Your order number
• Photos or videos of the issue
• Photos of the packaging and shipping label
• A brief description of the problem

After verification, we will provide an appropriate resolution at our cost. Depending on the situation, this may include:

• Free replacement parts
• A free replacement item
• A prepaid return label
• A full or partial refund

This section does not limit any statutory rights you may have under applicable consumer protection laws.

7. Exchanges

We accept exchanges for eligible items within the 60-day return window.

For defective, damaged, incorrect, or not-as-described items, Simprolos will cover the shipping cost for the approved exchange.

For preference-based exchanges, such as changing size, finish, style, or color temperature, the customer is responsible for return shipping costs and any price difference between the original and replacement item.

8. Non-Returnable Items

The following items are not eligible for return unless they arrive damaged, defective, incorrect, or not as described:

• Fully customized or made-to-specification products, including products made with custom dimensions, custom finishes, custom colors, custom configurations, or other personalized specifications requested by the customer
• Items clearly marked as “Custom Order” before checkout
• Items that have been installed, used, modified, damaged after delivery, or altered in any way
• Items missing original packaging, accessories, hardware, or parts
• Items returned without an approved RMA
• Items returned after the 60-day return window
• Expedited shipping fees, once the carrier service has been booked or used

Standard made-to-order products are not automatically considered customized unless they were produced with customer-requested custom specifications.

9. Order Cancellations

Within 24 Hours of Purchase

You may cancel your order free of charge within 24 hours of purchase, provided the order has not entered production or been dispatched.

To request cancellation, email info@simprolos.com with your order number.

After 24 Hours but Before Shipment

If production has already started but the item has not shipped, cancellation may still be possible. A production fee of up to 20% may apply if materials have already been cut, ordered, finished, or assembly has started. Any applicable fee will be confirmed before the cancellation is processed.

After Shipment

Once an order has been handed to the carrier, loaded for freight shipment, or dispatched from our facility, it can no longer be canceled. After delivery, you may request a return under this policy if the item is eligible.

Refused Delivery

If you refuse delivery without contacting us first, or if a package is returned because of an incorrect address, failed delivery, or unpaid customs duties, the refund may be reduced by actual return shipping charges, carrier fees, customs charges, and handling costs.

10. Refund Processing Timeline

Once your return arrives at the approved return facility:

• Inspection usually takes 3–5 business days
• Approved refunds are issued within 7 business days after inspection
• Refunds are issued to the original payment method used for the purchase

After we issue the refund, your bank, credit card provider, or payment provider may take an additional 3–10 business days to post the funds to your account.

We will send you an email confirmation once your refund has been processed.

11. Product Notes and Normal Variations

The following are normal and are not considered product defects:

• Slight color differences caused by lighting, photography, or screen settings
• Manual measurement differences of approximately ±1–2 cm
• Natural variations in materials such as alabaster, travertine, marble, wood, rattan, glass, or handmade finishes
• Minor differences between handmade or artisan-finished products

These variations are part of the character of handmade and natural-material lighting products.

12. Regional Consumer Rights

This policy does not limit any rights you may have under applicable consumer protection laws.

For customers in the European Union, United Kingdom, or other jurisdictions with statutory cancellation or withdrawal rights, those statutory rights remain fully applicable. Where local law provides greater rights than this policy, local law will apply.

13. Contact Us

For return requests, refund questions, or product support, please contact us:

Simprolos Customer Support
Email: info@simprolos.com
Phone / WhatsApp: +86 18688144939
Business Hours: Monday – Friday, 9:00 AM – 6:00 PM EST

Odyra Studio LLC d/b/a Simprolos
Registered Office:
30 N Gould St Ste R
Sheridan, WY 82801
United States

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

Manufacturing / Production Office:
Zhongshan City, Guangdong Province, China