Skip to content
Easy returns on eligible orders Experience worry-free shopping with our 60-Day Easy Returns & Exchanges policy.
Easy returns on eligible orders Experience worry-free shopping with our 60-Day Easy Returns & Exchanges policy.

Refund policy

Return & Refund Policy

Last Updated: July 31, 2026

We want you to love your purchase. If something isn’t right, we’re here to help. This Return Policy explains how returns, exchanges, cancellations, and refunds work for purchases made through Simprolos (“Simprolos,” “we,” “us,” or “our”).


1. Quick Summary

Return Window:
Requests must be initiated within 60 days of delivery

Refund Processing Time:
Typically 3–10 business days after the returned item is received and inspected

Restocking Fee (Non-Defective Returns):
A restocking fee may apply based on item condition and handling requirements (see details below)

Restocking Fee Breakdown:

  • 5% — Returned in excellent condition, unused, uninstalled, and in original packaging

  • 15% — Returned without original packaging, missing parts, or showing signs of handling or use

  • Up to 30% (maximum) — Returned in non-resalable condition due to damage, excessive wear, alteration, or missing components

Items returned in a condition outside of the categories above may not be eligible for a refund. In such cases, store credit may be issued based on the condition of the returned item and the original order value, where appropriate and permitted by law.

Eligible Items:
Unused, uninstalled, and returned in original packaging in resalable condition

Support Email:
info@simprolos.com


2. Start a Return or Exchange

Return or exchange requests must be initiated within 60 days of delivery.

To be eligible for return or exchange, items must:

  • Be unused and uninstalled

  • Be returned in their original packaging

  • Include all original parts, accessories, and components

  • Be returned in resalable condition, as determined after inspection

Products may be tested prior to final installation, provided they have not been permanently installed, altered, or damaged and remain in resalable condition.

If you need assistance initiating a return or exchange, please contact info@simprolos.com.


3. Return Shipping Costs

Who pays for return shipping depends on the reason for the return.

Item Arrived Damaged or Defective
Return Shipping: Paid by Simprolos.
Resolution: Full refund, free replacement, free replacement parts, or another approved resolution after verification.

Wrong Item Sent
Return Shipping: Paid by Simprolos.
Resolution: Full refund or free replacement.

Item Not as Described
Return Shipping: Paid by Simprolos.
Resolution: Full refund or free replacement after verification.

Change of Mind or No Longer Needed
Return Shipping: Paid by the customer.
Resolution: Product refund after the returned item is received and inspected.

Does Not Match Room Decor, Size Preference, Finish Preference, Color Preference, or Personal Expectation
Return Shipping: Paid by the customer.
Resolution: Product refund after the returned item is received and inspected.

Incorrect Shipping Address, Refused Delivery, Failed Delivery, or Failure to Pay Applicable Customs Duties
Return Shipping and Related Costs: Paid by the customer.
Resolution: Any eligible refund may be reduced by actual return shipping charges, carrier fees, customs charges, handling costs, and other related costs.

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 made to order and 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

We only have return processing facilities in the United States and China. This means returned products must be shipped to one of our return addresses in the United States or China.

Your RMA confirmation email will provide the correct return address for your order.

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


6. Alternative Resolution for Preference-Based Returns

To help customers avoid the cost and inconvenience of international return shipping, we may offer an optional alternative resolution for preference-based returns.

Keep the Item + Partial Refund
You may keep the fixture and receive a partial refund to your original payment method. The exact refund amount will be confirmed by our support team based on the item, order status, return reason, shipping cost, and circumstances.

This option is entirely voluntary. You may still choose to return the eligible item to the approved return facility for a product refund under this policy. Choosing a partial refund does not waive any statutory consumer rights you may have under applicable law.


7. 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.


8. 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.


9. Refunds

Once your return is received and inspected:

  • If approved, refunds are issued within 3–10 business days

  • Refunds are issued to the original payment method

  • Original shipping fees are non-refundable, unless required by law

Banks and payment providers may require additional time to post the refund.


10. 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.


11. 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.


12. 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: +1 (800) 928-5893
  • 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. Outside of business hours, please email us, and we will respond within 1 business day. We aim to respond to all email inquiries within 24 business hours.

Corporate Identity Simprolos.com is owned and operated by Odyra Studio LLC, a registered business entity committed to transparency and customer service.

Company Name: Odyra Studio LLC
Registered Office: 30 N Gould St Ste R, Sheridan, WY 82801, United States

The registered office is not a retail store, warehouse, or return facility.