Refund policy

Return & Refund Policy

Last Updated: June 18, 2026

At Simprolos, we want you to be fully informed before placing your order. This policy explains your return options, who covers return shipping costs, how refunds are processed, and which items can or cannot be returned. Please read this policy carefully before placing an order.

1. Return Window

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

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

• Uninstalled and unused
• In its original condition
• Returned with all original packaging, accessories, hardware, manuals, tags, and parts
• 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 - Request an RMA First

Please do not ship any item back before contacting us.

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

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

• 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, incomplete, 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. Return Shipping Costs - Who Pays?

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

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

Please do not ship products to any address before receiving RMA instructions. Items sent to the wrong facility may be refused, delayed, returned to sender, or unable to be processed.

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.

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. Damaged, Defective, Incorrect, or Incomplete Items

Please inspect your order as soon as it arrives.

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.

Please 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 refund
• A partial refund
• Another approved resolution

Please keep the original packaging until the issue is resolved, as the carrier may require it for inspection.

8. Exchanges

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

For defective, damaged, incorrect, incomplete, 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, color, or color temperature, the customer is responsible for return shipping costs and any price difference between the original item and the replacement item.

9. Non-Returnable Items

The following items are not eligible for return unless they arrive damaged, defective, incorrect, incomplete, 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, manuals, tags, 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
• Bulk orders of 3 or more identical units, unless there is a verified product defect or issue caused by our error

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

10. Order Cancellation

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

11. Refund Processing Timeline

Once your return arrives at the approved return facility:

• Inspection usually takes 3-5 business days from receipt.
• 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.

12. 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.

13. 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.

14. Contact Us

Simprolos is an online-only lighting retailer operated by Odyra Studio LLC (d/b/a Simprolos).

Legal Entity:
Odyra Studio LLC

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

This registered address is not a retail store, showroom, warehouse, customer service center, or return location.

Operations and Production Coordination:
Area B, Kaiyuan Lighting City
Guzhen Town, Zhongshan City
Guangdong Province, China

For shipping questions, delivery updates, or order support, please contact us:

Simprolos Customer Support:
Email: info@simprolos.com
Phone / WhatsApp: +86 18688144939
Hours: Monday-Friday, 9:00 AM-6:00 PM EST (Excluding U.S. public holidays)

Simprolos does not operate a walk-in retail store. Orders are placed online and fulfilled from the location stated in our Shipping Policy or on the applicable product page.