Refund policy

At ULURU Lighting, most of our pieces are meticulously handmade and produced to order. As a result, our return process operates differently from mass-produced retail items. Please review the details below to understand how returns are handled for custom and oversized lighting products.

1. Return Window

You may request a return within 15 days of receiving your item.

2. Eligibility for Return

To qualify for a return, the item must be:
• In its original condition (unused, uninstalled, undamaged)
• In its original packaging
• Returned with all included accessories
• Accompanied by proof of purchase

3. Custom-Made & Made-to-Order Items

Many of our products are handmade to order, tailored specifically for each customer.
For these items:

  • Change-of-mind returns are accepted by exception only, and are not eligible for a full refund.

  • A restocking fee applies due to the labour, materials, and handling involved in custom fabrication.

  • Return shipping is the responsibility of the customer, unless the item is confirmed to be faulty or damaged in transit.

  • Custom products cannot be resold as new, therefore refunds for non-faulty custom items are partial only.

This ensures transparency while reflecting the nature of specialty handcrafted products.

4. Return Shipping Costs (Oversized / Bulky Items)

Oversized, fragile or bulky lighting requires special handling.

  • Return freight costs for non-faulty bulky items must be covered by the customer.

  • If requested, we can provide a pass-through shipping quote from our freight partners.

  • Items returned without prior authorization will not be accepted.

This policy aligns with standard practices across the lighting and furniture industry.

5. Defective, Incorrect or Damaged Items

If your order arrives damaged or incorrect, please notify us immediately with photos or video so we can assess the issue.
Once confirmed:

  • Return shipping will be covered by ULURU Lighting

  • We will arrange either a replacement or full refund, depending on your preference

6. Restocking Fees

A 20–30% restocking fee applies to:

  • Custom-made items returned due to change of mind

  • Orders with specially imported components

  • Cancelled orders after production has commenced

The exact restocking fee depends on the level of customization.

7. Items Not Eligible for Return

• Custom or made-to-order pieces that are installed, used, or damaged
• Discounted, sale, or promotional code purchases
• Items returned without authorization
• Products modified by a third party

8. How to Initiate a Return

To request a return, please contact our support team first at contact@ulurulighting.com.
We will provide:

  • A return authorization (RMA)

  • Approved return address

  • Return instructions

  • Optional freight quote (if needed)

Refunds are issued to the original payment method within 5–7 business days after inspection.