Refund policy
Returns & refunds
Last updated: October 13, 2026
1. Return window
You can request a return within 60 days of delivery, subject to the conditions below. Sale prices, promotions and ordering multiple identical lights do not, by themselves, make a purchase non-returnable.
For a change-of-mind return, the light must be unused and uninstalled, without alterations or wear. Return it in its original packaging with all supplied parts and accessories, and include proof of purchase.
2. Damage, faults or an incorrect delivery
Check your parcel and light upon arrival. Please report damage, a fault or the wrong item to support@ecoillumix.com as soon as possible and within 72 hours of delivery. Include your order number and clear photos of the affected part, the inside and outside of the packaging, and the parcel label.
Early notice and photos help us investigate with the carrier. Reports made long after delivery, or without photos supporting the reported issue, may not qualify for a full replacement or refund under our voluntary resolution process.
3. Request a return
Email support@ecoillumix.com with your order number, the product and quantity, and your reason for returning it. For damage, faults or an incorrect item, include the photos described above.
Contact us before posting a return. We will confirm the instructions, complete return address and recipient details so that we can identify and receive your parcel.
4. Return shipping costs
| Reason | Who pays for return shipping? | Resolution |
|---|---|---|
| Confirmed damage, fault or wrong item | Ecoillumix covers the cost of return shipping and sending replacement parts | We assess the issue with you and arrange an appropriate refund, repair, replacement parts or replacement light |
| Change of mind, size or style preference | The customer arranges and pays for return shipping | The returned item is checked before an eligible product refund is issued |
Important — Please read before purchasing
Our lights ship from China. For a non-quality-related return, you pay for international shipping back to our return location. Typical costs range from USD 80 to USD 200 or more, depending on the parcel and where you send it from. Large lights may cost more to return than their purchase price.
Before buying, contact us if you need help checking dimensions, finish, colour or suitability for your room. Special non-standard customisations have different return conditions, described below.
5. Special customisations and personalised products
A special customisation means a non-standard change that you specifically request and we agree to produce outside the choices listed on the product page. Examples include an individually requested cable or suspension length, a special paint or finish, unusual dimensions, or an electrical modification outside the listed specifications.
These genuinely customised or personalised items cannot be returned for a change of mind, a design preference or an error in the specifications you supplied. Once production has begun, such an order cannot be cancelled. Please agree all details with us before production.
Choosing a listed size, colour, finish or voltage, or our starting production after you order, does not make an otherwise standard light a special customisation. Standard, promotional and bulk purchases remain subject to our 60-day return policy.
Exceptions: if we supply a damaged, faulty or incorrect item, or another problem is caused by us, we accept a return as needed to resolve the issue, including for a specially customised product. Contact us so that we can arrange an appropriate remedy.
6. Return location
Returns are handled in Zhongshan, Guangdong Province, China. The full street address and recipient information are provided by email when your return is approved. Our Hong Kong registered office is not a return warehouse.
Please contact us before shipping anything back. A parcel sent without prior authorisation, or to an address not specified in our email, may be refused, delayed or unable to qualify for a refund under our voluntary return policy. Applicable statutory rights are not affected.
7. Order cancellation
Within 48 hours of placing your order, you may cancel free of charge if production and fulfilment have not started. Email us with your order number as soon as possible.
For a standard item, if production has started, or your request is made after 48 hours but before dispatch, we will check whether cancellation is still possible. Reasonable production, handling or logistics costs actually incurred may be deducted from the refund. We will notify you of any actual costs before deducting them.
Special customisations cannot be cancelled once production has begun. Once any order has been handed to the carrier, please contact us for help and follow the applicable return process after delivery. These cancellation conditions do not override any legal right to cancel without deductions.
Refused delivery or cancellation after dispatch
If you refuse delivery or request cancellation after dispatch, the outbound shipping and return-to-origin costs actually incurred may be deducted from an eligible refund. We will notify you of the actual costs before any deduction. Please contact us to discuss any concerns before refusing a delivery.
8. Purchases that do not qualify for a change-of-mind return
- Expedited shipping charges, once the courier service has been provided, subject to applicable consumer rights.
- Items clearly marked Clearance or Final sale before purchase, for change-of-mind returns only. Ordinary promotional prices do not remove the 60-day return offer.
- Genuinely customised or personalised items described in section 5.
- Requests made after the voluntary 60-day return window.
- Lights that have been used, installed, wired, altered, damaged after delivery or returned with essential parts missing.
- Returns sent without prior arrangement or to an address we did not provide, as described in section 6.
9. Refund processing
Once the return reaches the address we provided, inspection normally takes 3–5 business days. After approval, we issue the refund to the original payment method within 7–14 business days and email you confirmation. Your bank or payment provider may need a further 3–10 business days to display the funds.
Contact us if your refund has not appeared after the applicable timeframe.
10. Regional consumer rights
European Union
Where EU consumer rules apply, you normally have 14 days after delivery to notify us that you wish to withdraw from an online purchase without giving a reason. Our voluntary return window extends to 60 days for eligible items. For legal withdrawal, return the goods within 14 days of your notice. The item must be uninstalled and in its original condition. Statutory withdrawal rights allow inspection and are subject to applicable rules on any loss in value.
The customer is responsible for return shipping costs.
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 60 days.
Other destinations
Mandatory consumer rights take priority over this policy, including rights for faulty goods, legal withdrawal, refund deadlines and any delivery charges that must be refunded. The 72-hour reporting request, return-condition requirements, final-sale exclusions and refusal-of-delivery deductions do not override those rights.
11. Product appearance and dimensions
- Screen settings, photography and lighting can change how a colour appears. Slight visual differences alone do not indicate a fault.
- Dimensions are measured manually and may vary by ±1–2 cm. Ask us before ordering if an exact fit is important.
- Natural wood can vary in grain, shade and texture from one light to another. Normal material variation is part of its appearance.
These descriptions do not excuse an incorrectly described, incorrectly supplied or faulty product. Any additional remedy offered for a particular case does not change the published policy or remove your statutory rights.
12. Contact us
Email: support@ecoillumix.com
Phone: +852 67565581
Customer service: Monday–Friday, 09:00–18:00, Europe/London (GMT or BST, as applicable).
Mailing Address (business correspondence only — NOT a return address):
Ecoillumix Home Limited
The Cloud, 111 Tung Chau Street, Tai Kok Tsui, Hong Kong