Refund policy

Return & Refund Policy

This policy outlines the precise procedures and conditions for returns and refunds. Please review it carefully to understand your options and obligations.

1. Policy on Non-Refundable Services and Charges

While we accept returns for products under the conditions outlined below, please be aware that certain services and charges are non-refundable. Specifically, order cancellation fees and any original shipping costs (for 'change of mind' returns) are non-refundable. All items are subject to the return conditions; we do not have a separate category of non-returnable items.

2. How to Request a Return and Refund

To initiate a return, you must take the following steps:

  1. Submit a Request: Send an email to our support team at support@deniselamp.com. Your email must include your order number and a clear explanation of the reason for your return.
  2. Await Confirmation: Our team will review your request. If your return is approved, we will confirm the refund amount you are eligible for.
  3. Receive Return Instructions: We will provide you with the correct return mailing address and specific labeling instructions via email.
  4. Ship the Item: Securely package the item, including a printout of your original order confirmation email inside the box. Ship the package at your own expense (unless the return is due to product defect or damage).
  5. Provide Tracking Information: After shipping the package, you must notify us via email and provide the return tracking number.

3. Applicable Conditions for a Return and Refund

Returns and refunds are applicable in the following two situations:

  • Defective or Damaged Products: If your product has a quality issue, a manufacturer defect, or was damaged during shipping, you are eligible for a free return or exchange.
  • Change of Mind: If you are unsatisfied with your purchase for any other reason, you may return it. To be eligible, the product must be unused, in its original sealed packaging, and in a resalable condition.

4. Timeframe for Accepting Returns

You have 30 days from the date of receipt (as confirmed by your order's tracking number) to submit a return request for your purchase.

5. Refund Processing Time

Once we receive your returned item, we will inspect it and process your return within 3-5 business days. If approved, the refund will be credited to your original method of payment. Please note it may take several additional days for the refund to appear on your bank or credit card statement.

6. Return Shipping Address Instructions

IMPORTANT: Do not ship your return to the original address on the package or our website. The correct return address will be provided to you via email only after your return request has been submitted and approved. The return destination varies based on your specific order, and failure to use the provided address will result in our inability to process your refund.

7. Return and Cancellation Fees

  • Standard Returns: We do not charge a handling or restocking fee for returns.
  • Order Cancellations: Fees are charged for order cancellations based on the timing of the request:
    • Within 24 Hours: No fee.
    • After 24 Hours: A 30% cancellation fee plus material costs will apply.
    • After Shipment: A 50% cancellation fee will be charged.

8. Responsibility for Return Shipping Costs

The party responsible for paying return shipping costs is determined as follows:

  • Customer Responsibility: You (the customer) are responsible for paying all return shipping costs for any return initiated due to a 'change of mind'. For these returns, the original shipping cost will also be deducted from your refund.
  • Our Responsibility: We will cover all return shipping costs for products that are confirmed to be defective, damaged, or incorrect.

9. Contact Information

For any questions or to initiate a return, please contact us using one of the methods below:

  • Email: support@deniselamp.com
  • Phone: (657) 247-9027