Thank you for shopping at OOLighting! We appreciate that you’re looking to buy the cool stuff we love to build. We also want to make sure you have a rewarding experience while exploring, evaluating, and purchasing our products.
As with any shopping experience, there are terms and conditions that apply to transactions at OOLighting. By placing an order or making a purchase at OOLighting, you agree to the terms set forth below, along with OOLighting’s Shipping Policy, Privacy Policy, and Terms of Use. Please note that OOLighting has a zero-tolerance policy for inappropriate behavior. Any behavior deemed inappropriate toward any OOLighting associates may result in order cancellations, blocked communications, refusal of service, or other actions necessary to ensure the safety, comfort, and respect of all OOLighting associates.
Free shipping
We offer free worldwide shipping on all our products. If you receive a product that is damaged or defective, we will promptly send you replacements free of charge.
Damages and issues
Our team carefully carries out a strict and thorough inspection of each light and packs them securely to ensure their safe arrival at your doorstep. Please inspect your order upon reception and contact us immediately (within one week) if the item is defective, damaged during transit, or incorrect, so that we can evaluate the issue and make it right by replacing the problem parts or the whole fixture based on the situation.
* If there is any manufacturer defect or shipping damage, please contact us within one week of delivery and provide clear photos or videos for verification. Shipping carriers (e.g., UPS, FedEx, DHL) only accept damage claims within one week, so delays may result in you being responsible for any related costs.
* Please note that photos and videos are required for any damage-related return or replacement. It’s also important to confirm the quantity of any missing or damaged parts. Once verified, we will arrange free replacements accordingly. If the quantity cannot be confirmed due to incomplete documentation, additional shipping charges may apply for subsequent replacements.
* For damage or issues to non-refundable products, we offer either a full store credit and arrange UPS pickup of the package, or free replacement parts along with a 15% store credit.
Return
Our 60-day return policy allows you to request a return within 60 days of receipt. The item(s) must be unused, uninstalled, and unassembled, in the original condition as when you received them, and include all components.
To start a return, you can contact us at [email protected] with your order ID. Items sent back without a prior request won’t be accepted. Customers will be responsible for the return shipping costs (including any duties/taxes resulting from the return of the product, if applicable). After your return is approved, please send the item back to the address provided in our return instructions email by the deadline to ensure the authorization and processing of your refund. Once the item is received, a full or partial refund in cash or store credit will be issued upon inspection of the returned item. If the item has been used, is missing parts, or shows signs of wear and tear, then store credit will be issued instead. You can always contact us for any return questions at [email protected].
* Note that returns or exchanges are not accepted for items that have been installed, items no longer in their original packaging. OOLighting reserves the right to refuse returns or exchanges of items that are not in as-new condition due to damage or misuse by the client.
Order cancellation
Customized items are not eligible for cancellation. For non-customized orders or items, if the payment was processed via PayPal, you may cancel the order for free within 24 hours by replying to your order confirmation email. Credit card payments incur a 3% – 6% gateway fee*, depending on whether the transaction is international. After 24 hours, you can still cancel it as long as the products have not been shipped out, but a 12% handling and processing fee and any applicable credit card gateway fees will apply. Once the product is shipped out, the order can not be canceled.
* The credit card company collects this fee once the transaction is successful. Unfortunately, this fee cannot be returned even if we initiate a refund or reversal.
* In some cases, your order has been shipped, but you may not have received a tracking number yet. This can happen because our packages go through large distribution centers where they are measured and processed before a tracking number is assigned. If the cancellation results in additional shipping expenses, such as the cost of retrieving the package, these charges will be deducted from the refund.
Open box items (if applicable)
Please note, at this time, open-box items are only available to customers within the continental United States. Open-box items are an excellent way to shop for items while getting a great deal! Open-box items are typically returned goods by customers, inspected by our warehouse staff team, and then restocked at a considerable discount. No customizations can be made for open-box items. You will still get the warranty when purchasing the open-box items. However, they are final sales and non-refundable. While we do our best to ensure all open-box items are reviewed (functional and in almost-new condition), should you have any issues with your open-box item, please feel free to reach out to our customer care team so we can assist in arranging any replacements if needed. Should you, in any event, want to exchange for a brand new item, you would be responsible for any price difference.
Customized items (if applicable)
The process of customizing the lights requires significant effort and time, as they are tailored specifically for you. As a result, the return does not apply. However, if any defects or issues arise, we will address them quickly and replace the necessary components or the entire light for you.
Refund for non-receipt or unauthorized purchase
If you have not received your package within 65 business days, you may request a full refund by contacting us via email.
For delivery efficiency, our standard shipping does not require a signature upon delivery. If you prefer signature-required delivery, you may request it after placing your order by emailing us at [email protected] with the subject line “Signature Required.” A small service fee of 3–5% of the order total will apply.
Please note that for all orders, the risk of loss transfers to the customer once the carrier marks the package as delivered. We are not responsible for packages that are lost, stolen, or misplaced on the customer’s property after delivery, and such cases are not eligible for a refund.
Please note that Oolighting is not responsible for replacing or refunding any packages that are delivered to an incorrect address provided by the customer, are refused by the customer (including refusal or failure to clear customs, we are not responsible for any customs fees once the items have shipped), are left unattended outdoors and subsequently lost or damaged, or fail to be delivered because no one is available to receive them.
Oolighting will not be responsible for any issues arising from your failure to manage your payment information securely. This includes unauthorized use of your card by others or card loss.
Customers are responsible for providing the correct shipping/billing address, securing their payment information, and monitoring their account activity. If they suspect any unauthorized use of their credit card, they must contact us at [email protected] within 5 days of the transaction with the required documents and evidence. Please note that if the product has already been shipped, we can no longer issue a refund.
Exclusions
Our return policy does not cover Gift Cards, Warranty Purchases, Clearance Sale Items, Accessories Parts, Sample Items, or Shipping Costs. Please note that we do not accept returns for oversized items if the length, height, or diameter is equal to or greater than 80 cm, or if the total price exceeds $1,500. We encourage careful consideration before finalizing your purchase. Our refund policy also does not cover instruments purchased or rented from third parties, electricians hired by the customer, or repairs made by the customer without reporting the issue to us first.
Exchanges
We do not accept exchanges unless they are damaged/broken, if there are damages to the fixtures, please reach out to us, and we will help replace any damaged parts or the fixture based on the situation.
Refund process
We offer refunds to your original payment method or store credit. Upon receipt and inspection of your returned items, we will promptly notify you about the status of your refund. Refunds will be processed within 10-15 business days. In the following circumstances, the original shipping cost, processing fee, and a restocking fee(totaling 35% of the price) will be deducted from the refund*:
1. The return is not due to a fault or error on our part, for example, the customer changed their mind.
2. We offered replacements, for example, for parts accidentally damaged during transit, but the customer changed their mind and chose to return the item instead.
Please note that we can only process a refund after we have received the returned product. This is to ensure that the product is in the condition described by the customer and to verify the legitimacy of the return request. For non-refundable products, store credit will be issued.
* If the return shipping label is provided by us, the return shipping cost will be deducted from the refund. For some lights, the original shipping and restocking fees may be higher than 35% due to their weight and size. In such cases, we will calculate the fees based on the specific circumstances.
Product Information
We strive to ensure all product descriptions and instructions are accurate. However, as we ship to countries worldwide, occasional errors may occur, and we reserve the right to correct them at any time, including after an order is placed. If the specification or instruction is incorrect or missing, please use the version sent by our customer service. Please note that returns are not accepted for this reason, as the correct version is always available upon request.
Some items are handmade or crafted from natural materials, so slight variations or a 1–3 cm difference in measurements may occur—this is not considered a defect. While we aim to display colors as accurately as possible, variations may occur due to different screens or materials. These differences are normal and not considered faults.
Light bulbs and grounding wires are included as complimentary items. If they are missing or not working, they can be easily replaced by an electrician or purchased from stores like Home Depot or Lowe’s at a low cost. Please note that returns are not accepted for issues related to these complimentary parts.
For safety, we do not include electrical materials such as electrical tape, wire nuts, terminals, etc, as these should be selected on-site and provided by a licensed electrician according to your home’s wiring conditions. These items are standard and readily available at hardware stores.
Warranty
Selected fixtures will have warranties when you purchase them. Note that the warranty only covers manufacturing defects and does not cover any normal wear and tear. OOLighting reserves the right to ask for evidence (including photos and/or videos) of the defective parts and replace the parts based on our discretion. Only one incident is covered. Please contact us if you want to purchase an extended warranty. If you purchase our extended warranty, your coverage period will be extended accordingly.
Please kindly note that bulbs included with the product are complimentary and can be replaced with your own bulbs. These bulbs are not covered under our return policy or warranty.