Return Policy

Inspect on delivery

Chandeliers, crystal fixtures and glass shades are fragile and travel long distances. Please open and inspect every carton in the presence of the delivery person, and photograph the packaging before it is discarded.

Any breakage, shortage, or transit damage must be reported within 48 hours of delivery. For crystal chandeliers, imported art glass, and multi tier fixtures, reports must be accompanied by photos of the outer packaging and an uncut video recorded while opening the seal and unpacking the crate. Claims without visual unpacking documentation cannot be honoured by transit insurers.

Claims raised after that window cannot be registered with the transporter or the insurer, and we will not be able to replace the item free of charge.

What can be returned

An unused fixture in its original packaging, with all accessories and the invoice, may be returned or exchanged within 7 days of delivery, subject to inspection at our Chembur showroom and to the manufacturer accepting the return.

Reverse transit and transport charges to bring eligible items back to our Chembur showroom for inspection are borne by the client, unless the return is due to an incorrect dispatch on our part.

What cannot be returned

• Custom fabricated and made to order chandeliers, and any fixture altered to your specification in drop length, finish, colour temperature or size.
• Fixtures ordered specially against your project that a manufacturer does not hold as stock.
• Items that have been installed, wired, drilled or modified at site.
• Bulbs, lamps, drivers, LED strips and other consumables, once the seal is opened.
• Fixtures returned without their original packaging, crystal trimmings or fittings.
• Clearance, display and last piece items, which are sold as seen.

Manufacturer warranty

Fixtures carry the warranty offered by their manufacturer, and the term, the coverage and the remedy are set by that manufacturer, not by us. Warranties typically cover manufacturing defects in drivers, LED modules and finishes, and typically exclude damage from incorrect installation, voltage fluctuation, water ingress, site dust and normal wear.

You do not have to approach the manufacturer yourself. Bring us the invoice and the fixture, and we will register and follow the claim on your behalf. Repairs and replacements are made in the timeframe the manufacturer allows for that product.

How to raise a return or a claim

• Message or call the showroom with your invoice number and photographs of the fixture.
• We confirm whether the item is eligible, and with the manufacturer where a warranty is involved.
• The fixture is brought to or collected from site, packed as it was delivered to you.
• On approval, we issue a replacement, a repair or a GST credit note against the original invoice.

Refunds

Approved refunds are made to the original payment method and are issued with a credit note showing the GST adjustment on the original invoice. Freight, unloading and any installation charges already incurred are not refundable. Refunds are processed once the returned fixture has been received and inspected.