Refund policy

1. The 30-day return window

Lighting looks different in your own room than it does on a screen. If a piece is not right, you may return it within 30 days of the delivery date, unused and in its original packaging, for a refund or an exchange. You do not need to justify the reason.

The window runs from the date the carrier records delivery, not from the date you open the box. Requests received after 30 days cannot be accepted under this policy, though a manufacturing defect may still be covered for life under our Lifetime Warranty.

2. What we accept

• Unused pieces in original condition, returned within 30 days of delivery.
• Returns complete with the original box, foam, inserts, hardware and any included bulbs.
• Exchanges for a different size, finish or design.
• Anything that arrived damaged, defective or not as described.
• Pieces that were test-fitted but never wired in.

3. What we cannot accept

• Pieces that have been installed, hardwired or modified.
• Custom, made-to-measure and made-to-order pieces once production has started.
• Returns without the original packaging.
• Requests made more than 30 days after delivery.
• Damage caused by installation, accident or misuse.

4. Custom and made-to-order pieces

A bespoke fixture is drawn and built for one room, so it cannot be returned once production begins. This is stated in every custom quote before you approve it, and the drawing, dimensions, finish and electrical specification are confirmed with you in writing beforehand. Custom pieces still carry the same lifetime coverage against manufacturing defects as everything else we sell.

5. Damaged, defective or incorrect on arrival

If a piece arrives damaged, this is not a return — it is ours to fix, at no cost to you.

1. Photograph the outer packaging before you open it, and the fixture itself before you install anything.
2. Do not sign for a freight delivery as clean if the crate is visibly crushed or damaged — note the damage on the carrier's paperwork.
3. Email us at Support@effimel.com within 14 days of delivery with your order number and the photographs.
4. We arrange a replacement piece or the correct parts at no cost. In most cases we do not ask you to ship anything back first.

The same applies if the wrong item was shipped or a component is missing. Because every piece is built to a specification we hold, we can usually order a single bracket, socket or glass shade against it — you do not need to return the whole fixture.

6. How to start a return

1. Email us. Send your order number to Support@effimel.com with a line about what is not working.
2. We send instructions. You receive return instructions and a return address, usually within one business day. For freight items we arrange collection rather than asking you to handle a crate.
3. Pack it as it arrived. Original box, original inserts, all hardware and bulbs. The packaging it came in is the packaging designed to protect it.
4. Refund or exchange. Once the piece arrives and passes inspection we refund the original payment method, or ship the replacement.

Please do not ship a return without contacting us first — unauthorized returns cannot be tracked to your order and may be refused.

7. Who pays shipping

U.S. shipping is free on every order and import duties and tariffs are paid by us before the piece ships, so there is no original shipping or duty charge to deduct from your refund.

For change-of-mind returns we tell you the return shipping amount up front, so nothing unexpected is deducted from your refund. Returns are shipped to the address we send you with your return authorisation. Please do not send anything back before you have that address — a parcel that arrives without one cannot be matched to your order.

8. Refunds

Refunds are issued to the original payment method only. Once your return has arrived and passed inspection, refunds typically post within 5 to 10 business days of that inspection. The exact time it appears on your statement depends on your bank or card issuer.

Sales tax collected at checkout is refunded with the order. If a returned piece arrives used, installed, modified or incomplete, we will contact you with photographs before making any deduction, and you may ask for the piece to be returned to you instead.

9. Exchanges

Exchanges follow the same 30-day window and the same conditions as a return. Tell us the room dimensions and ceiling height and we will recommend the right scale before you send anything back — it is usually a faster answer than a refund and a second order. Any price difference is charged or refunded when the exchange is confirmed.

10. After 30 days: warranty

Every EFFIMEL piece carries a lifetime warranty against defects in materials and workmanship for the original purchaser. That coverage is separate from this policy and has no 30-day limit. Most warranty claims are resolved by shipping you a replacement part at no cost rather than taking the fixture down. Send your order number, a photograph of the whole fixture in place and a close-up of the problem to Support@effimel.com.

11. Contact

Last updated: August 2026