Refund policy

RETURN & REFUND POLICY

At GHARTELUM, your satisfaction is our priority. Due to the specialized production, scale, and nature of our lighting fixtures, we operate under a strict, non-discretionary return policy to ensure the highest quality for all our customers.

1. Made-to-Order & Custom Goods Please be advised that the majority of our catalog—including large-scale chandeliers, oversized fixtures, and bespoke items—is categorized as Made-to-Order. Production for these pieces is initiated specifically upon your request. By completing your purchase, you acknowledge that these items are exempt from standard "change of mind" returns or claims of aesthetic dissatisfaction once they have been delivered in good condition.

2. Eligible Returns We accept returns and will facilitate replacements or refunds only under the following conditions upon arrival:

  • Damaged: The item sustained physical damage during transit.

  • Defective: The item presents internal manufacturing or electrical faults.

  • Incorrect: The item received differs from your original order.

3. Multiple Consignments & The 14-Day Reporting Window For orders containing multiple items that are delivered in staggered shipments, our 14-day return notification period applies individually to each item.

  • The return window commences on the confirmed delivery date of that specific item, not the date of the initial shipment or order placement.

  • Transit Damage Alert: To successfully process courier claims, transit damage must be reported within 48 hours of that specific item's delivery.

4. Mandatory Documentation To initiate a return request, the following evidence must be submitted to our support team within the designated timeframe:

  • Clear, close-up photographs detailing the specific damage or defect.

  • Wide-angle photographs displaying the entire product.

  • Clear photographs of the original shipping label attached to the packaging.

  • A comprehensive written explanation of the issue encountered.

⚠️ Note: Return requests submitted without complete and clear documentation will be automatically declined.

5. Condition of Returned Goods To qualify for a refund or replacement following initial approval, items must adhere to the following standards:

  • Unused & Uninstalled: Items that have been wired, cut, modified, or mounted are strictly ineligible for return.

  • Original Packaging: All items must be returned in their original packaging with all protective materials and components intact.

  • Authorized Transit: Returns must be shipped via our authorized logistics partners following technical review and final approval.

6. Processing & Refunds Once your returned item is received and meticulously inspected by our Quality Control team:

  • Approved returns will be refunded to your original payment method.

  • Shipping & Fees: GHARTELUM covers all return shipping costs for verified defective, damaged, or incorrect items. For any exceptional returns approved strictly at our discretion, the customer assumes responsibility for all return shipping costs alongside a standard 15% restocking fee.

Thank you for choosing GHARTELUM.