This policy explains returns, cancellations and refunds for orders placed on xinyuelight.com. It does not affect any statutory rights you have under the consumer law of your country of residence.
Standard stock items
Unused standard items in their original packaging may be returned within 30 days of delivery. Contact service@xy-lighting.com before returning anything so that we can issue a return authorisation and advise on the correct carrier. Items returned without authorisation may be refused.
Refunds are issued to the original payment method within 5 business days of the returned goods passing inspection. Return shipping costs are the customer’s responsibility unless the item arrived damaged or we shipped the wrong item.
Made-to-order, custom and oversized items
Made-to-order, custom-configured and oversized fixtures are produced specifically for your order. These items cannot be returned or cancelled once production has started, except where the item is faulty or does not match the agreed specification. If you are unsure whether an item falls into this category, please ask us before ordering.
Cancellations
- Standard items — you may cancel free of charge at any time before dispatch.
- Made-to-order items — you may cancel free of charge within 48 hours of placing the order, or before production begins, whichever comes first.
Damaged, defective or incorrect items
Please inspect your delivery on arrival and report any damage, shortage or incorrect item within 7 days of delivery, with photographs of the packaging and the item. We will arrange a replacement part, a replacement fixture or a full refund, and we will cover the return shipping cost. Glass and alabaster components are brittle by nature: report any breakage in transit and we will replace the affected component at no charge.
Warranty
All fixtures carry a 2-year limited warranty against manufacturing defects in materials and workmanship, covering the frame, finish and electrical components. Consumable parts such as bulbs and fuses are excluded, as are damage from incorrect installation, incorrect supply voltage, modification, or use in unsuitable environments, and normal colour shift of natural materials such as alabaster and brass patina.
Voltage and compatibility
It is the customer’s responsibility to select the voltage variant that matches their supply and to ensure the fixture is installed by a suitably qualified electrician. Fixtures damaged by installation at the wrong voltage are not covered.
Trade programme orders
Trade programme orders are governed by the Trade Programme Terms in addition to this policy. Trade orders are made to order and are not cancelable once production has begun.
Contact
XY Lighting Co., Limited
Unit 000, 00/F, Example Industrial Building, Kowloon, Hong Kong
Email: service@xy-lighting.com
Telephone: +852 0000 0000
Last updated: October 14, 2026