Refund policy

Return & Refund Policy

We want you to be fully confident in your Radilum purchase. This policy clearly explains your return options, who covers shipping costs, and which items can or cannot be returned. Please review it carefully before placing your order — placing an order confirms that you have read and agreed to these terms.

Effective: September 11, 2026 · Applies to all orders from Radilum.com

Quick Reference

Return Window
30 days from delivery

Authorization
RA code required

Refund Method
Original payment

Processing Time
1–3 business days after inspection

IMPORTANT — Return Authorization Required: All returns must be pre-authorized. Do NOT ship any item back without first obtaining a Return Authorization (RA) code from our support team. Unauthorized returns will be refused and cannot be refunded. Our business office address and return address are different — only ship to the address provided in your RA email.

1. Return Window

We accept returns and exchanges within 30 days of the confirmed delivery date. To be eligible, items must be:

Uninstalled, unused, unassembled (if applicable), in the same condition as received
Returned in original packaging with all original parts, accessories, hardware, tags, and documentation included
Accompanied by proof of purchase (order number or confirmation email)
Returned with the RA code clearly marked on the outside of the shipping box, and a printed copy of the order confirmation inside

Requests submitted after the 30-day window will not be accepted.

2. Reporting Damage, Defects, or Incorrect Items on Arrival

Please inspect your order as soon as it arrives. If your item arrives damaged, defective, or incorrect, contact us as soon as possible, and no later than 72 hours after delivery. Please include clear photos of:

The damaged, defective, or incorrect area of the product
The original packaging, both outside and inside, showing any signs of transit damage
The shipping label on the outer box

Reporting within this window allows us to file carrier claims and arrange the fastest resolution. Reports submitted significantly after delivery, or without supporting photos, may not qualify for full replacement or refund.

3. How to Initiate a Return

Contact support within 30 days of delivery. Email support@radilum.com or call +1 800-761-1037 with your order number and reason for return. If the item is damaged or incorrect, please attach clear photos (see Section 2).
Receive your Return Authorization (RA) code. Our team will review your request and, if eligible, issue a unique RA code and the specific return address for your order. Requests are typically processed within 1 business day.
Package your item and write the RA code on the outside of the box. Items must be unused, unworn, with all original tags, manuals, parts, and packaging. Include a printed copy of your order confirmation inside the package.
Ship only to the assigned return address. Use a trackable shipping method. Do not ship to any other address. Items sent to the wrong address cannot be retrieved or refunded.
Send us your tracking number. Email your tracking number to support@radilum.com. We will process your return within 1–3 business days of receipt.

4. Return Shipping Costs — Who Pays?

Radilum pays return shipping — eligible for full refund or free replacement

Item arrived damaged or defective due to manufacturing or transit (reported within 72 hours per Section 2)
Wrong item shipped
Item not delivered within 90 days and confirmed lost by the carrier
Package returned to sender (undelivered) through no fault of the customer

Customer pays return shipping — eligible for return

Item does not meet personal expectations (appearance, size, color)
Change of mind or no longer needed
Ordered wrong item or wrong quantity
Product features differed from personal expectations despite accurate listing

Note: In customer-initiated returns, the original shipping fee and any expedited shipping fee are non-refundable. For factory-direct items shipped from our facility, return shipping costs are the customer's responsibility and can be significant (typically $80–$200+ depending on item size and weight, and in some cases higher for oversized fixtures). We strongly recommend contacting us before purchasing if you have any sizing, dimension, or compatibility concerns.

For custom, made-to-order, or personalized items, please see Section 6 — these items are Final Sale and are not eligible for preference-based returns.

5. Return Conditions

Unused, unworn, and unassembled (if applicable), in the same condition as received
All original parts, accessories, and documentation included
Original packaging with all tags attached
Printed copy of order confirmation included inside the package
RA code clearly marked on the outside of the shipping box

6. Custom, Made-to-Order, and Personalized Items — Final Sale

Because they are produced or modified specifically for your order and cannot be resold, custom, made-to-order, and personalized items are Final Sale and are not eligible for return, exchange, or refund for change of mind, buyer's remorse, ordering error, or design preference reasons.

Custom / made-to-order items include, but are not limited to:

Extended or shortened cord, cable, or wire length
Extended or shortened rod, stem, chain, or drop length
Custom paint colors, custom finishes, or bespoke color matching (including Pantone or client-supplied color matching)
Non-standard sizes, dimensions, or configurations
Modified socket type, wattage, voltage, or wiring for a specific market
Any item marked as "Custom," "Made to Order," "Bespoke," or "Special Order" on the product page or at checkout

The only exception to the Final Sale rule is a confirmed manufacturing defect or shipping damage, reported within the window described in Section 2. In such cases we will provide repair, replacement parts, a replacement unit, or another appropriate remedy. A refund is not automatic in these situations, and cannot be requested simply because the custom item is no longer wanted, because the specification was submitted incorrectly by the customer, or because the finished color or dimension appears slightly different from a screen preview, sample photo, or personal expectation.

Because custom orders enter production shortly after payment and cannot be cancelled once production has begun, please confirm every detail — dimensions, cord or rod length, colors, wiring, wattage, quantity — before placing the order. If you are unsure, please contact us before purchasing.

7. Return Facility Location

Radilum fulfills orders directly from our Asia facility. Your confirmed RA email will specify the exact return address and any customs or shipping documentation needed.

Radilum Returns
Asia Fulfillment Center
(Exact address provided upon RA approval)

This location applies to all approved returns, including standard, oversized, and international orders.

Please do not ship to any address before receiving your RA confirmation. Items returned without prior authorization, or to any address not specified in the RA email, may be refused, delayed, or ineligible for refund.

8. Items Not Eligible for Return

Custom, made-to-order, or personalized products (see Section 6)
Orders returned more than 30 days after delivery date
Items that have been used, installed, wired, altered, damaged after delivery, or returned in materially incomplete condition
Items returned without a valid RA code, or shipped to any address other than the assigned return address
Replacement bulbs and other consumable accessories
Expedited shipping fees, once the courier service has been rendered
Bulk orders of 3 or more identical items — unless there is a verified quality defect. For bulk purchases, we recommend ordering a single sample first
Clearance, final-sale, or promotional-price items, unless otherwise stated

For high-value or large project orders, please contact support@radilum.com before purchasing to confirm specifications, lead time, and return eligibility in writing.

9. Order Cancellation

Order Status	Policy
Within 48 hours of confirmation	Free cancellation — full refund issued, provided the order has not yet entered production or fulfillment
Expedited / rush shipping orders	Cancellation may not be possible even within the 48-hour window. Expedited shipping upgrade fees are non-refundable once the order has entered the expedited fulfillment queue
Custom or made-to-order items	Cannot be cancelled once production has begun. See Section 6
After 48 hours, before dispatch	May not be possible — contact support immediately. If approved, reasonable handling, production, and logistics costs may be deducted
Already dispatched (standard shipping)	Cannot be cancelled. Item is in bulk sea freight. You must accept delivery, then follow the return process. A fee of 30%–50% of the order amount will be deducted from your refund
Already dispatched (expedited shipping)	Cannot be cancelled. Item is on a cargo flight. Same 30%–50% cancellation fee applies if you refuse the package

10. Alternative Resolution for Preference Returns

For standard (non-custom) items returned for personal preference, change of mind, or other non-quality-related reasons, the standard resolution is a return to our facility as described in Section 7, with the customer responsible for return shipping as described in Section 4.

In limited cases, and entirely at Radilum's sole discretion, we may offer store credit as a courtesy alternative to a standard return. Any such offer, if made, will be for a portion of the item purchase price (excluding original outbound shipping and any expedited shipping upgrade fees), issued as a single-use code with no cash value, valid for 12 months from issuance, and non-transferable.

Any courtesy alternative offered under this section is:

Not a customer right or entitlement under this policy;
Determined case-by-case based on the product category, order value, shipment origin, and account history;
Not available for custom, made-to-order, personalized, oversized, or clearance items;
Final and non-negotiable in amount and form once offered — declining a courtesy alternative returns the case to the standard return process.

Cash refunds without physical return of the merchandise are not available. Photographs of local disposal, donation, destruction, resale, gifting, or any other disposition of the item do not qualify the customer for a refund of any amount. All refunds require the merchandise to be received in acceptable condition at the return facility we designate.

To inquire about a courtesy alternative, please mention it in your return request email to support@radilum.com. We do not guarantee that any alternative will be offered.

11. Refunds

Once your returned item is received and inspected, we will process your refund within 1–3 business days. The refund will be returned to your original payment method. Please allow an additional 7–14 business days for your bank or card issuer to post the credit.

If you have not received your refund after 14 business days: (1) check your bank account, (2) contact your credit card company, (3) contact your bank, and if still unresolved, (4) contact us at support@radilum.com.

12. European Union — 14-Day Cooling-Off Period

If your order is shipped to an EU address, you have the right to cancel or return within 14 days of delivery for any reason. Items must be unused, unworn, with all original tags and packaging, along with proof of purchase. The RA authorization process above still applies.

13. Exchanges

We do not process direct exchanges. To get the correct item, return your original item following the steps above and place a new order once your refund is issued.

14. Product Disclaimers

Colors may appear slightly different on-screen due to individual monitor and device display settings. Please refer to the actual product upon receipt.
All dimensions are manually measured and may vary by +/- 1–2 cm. This tolerance is within our stated standard and does not constitute a defect.
Any courtesy alternative resolution (including store credit, partial refund, or exchange offer) is made at Radilum's sole discretion and does not create a right, precedent, or entitlement for any current or future order.

15. Contact and Return Address Information

All return inquiries must go through our support team to receive an RA code and the correct return address. Do not ship any return without an RA code.

Email: support@radilum.com
Phone: +1 800-761-1037
Hours: Monday – Friday, 9:00 AM – 5:00 PM EST

Business / Correspondence Office (NOT a return address):
Radilum Inc.
99 Washington Ave, Albany, NY 12203
United States

Return Address — assigned per order (RA code required):
Return addresses are assigned based on your order's fulfillment location and will be provided in your Return Authorization email. Returns sent to any other address — including this office — will not be accepted.

Last updated: September 11, 2026 · Radilum Inc.

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