Return and Refund Policy
We offer our customers a satisfactory shopping experience, so we provide two types of return services: returns for quality issues and returns for customer remorse (no quality issues). Returns for quality issues are accepted within 30 natural days of the customer receiving the product; returns for customer remorse are also accepted within 30 natural days of receipt. For products purchased on our platform (excluding bulbs), we provide a 3-year warranty.
Return Conditions
If the return is caused by customer remorse (no quality issues), the customer shall be responsible for the shipping fee. The specific fee shall be based on the express company you choose.
If the return is due to our reasons (e.g., the goods received are damaged or incorrect), the customer is not required to bear the shipping fee.
Kindly Note
1. We offer free 30-day returns for quality problems (no shipping fee or other additional fees for the customer).
2. For returns due to customer remorse (no quality issues), you need to pay for the logistics costs (return shipping fee) and the product restocking fee (the restocking fee is calculated based on 10% of the product original price).
3. Any damage to the product due to quality issues after receipt will be replaced free of charge.
We Do Not Support Free Returns or Exchanges in the Following Cases
1. More than 30 natural days after receiving the product.
2. Returns for customer remorse where the product has been installed, used, or is not in its original condition (including packaging).
3. The bulb is a free gift from us and is not included in the free return service.
You Only Need to Do Three Steps to Complete the Return Process
1. Process the Return
Before you initiate a return, please contact our customer service (casailighting@gmail.com) and explain the reason (attach pictures and videos if necessary). Once the request is approved, our customer service will provide you with return information (including address, phone number and recipient information). Note: Please do not send the product directly to our shipping address; we will not process the refund if this occurs.
2. Packaging
Please ensure the product is in its original condition, unused, undamaged, and in its original packaging. Please seal all parts of the returned items completely in their original packaging, including all original packaging materials.
3. Shipping
Prior to shipping, please take photographs of the inside and outside of the package as a record to prove the product is in its original condition. We strongly recommend that you use an insured, traceable shipping method to return your items. You are free to choose the shipping company to ship the product back to us. (You must pay the shipping costs in advance; if the return is due to quality issues, we will refund your shipping costs). If you choose to request a signature upon delivery, please ensure the shipping company allows us to sign the back of the notice so they can reship the product without any problems.
Once shipped, please take a photo of the receipt and tracking number (if the product is damaged, be sure to attach details of the breakage) and send it to us at casailighting@gmail.com.
Refund Processing
Once the product is received, we will inspect its condition (unused, undamaged, and in original packaging). When we confirm the product has the stated quality issue, we will issue a full refund within 10 business days. For returns due to customer remorse (no quality issues), we will refund the original price of the product after deducting the return shipping costs and restocking fee (refund amount = purchase price - return shipping costs - restocking fee). Once the return and refund are completed, we will send you a confirmation email.
We will issue the refund through the same payment channel you used. If you paid via PayPal, the refund will also be processed via PayPal, and you will receive it within approximately 1-2 business days. If you paid with a debit or Visa card, the refund will take 7-10 business days and will be credited back to the same card. If you want to receive the refund quickly, you can contact your local banking service.
Contact Us
Email: casailighting@gmail.com
Tel: +86 15889209193
Office hours: Edt Mon-Sun: 8:00am-6:00pm
Cancellation of Orders
We understand that you may want to cancel or modify your order for some reason. We can help you cancel your order within 24 hours of order initiation, but cancellation is not allowed if the goods have already been delivered to logistics. If you do not like the goods, you can initiate a return request after receipt (subject to the above return rules, and you will need to cover the return shipping costs and restocking fee).
Exchange of Goods
An exchange is equivalent to returning the original goods and repurchasing the desired product, subject to the above return rules.
Return of Goods
We must receive the returned products before we can issue any refunds. If we do not receive the product for any reason (e.g., the customer refuses to send the product back, or refuses to accept the package leading to the shipping agent destroying it), we will not be able to issue a refund.
Defective or Damaged Products
As long as you notify us within 48 hours of receiving the shipment, we will replace damaged parts in transit free of charge. If the damage is severe, we will replace the entire product free of charge. For details, please refer to the return process above.
Updated on 22nd, April, 2026
Best Regards
