Returns & Refund Policy

At 3dcorlights, every pendant light is handcrafted to order. We take great care in the design, production, and packaging of each piece. If something isn’t right with your order, we’re here to help — please read this policy carefully so we can resolve any issue as smoothly as possible.

1. RETURNS

1.1 Return window

You may request a return within 21 days of the date your order was delivered. Requests made after this period will not be accepted. To initiate a return, please contact us at contact@3dcorlights.com before sending anything back. Returns sent without prior authorisation may not be processed.

1.2 Eligibility conditions

To be eligible for a return, your item must meet all of the following conditions:

The item is unused and in its original condition — no signs of installation, assembly, or use.
All original components and accessories are included (bulb holder, fixings, cord, etc.).
The item is securely repackaged in its original packaging or equivalent protective packaging.
You have contacted us and received a return authorisation before shipping the item back.

1.3 Non-returnable items

The following cannot be returned:

Items that have been installed, used, or show signs of handling beyond inspection.
Items returned outside the 21-day window.
Items returned without prior authorisation.
Custom or personalised orders made to specific customer requirements.
Items damaged due to improper installation, misuse, or failure to follow product guidelines.

2. REFUNDS

2.1 Refund amount

Refunds are issued for the product price paid at checkout, subject to the following deductions:

Original shipping cost — even where shipping was displayed as free at checkout, the actual cost of shipping your order to you will be deducted from your refund. This reflects the real cost incurred to fulfil your delivery.
15% order handling fee — a fee of 15% of your order total is deducted to cover order processing, packaging materials, preparation, and associated fulfilment costs.

Example: if your order total was €100 and the actual shipping cost was €12, your refund would be €100 − €12 − €15 (15% handling) = €73.

2.2 Condition on receipt

Refunds are only issued once we have received and inspected the returned item. The item must arrive in the condition described in Section 1.2. If the item is returned damaged, used, or inadequately packaged and arrives in a deteriorated condition, we reserve the right to reduce the refund amount or decline it entirely, depending on the extent of the damage.

We strongly recommend using a tracked shipping service and adequate protective packaging when returning items, as we cannot be held responsible for items lost or damaged in return transit.

2.3 Return shipping costs

Return shipping is at the customer’s expense, except in cases where the item is confirmed as faulty or was sent incorrectly by us (see Section 3).

2.4 Refund processing

Once we have received and inspected your return, we will notify you of the outcome by email. Approved refunds are processed to your original payment method within 10 business days. Please note that your bank or payment provider may take additional time to reflect the refund in your account.

3. DAMAGED OR FAULTY ITEMS

⚠️ IMPORTANT — PLEASE READ BEFORE DISCARDING ANY PACKAGING

Occasionally, despite careful packaging on our end, parcels can arrive damaged in transit. This is rare, but it does happen. If your order arrives with visible damage to the box or the item itself, please do not throw away the box, packaging, or any labels — even if the outer packaging looks severely crushed or torn.

3.1 What to do if your item arrives damaged

Please follow these steps carefully, as we are unable to process a damage claim without this documentation:

Do not discard the outer box, inner packaging, wrapping materials, or any shipping labels.
Take clear, detailed photographs of: the damaged item itself, the outer box (all sides, including the bottom), the inner packaging as it was when you opened it, and all visible shipping labels.
Contact us at contact@3dcorlights.com within 72 hours of delivery, attaching all photos and your order number.

We will use this documentation to file a compensation claim with the courier. Once the claim is reviewed and approved, we will send you a replacement item at no additional cost.

3.2 Why this process is necessary

We understand this may feel like extra steps when you’re already disappointed. Unfortunately, without photographic evidence of the damage and intact packaging with shipping labels, couriers will not approve a claim — which means we have no way to recover the cost of sending a replacement. We truly appreciate your cooperation, as it’s the only way we can make it right for you.

Please note: if photos are not provided or the packaging has been discarded, we are unfortunately unable to issue a replacement or refund for transit-damaged items. This is not a decision we take lightly — it is a requirement imposed by courier claims processes.

3.3 Manufacturing defects

If your item develops a fault that is clearly due to a manufacturing defect within 30 days of delivery, please contact us with photos and a description. We will assess the issue and offer a replacement, repair, or refund as appropriate. This does not affect any statutory rights you may have under consumer protection law.

4. WRONG ITEM RECEIVED

If you receive an item that is different from what you ordered, please contact us within 7 days of delivery. We will arrange collection and send the correct item at no additional cost, or offer a full refund if the correct item is unavailable.

5. EXCHANGES

We do not currently offer direct exchanges. If you would like a different item, please return your original order (subject to the conditions above) and place a new order separately. This ensures the item you want is reserved for you while your return is in transit.

6. CANCELLATIONS

Because our products are produced on demand, we begin processing orders promptly after confirmation. Cancellations may be requested within 24 hours of placing your order. After this window, production may already have begun and cancellation cannot be guaranteed. Please contact us immediately.

If cancellation is accepted before production begins, a full refund will be issued. If production has already started, the 15% handling fee will apply.

7. CONTACT US

For all return requests, damage reports, or refund enquiries, please contact us before sending anything back or taking any action.

You can reach us via the Contact page on our website, or simply reply directly to the order confirmation email we sent you when your order was placed.

Please include your order number and a description of your issue in all correspondence. We aim to respond within 2 business days.