Custom orders and modified fixtures are reviewed differently from standard, unmodified products. This may include extended drop lengths, adjusted suspension hardware, sloped ceiling adaptations, finish-related requests, multi-fixture project requirements, or other fixture-specific changes approved before production.

Because these orders are prepared around the confirmed project details, room conditions, ceiling requirements, or requested configuration, they are not treated as standard ready-to-ship inventory. Once a custom or modified order has entered production, it may not be eligible for standard returns, exchanges, or cancellation in the same way as an unmodified fixture.

This policy helps ensure that custom-built components, project-specific dimensions, and approved modifications are handled accurately and responsibly. Before production begins, we recommend reviewing the fixture size, drop length, ceiling type, finish direction, quantity, and installation requirements carefully.

Custom or modified fixtures are still subject to review if there is a verified product issue, missing component, transit-related concern, or warranty-related defect. If a problem occurs, please contact us with your order number, photos, and a clear description of the issue so we can review the situation based on the order record and product condition.

For details, please see our Custom Order Terms.

We recommend inspecting all lighting fixtures within 48 hours of delivery whenever possible. This is especially important for orders that include glass shades, crystal details, metal finishes, multi-part hardware, or fixtures scheduled for contractor or electrician installation.

Although our packaging is designed to reduce transit-related risk, some issues may not be visible from the outside of the box. Early inspection helps identify concealed damage, missing parts, incorrect components, or packaging concerns before the fixture is moved to the installation area or scheduled for electrical work.

When your order arrives, please keep the outer box, interior packaging, shipping label, protective foam, hardware bags, and all included components until the fixture has been fully reviewed. If you notice visible box damage, take photos before opening the package. If you find damage or missing parts after opening, take clear photos of the fixture, affected components, packaging, and order label.

Submitting these details early allows us to review the issue more accurately and helps us determine the next appropriate step, such as replacement parts, component review, carrier follow-up, or further order support. This can be especially helpful when your installation is tied to a renovation schedule or contractor visit.

Please follow our Receiving & Inspection Guidelines to report a delivery or product issue after arrival.

If a fixture arrives damaged or with missing components, you should not have to navigate an unclear or overly complicated process. Lighting shipments can involve glass shades, metal finishes, canopies, rods, chains, mounting hardware, and other delicate parts, so we review delivery issues based on the order details, photos, packaging condition, and the affected component.

If you notice transit-related damage, missing parts, or a packaging concern after delivery, please contact us as soon as possible with your order number and clear photos of the issue. Helpful photos include the outer box, shipping label, interior packaging, damaged area, missing component area, and the full fixture when possible.

Once the information is received, we will review the claim and determine the appropriate next step. Depending on the situation, this may include replacement parts, component support, carrier follow-up, or further order assistance. For verified eligible issues, we will work to provide a practical resolution without requiring you to restart the entire return process unnecessarily.

We recommend reporting any damage or missing components before installation is scheduled, especially if an electrician, contractor, or renovation timeline is involved. Early reporting helps us review the issue more accurately and may reduce delays in preparing the fixture for use.

Approved standard returns are handled through our U.S. return processing location after the return request has been reviewed and authorized. Before sending any fixture back, please contact us with your order number, product details, and photos so we can confirm whether the item meets the return conditions.

For returns based on room fit, design preference, finish choice, scale, or other non-defective reasons, the customer is responsible for arranging secure return shipping and ensuring the fixture is packed properly for transit. Lighting products often include glass shades, metal finishes, mounting hardware, and fragile components, so all original packaging should be used whenever possible.

Returned fixtures must arrive unused, uninstalled, undamaged, complete, and in their original packaging. Once the return is received, the item will be inspected based on its condition, components, packaging, and order record. If the return is approved after inspection, the refund will be issued to the original payment method according to our return policy.

We recommend keeping the return tracking information until the return has been received and reviewed. Returns that arrive damaged, incomplete, installed, altered, or without proper packaging may affect refund eligibility.

You can Initiate a Return Request through our return process.