Refund policy

Thank you for shopping at starlightchandeliers.shop.

We want customers to understand their return and refund options before making a purchase.

This Return and Refund Policy applies to eligible products purchased directly from starlightchandeliers.shop.

Our voluntary return policy operates in addition to, and does not replace, any mandatory rights or remedies available under applicable Canadian federal, provincial or territorial consumer-protection law.

30-Day Voluntary Return Policy

Unless a different rule is clearly stated for a particular product, customers may request a voluntary return within 30 calendar days after delivery.

To qualify for a standard change-of-mind return, the product should ordinarily be:

• Unused;
• Uninstalled;
• Unassembled where applicable;
• Undamaged;
• In resalable condition;
• Complete with its original parts and accessories; and
• Returned in its original packaging where reasonably possible.

Proof of purchase may be required.

The 30-day period begins on the date the order is recorded as delivered to the customer or another authorized recipient.

How to Request a Return

Before returning a product, contact:

info@starlightchandeliers.shop

Please include:

• Your order number;
• The product you wish to return;
• The reason for the return; and
• Photographs where the product is damaged, defective, incorrect or otherwise affected by a problem.

We will review the request and provide appropriate return instructions when the return is accepted.

Products should not be sent to an unauthorized address or returned without following the instructions supplied by customer support.

Change-of-Mind Returns

Customers may request a return because they:

• No longer require the product;
• Ordered the wrong size or style;
• Changed their decorating plans;
• Prefer another product; or
• Otherwise changed their mind.

Eligible change-of-mind returns must satisfy the standard return conditions described above.

For change-of-mind returns, the customer is generally responsible for the cost of returning the product unless applicable law requires otherwise or we expressly agree to cover the return cost.

The original standard shipping charge is zero because starlightchandeliers.shop provides free standard shipping.

Installed or Modified Products

Lighting products should be inspected carefully before installation.

Products that have been permanently installed, wired, altered, modified, cut, painted, drilled, damaged through installation or otherwise materially changed after delivery may not qualify for a voluntary change-of-mind return.

This limitation does not apply where mandatory consumer-protection law provides a remedy because a product is defective, unsafe, incorrectly described or otherwise legally non-conforming.

Damaged Products

Customers should inspect orders as soon as reasonably practical after delivery.

If a product arrives damaged, please contact:

info@starlightchandeliers.shop

Provide:

• The order number;
• A description of the damage;
• Photographs showing the damaged product;
• Photographs of the packaging where relevant; and
• Any other information reasonably necessary to assess the problem.

Do not dispose of the product or packaging before receiving instructions where doing so can reasonably be avoided.

After reviewing the claim, an appropriate solution may include:

• Replacement parts;
• Replacement of the product;
• Repair where appropriate;
• A partial refund where agreed;
• A full refund; or
• Another remedy required by applicable law.

Where the product was damaged before or during delivery and a return is required, starlightchandeliers.shop will normally be responsible for reasonable authorized return-shipping costs.

Defective Products

If a product appears defective, customers should stop using it where continued use may be unsafe.

For an electrical product, customers should also disconnect it from use where reasonably safe to do so.

Contact:

info@starlightchandeliers.shop

We may request photographs, videos or other information reasonably required to understand the reported defect.

Nothing in this policy limits legal warranties, consumer guarantees or other mandatory remedies that may apply under Canadian law.

Incorrect Products

If we send a product that is materially different from what the customer ordered, the customer should contact us promptly.

Where an incorrect item was supplied by us, we will provide an appropriate remedy, which may include arranging an authorized return and sending the correct product or issuing a refund.

Customers will not be required to pay reasonable return-shipping costs for a return required solely because we supplied the wrong product.

Missing Parts

Some lighting products contain multiple components.

Customers who believe parts are missing should contact us before returning the entire product.

Where practical, we may resolve the problem by supplying the missing component.

If the issue cannot reasonably be corrected through replacement parts, another appropriate remedy may be offered.

Products Not Eligible for Ordinary Change-of-Mind Returns

Subject always to mandatory consumer rights, the following may be excluded from the voluntary change-of-mind return program:

• Products returned after the 30-day voluntary return period;
• Products damaged through misuse;
• Products damaged through improper installation;
• Products materially modified after delivery;
• Products missing essential components because of the customer's actions;
• Products showing substantial signs of use;
• Products that cannot reasonably be resold because of their condition;
• Personalized or custom-made products where clearly identified as such before purchase; and
• Final-sale products where the final-sale restriction was clearly disclosed before purchase and is legally permitted.

These exclusions do not remove rights that cannot legally be excluded.

Packaging

Lighting fixtures and decorative products can be fragile.

Customers requesting a return should package the item carefully to reduce the risk of damage in transit.

Where original protective packaging remains available, customers are encouraged to use it.

A customer may be responsible for damage caused by inadequate packaging during a voluntary change-of-mind return, to the extent permitted by applicable law.

Return Authorization

Acceptance of a return request does not necessarily constitute final approval of a refund.

Returned products may be inspected after receipt to confirm their condition and eligibility.

If the product satisfies the applicable requirements, the refund will be processed.

If a return does not satisfy the voluntary return conditions, we will communicate with the customer before determining the appropriate resolution.

Refund Method

Approved refunds are generally issued to the original payment method used for the purchase.

If the original payment method is unavailable for technical or legitimate reasons, we may contact the customer regarding another lawful refund method.

Refund processing times can vary depending on the customer's bank, card issuer or payment provider.

Refund Processing Time

After an approved return has been received and reviewed, we aim to initiate the refund within a reasonable period.

Once we have issued the refund, the time required for the funds to appear in the customer's account is controlled partly by the payment provider or financial institution.

Partial Refunds

In appropriate circumstances and subject to applicable law, a partial refund may be offered where:

• A customer chooses to keep a product with a minor issue;
• A non-essential component has an issue;
• A mutually agreed price adjustment reasonably resolves the matter; or
• Another mutually acceptable resolution is appropriate.

A customer is not required to accept a partial refund where mandatory law entitles the customer to another remedy.

Exchanges

Where inventory permits, an eligible product may be exchanged.

Because product availability can change, we cannot guarantee that an identical replacement or alternative product will remain available.

If an exchange cannot be completed, a refund or other appropriate solution may be offered.

Order Cancellations

Customers wishing to cancel an order should contact us as soon as possible:

info@starlightchandeliers.shop

We will make reasonable efforts to accommodate cancellation requests before an order has entered irreversible fulfilment or shipment.

Once an order has shipped, it may need to be handled as a return after delivery.

Nothing in this section removes cancellation rights available under applicable law.

Refused Deliveries

Customers should not deliberately refuse delivery as a substitute for following the return process unless customer service has instructed them to do so or applicable law provides otherwise.

Uncoordinated refusal of a shipment can cause delays in tracking, return processing and refunds.

Lost Return Shipments

For customer-arranged change-of-mind returns, customers are encouraged to use a trackable shipping method.

We cannot ordinarily confirm receipt of a return that never reaches the designated return destination.

This does not apply where we arranged the carrier and assumed responsibility for the return shipment.

Chargebacks

Customers are encouraged to contact us first regarding an order problem so that we have an opportunity to investigate and provide an appropriate solution.

This provision does not prevent a customer from exercising lawful rights through a payment provider, financial institution or consumer-protection authority.

Statutory Consumer Rights

This voluntary return policy is not intended to replace statutory rights.

Where applicable federal, provincial or territorial law gives a customer a stronger cancellation, refund, replacement, repair, warranty or other remedy, the mandatory legal right will prevail.

Contact

For all return and refund requests:

Email: info@starlightchandeliers.shop