Refund policy
Return & Refund Policy
We want you to be fully informed before placing your order. This policy clearly explains your return options, who covers shipping costs, and which items can or cannot be returned. Please read carefully — by placing an order, you acknowledge the terms below.
Last Updated: May 21, 2026
1. Return Window
We accept returns and exchanges within 60 days of the confirmed delivery date. Items must be:
- Uninstalled and unused
- In original packaging with all original accessories, hardware, and tags included
- Free of any signs of installation, modification, or wear
Requests submitted after 60 days from the delivery date cannot be accepted.
2. How to Start a Return — Request an RMA First
Please do not ship any item back without first contacting us. All returns require a Return Merchandise Authorization (RMA) number issued by our support team. Unauthorized returns cannot be identified and will not be processed or refunded.
To request an RMA, please email axnine32@gmail.com with the following information:
- Your order number
- The item(s) you wish to return
- The reason for the return
- Photos of the item and packaging (required for damage or defect claims)
Our team will respond within 1 business day with your RMA number and the specific return address that applies to your order.
3. Return Shipping Costs — Who Pays?
| Return Reason | Who Covers Return Shipping? | Refund Outcome |
|---|---|---|
| Item arrived damaged or defective | We cover — prepaid return label or free replacement parts | Full refund or free replacement |
| Wrong item sent / not as described | We cover all return shipping costs | Full refund or free replacement |
| Customer preference (change of mind, doesn't match decor, sizing concerns, etc.) | Customer — you are responsible for return shipping | Full product refund upon receipt and inspection. Original shipping fees are non-refundable. |
⚠️ Important: The majority of our products are made-to-order and shipped from Guangdong, China. Preference-based return shipping typically costs USD $80–$200+. Please contact us before ordering if you have any concerns.
4. Return Addresses
🇺🇸 U.S. Return Address
Returns Department 4600 Franklin Ave Los Angeles, CA 90027 United States Phone: +1 (213) 216-0244
🇨🇳 China Factory Return Address
Returns Department 7/F, No. 13 Fuheng North Road, Henglan Town Zhongshan City, Guangdong Province 528478 China Phone: +86 153 7735 6020
Please do not ship to either address before receiving your RMA confirmation.
5. Alternative Resolution for Preference Returns
For preference-based returns, we may offer: Keep the item + Partial Refund — you keep the fixture and we issue a partial refund. This is entirely optional; you always have the right to return for a full product refund.
6. Order Cancellation
- Within 24 hours: Free cancellation if not yet in production. Email axnine32@gmail.com with your order number.
- After 24 hours, before shipment: Possible, but up to 20% production fee may apply.
- After shipment: Cancellation not possible. Follow the return process upon receipt.
- Refused delivery: A 30% restocking fee will be deducted from your refund.
7. Non-Returnable Items
- Fully customized / made-to-specification products
- Expedited shipping fees
- Items returned without an authorized RMA number
- Items returned after the 60-day window
- Bulk orders of 3 or more identical units (except verified defects)
8. Refund Processing Timeline
- Inspection: 3–5 business days from receipt
- Refund issued: Within 7–14 business days after approval
- Refund method: Original payment method
- Allow additional 3–10 business days for funds to appear in your account.
9. Regional Consumer Rights
EU: 14-day statutory withdrawal right; we extend to 30 days. UK: 14-day cancellation right under Consumer Contracts Regulations 2013; we extend to 30 days. Other jurisdictions: Local statutory rights always apply.
10. Product Disclaimers
- Color variation: Screen settings may cause slight color differences. Not a defect.
- Dimension tolerance: ±1–2 cm variance is within normal range. Not a defect.
- Natural materials: Unique veining and grain variation in alabaster, travertine, wood, and rattan is a feature, not a defect.
11. Contact Us
- Email: axnine32@gmail.com
- Phone: +1 (213) 216-0244
- Hours: Monday – Friday, 9:00 AM – 6:00 PM EST
Business Address: 4600 Franklin Ave, Los Angeles, CA 90027, United States