Refund and Returns Policy

At Citylumi, we want you to love your light. We understand that sometimes a fixture might not fit your space perfectly, or plans change. That’s why we offer a comprehensive 30-day return window with clear, fair guidelines.

1. The 30-Day Return Window

You have 30 days from the date your order is delivered to request a return. If 30 days have passed since your delivery, unfortunately, we cannot offer you a refund or exchange.

2. Eligibility for Returns (Crucial)

To be eligible for a return, your item must be in the exact same condition that you received it:

  • Uninstalled: The fixture must not have been installed. Once wires are cut, stripped, or modified, the item is considered "used" and is ineligible for return due to safety regulations.

  • Original Packaging: It must be in the original packaging with all included accessories, hardware, and manuals.

  • Proof of Purchase: A receipt or order number is required.

3. Damaged or Defective Items ("Replacement-First" Promise)

We stand by the quality of our Zhongshan manufacturing. However, shipping glass and metal globally carries inherent risks.

  • Inspect Upon Arrival: Please inspect your order upon reception. Contact us at support@citylumi.com within 48 hours if the item is defective, damaged, or incorrect.

  • The Solution: In line with our 1-Year Warranty, we operate on a "Replacement-First" basis. If an item arrives broken, we will ship a free replacement or the necessary spare parts immediately to keep your project on track.

4. Non-Returnable Items

Certain items are excluded from our standard return policy:

  • Custom / Bespoke Orders: Items manufactured specifically for you through our Bespoke service.

  • Gift Cards.

  • Final Sale Items: Items marked as "Clearance" or "Final Sale."

5. Return Shipping Costs

  • Defective/Damaged/Wrong Item: Citylumi will cover all return shipping costs or provide a prepaid label.

  • Change of Mind / Remorse: If you are returning an item because of style, size, or personal preference, you are responsible for the return shipping costs.

    • Note: International return shipping costs for large light fixtures can be high. We recommend that you carefully measure your space before ordering. Alternatively, contact us so we can confirm the details before you place your order.

6. How to Initiate a Return

  1. Email us at support@citylumi.com with your Order Number and reason for return.

  2. For damaged items, please attach clear photos or videos of the issue.

  3. If accepted, we will send you a Return Merchandise Authorization (RMA) and instructions.

    • Items sent back without an RMA will not be accepted.

7. Refunds

Once your return is received and inspected (we check for installation marks and cut wires), we will notify you of the approval or rejection.

  • Approval: Your refund will be processed to your original payment method within 5-10 business days.

  • Partial Refunds: If an item is returned damaged or with missing parts (not due to our error), only a partial refund may be granted.

8. The Lifetime Shield

If you purchased the Citylumi Lifetime Shield ($199), your product is covered for lifetime replacements due to mechanical or electrical failure. Please refer to our [Lifetime Warranty Page] for claims, as they differ from standard 30-day returns.