Return and Refund Policy
Last updated: September 24, 2026. This Return and Refund Policy is issued by TIANGUANG CROSS-BORDER E-COMMERCE LIMITED (天光跨境電子商務有限公司), the operator of Tianguang Chandeliers and https://tianguangchandeliers.com, and forms part of the terms governing orders placed through this website. It explains eligibility, the 30-day request window, return authorization, shipping responsibility, exchanges, and refunds.
30-day return window
We accept return requests for eligible defective and non-defective products within 30 days after confirmed delivery. Exchanges are also accepted after review.
Product condition
Returns must be new, unused, uninstalled, unmodified, complete with accessories and manuals where applicable, and safely packed in the original packaging. Installed, used, altered, incomplete, or customer-damaged products may not qualify. Verified damage, defect, incorrect-item, or missing-parts cases are reviewed separately.
Return authorization and method
Returns are accepted by mail only. We do not accept walk-in returns. Contact us and receive written return authorization and routing instructions before sending any product. Unapproved returns may be refused or delayed.
Order cancellation and changes
Standard products
You may request a full cancellation, refund, or order change within 24 hours after placing a standard, non-customized order, provided the order has not entered fulfillment, shipped, or received a tracking number. Please contact customer service immediately. A cancellation or change is effective only after we confirm it in writing. Once fulfillment or shipment has started, the order cannot be intercepted or cancelled in transit. After delivery, any eligible return must follow this policy.
Custom and made-to-order products
Before production begins, a cancellation or change may be requested and is subject to written confirmation. Once the specifications have been approved in writing and the 35% deposit has been paid, or production has begun, cancellation or changes are not guaranteed. Any refundable amount may be reduced by documented, non-recoverable materials, labor, payment-processing costs, or other work already incurred, where permitted by law. This does not limit remedies for a verified defect, transit damage, or an incorrect item. Processing and delivery timing for a custom or made-to-order product varies by the product and its specifications; please contact customer service to confirm the applicable schedule in writing. See our Shipping Policy for the complete custom-order terms.
Important notice on return shipping location
Our authorized return-processing center is in Guzhen Town, Zhongshan, Guangdong, China. Do not send a return without written authorization and the confirmed return address. For an approved preference or buyer's-remorse return—including a change of mind or ordering the wrong size, finish, or configuration—the customer must purchase trackable international return shipping, pay the return shipping cost, and bear the transit risk until the authorized return is received. International return shipping can be expensive. Before ordering, please contact customer service to confirm the product dimensions, voltage, installation requirements, finish, and other specifications.
Damaged or broken items upon delivery
Lighting products may contain fragile glass, crystal, stone, or other components. Please report visible transit damage within 48 hours after delivery to support@tianguanglight.com. Include the order number and clear photos or video of the outer carton, shipping label, internal packaging, product, and damaged area.
After we verify transit damage, you will not be required to ship broken glass or the damaged product back to China. We will provide replacement parts or, where appropriate, a complete replacement at no charge. If repair or replacement is not reasonably available, we will issue a full refund to the original payment method. If safe local disposal or other evidence is required, we will provide written instructions. This 48-hour reporting request helps us handle carrier claims and does not reduce the 30-day return-request window or any rights available under applicable law.
How return shipping is arranged
Damaged, defective, missing, or incorrect items
After review, we may resolve a confirmed quality or fulfillment issue with free replacement parts, a replacement item, repair guidance, a partial refund, or a full refund without requiring the product to be returned. If no return is required, no return label is needed. If a return is necessary because of our confirmed quality or fulfillment error, we will provide written routing instructions and pay the return shipping. Where a prepaid return label is available for the applicable route, we will email it to you. If a prepaid label is not available, we will arrange a carrier pickup or reimburse the reasonable, documented return shipping cost after we approve it in writing. Do not ship an item without written authorization.
Preference or buyer's-remorse returns
For an approved non-defective preference return, the customer must purchase a suitable trackable return label or service directly from a carrier and pay the return shipping cost. The customer is also responsible for secure packaging and transit risk. Use only the return address and routing instructions supplied by us in writing; do not send a return to an address shown on the parcel or website without authorization.
Custom and made-to-order products
Some customized products require consultation before ordering because production lead times vary by product. Contact customer service to confirm the specifications, total price, and estimated completion time in writing. Custom specifications, price, deposit, estimated completion time, and return eligibility are confirmed in writing before payment. Custom projects normally begin with a 35% deposit after approval. Approved quality, fulfillment, missing-parts, and shipping-damage claims remain eligible for review. For any approved non-quality custom return or exchange after shipment, the customer is responsible for return freight unless our written agreement states otherwise.
Refund amount and non-refundable optional services
For an approved eligible return, the refundable product amount is sent to the original payment method. Standard delivery is free, so no initial standard shipping charge is deducted from the refund. We do not charge a restocking fee. Separately purchased optional services—including expedited delivery, special freight, white-glove service, storage, re-delivery, or similar extra services—are non-refundable.
No restocking fee
We do not charge a restocking fee for approved returns.
Refund timing
After an approved return is received and inspected, or after a refund is otherwise approved in writing, we process the refund to the original payment method within 10 business days. Banks and payment providers may require additional time to post the funds.
Approved return address
Room 595, Hongyu Youth Apartment, Lighting Four Seasons Plaza, Guzhen Town, Zhongshan, Guangdong, China.
Do not mail a product until you receive written authorization and routing instructions.
Company and operating locations
Tianguang Chandeliers is operated by TIANGUANG CROSS-BORDER E-COMMERCE LIMITED (天光跨境電子商務有限公司), a Hong Kong-registered trading company, business registration number 80039146-000-03-26-4.
Registered trading, contracting, and administrative office: Unit 98 of Factory A, 1/F, Union Hing Yip Factory Building, No.20 Hing Yip Street, Kwun Tong, Hong Kong. This is not our warehouse, shipping origin, or return address.
Contact and approved return-handling address: Room 595, Hongyu Youth Apartment, Lighting Four Seasons Plaza, Guzhen Town, Zhongshan, Guangdong, China.
Dispatch location: Orders ship from Zhongshan, Guangdong, China. The Hong Kong registered office is not a dispatch or return address.
Contact Tianguang Chandeliers
Email: support@tianguanglight.com
WhatsApp / phone: +86 178 8690 2225
Support hours: Daily, 9:00 AM–midnight Beijing time (GMT+8). Our team will reply after reviewing your message.
Delivery estimates for new orders
Standard, non-custom orders: approximately 7 calendar days to prepare, then 21–30 calendar days in transit. Allow approximately 28–37 calendar days total from order confirmation. Oversized, non-custom orders requiring curbside freight: approximately 7 calendar days to prepare and 45 calendar days in transit, or approximately 52 calendar days total. For custom production time and the delivery schedule, contact customer service; our team will reply after reviewing your message and discuss the details with you.
Free shipping to eligible addresses in the contiguous 48 U.S. states, with no minimum purchase. Export and U.S. import customs clearance, import duties, and import taxes are included. Applicable U.S. sales tax is shown at checkout.
Oversized freight is delivered to a safe, accessible outdoor ground-level point near the street or driveway entrance. Carrying items inside, stairs, unpacking, installation, and packaging removal are not included. Truck access, unloading equipment and liftgate suitability are confirmed for the shipment; appointments and signatures depend on the booked service. See the Shipping Policy for delivery-area restrictions and full details.