REFUND POLICY

Regarding the problems not mentioned below, please email to info@eidelweis.com including an explanation and photographs stating the reason for your request.
Cancel Policy
All of our products can be canceled until they are shipped. If your order is unpaid, you can easily cancel your order by yourself. If your order has been paid, you can contact our customer service to cancel your order. Once your order has been shipped, it can no longer be canceled.
Note: We cannot guarantee any request to cancel or modify an order once production has already begun. There are no order cancellations accepted once production has begun on any custom or specialty products (items that are not a stock size).


Return Policy
We encourage you to go on a thorough check-up when you receive the package and make sure whether the items are the ones you have specified. If you are going to exchange/return the product, please make sure that they are in the original condition, unused, undamaged and in original package.
Note: custom orders made according to clients’ specification cannot be returned.

Return a DOA (dead on arrival) item.
If the item arrived broken, please contact us within 30 days from the delivery date and follow the procedure for the 30 Days Return Guarantee.
If the item has a high value, we may ask you to return it. Please include all of its accessories, like cables, in the returned parcel. If an accessory or component is missing, we will ask you to pay for it. All the return shipping fees will be covered by buyers.

30 Days Return Guarantee
If you are not satisfied with your purchase and the product is still in brand new conditions, you can return it to us within 30 days from delivered. 
If a product is damaged or not working, please don't worry. Please contact us at support@eidelweis.com. We will send you replacements first. And it you still want to return it, we will pay for the return shipping fees. The return package should contain all the accessories of this product, which should still be in good condition.

NOTE: If the return is not due to a manufacturer defect, customers are responsible to ship the product back to us at your own cost and our shipping cost will be deducted from the refund as well.

After 30 days from delivered
We will not accept requests for a refund or a replacement after 30 days from delivery.
Please contact our customer service representatives for more information.


Below are some further suggestions and important reminders:
1. Keep all the packaging materials and shipping notes, which may be necessary for processing your return request;
2. After mailing back the product, please send us the tracking number and a copy of the shipping receipt; if we can not receive this information, we will have to wait until when the product arrives in our warehouse.
3. Refunds will be arranged to the same payment method you used to place this order. All the intermediary handling fees and bank processing fees will be at the customer's expense;
4. If you refuse delivery of a parcel due to import duties or taxes, you assume all liability for all costs involved in returning the item to us.

Please Note:

1. Please send us the photos of the items when you request the refund.
2.Once your request has been approved, our customer service will offer you the return address (not the location address or the parcel address).
2. Please send the item back to the return address as soon as possible and then send us the tracking number.
3. Items received unused, undamaged and in original package. All the return item(s) will go through inspections. We will process the refund when we confirm that the product has the problems you mentioned.
4. We reserve the right not to process the refund if your request not be approved or items returned in unacceptable condition.


Any purchase on Ineffable Lighting indicates that you have read, understood and agreed with our Cancellation & Return Policy stated above. Eidelweis reserves the right to make changes and/or improvements to this policy.