Return & Refund Policy

Effective date: 1 September 2026

This policy covers every order placed through Qualux Decor. It explains our 1-year free replacement warranty, how long you have to change your mind, what condition items need to come back in, and how quickly you get your money.

1-year free replacement warranty

Every lamp is covered by a 1-year free replacement warranty, counted from the day your order is delivered. If your lamp has a defect or is damaged, including damage on arrival, we send you a free replacement. You do not need to return the item. Email support@qualuxdecor.com with your order number and photos of the defect or damage, and we arrange the replacement.

Arrives damaged: free replacement, no return needed.
Defect within 1 year: free replacement, no return needed.
Changed your mind: 30-day returns, you pay return postage (see below).

The warranty covers defects and damage. It does not cover normal wear, or damage caused by misuse or by an incompatible power supply.

Your 30-day return window

You have 30 days from the day your order is delivered to return an item without giving a reason. If you changed your mind, you pay the return postage. Nothing in this policy affects the statutory rights you have under the consumer law that applies to you, including your rights where goods are faulty or not as described.

How to start a return

Tell us. Email support@qualuxdecor.com with your order number and which item you're returning. A reason helps us improve, but you don't have to give one.
Wait for authorization. We'll reply with return instructions. Returns go to our US returns address, 22941 S Wilmington Ave, Dock 11–26, Carson, CA 90745, USA, unless we tell you otherwise in that email.
Send it back within 7 days of receiving that authorization.

Please don't send anything back before you've heard from us — unannounced returns can't be matched to an order and may go unprocessed.

Packing your return

Use the original packaging where you still have it, with any labels and tags still attached.
Include the return authorization reference we gave you.
Attach the return label to the outside of the parcel.

Who pays for return postage

Situation	Return postage
Item has a defect or arrived damaged	No return needed: we send a free replacement
You received an item you did not order	We pay
You changed your mind, ordered the wrong item, or it doesn't suit	You pay

We never charge a restocking fee.

Returns stay inside the United States. Every return goes to our returns address in Carson, California. You never ship anything back to China, and there are no cross-border return costs.

Exchanges

You can exchange an item instead of returning it for a refund, within the same 30 days from delivery. Swap it for a different colour or size of the same lamp, or for a different item altogether.

How to start one: email support@qualuxdecor.com with your order number and what you would like instead. We reply with return instructions.
Return postage: you pay to send the original item back, the same as a change-of-mind return. We never charge a restocking fee.
Shipping the replacement: free, as with every order.
Timing: we send the replacement once your return reaches us. Because every order is bought in per order with our product partners, the replacement then takes another 9 to 13 business days to arrive.
Price difference: if the new item costs more, we email you a payment link for the difference. If it costs less, we refund the difference within 14 days.
Condition: the item must come back unused and complete, in its original packaging where you still have it.

Items with a defect or damage are not an exchange: those are covered by the 1-year free replacement warranty above, and you do not need to send anything back.

The exclusions under "Items we can't accept back" apply to exchanges too.

Specific situations

Damaged on arrival

Send us photos of the damage, including the packaging, as soon as you can. We send a free replacement and you do not need to return the damaged item.

Defect within 1 year

Contact us as soon as you notice the defect, with your order number and a photo or short video. We send a free replacement and you do not need to return the item.

Wrong item received

Let us know and we'll send the correct item and cover the cost of returning the wrong one.

Order never arrived

Check Track My Order first. If tracking shows nothing useful, tell us and we'll open an investigation with the carrier. If the parcel can't be traced, you choose between a replacement and a full refund.

Cancelling an order

You can cancel within one hour of placing your order. After that we may already have begun processing, and once a tracking number exists we can't stop or alter the shipment — you'd need to return it once it arrives. We'll email you if anything delays your order.

Items we can't accept back

Custom-made or personalized items
Hygiene-sensitive items, unless still sealed and unused

These exclusions don't apply where an item is faulty or not as described.

Refunds

We inspect returns on arrival and process the refund within 14 days of receiving the item back, or sooner where we can.
Refunds go to the original payment method. We can't refund to a different card or account.
You'll get an email confirming the refund has been issued. Your bank may then take a further few working days to show it.
To be refunded in full, an item needs to come back unused, undamaged and complete. If its condition has been reduced by handling beyond what's needed to check it, we may reduce the refund accordingly.

Still have a question?

Our FAQ covers the most common ones. Otherwise email support@qualuxdecor.com or call +1 (949) 516-8108 (US) or +31 6 24430286 (Netherlands).

Company and return address

Qualux Decor
Groenestraat 51bis
Utrecht, Netherlands

Email: support@qualuxdecor.com
Phone: +1 (949) 516-8108 (US) or +31 6 24430286 (Netherlands)
Chamber of Commerce (KvK): 42021824
VAT (BTW-id): NL005437929B62