Refund policy
Last updated: September 27, 2026
30-day return window
You may request a return within 30 days after delivery. Contact support@tavilume.com before sending anything. For a standard return, the item must be new, unused, uninstalled, unaltered and undamaged, with all accessories, manuals, labels and original protective packaging. Return authorization does not guarantee a refund; eligibility is confirmed after the returned item is inspected.
How to request a return
Email your order number, the item you want to return, the reason, and clear photos of the product and packaging. If approved, we will send return instructions. Unapproved or unidentified parcels may be refused.
Damaged, defective or incorrect items
Please report visible shipping damage, a missing part, a wrong item or a suspected defect as soon as possible, preferably within 7 calendar days after delivery, with the order number and clear photos or video. Prompt reporting helps us preserve carrier evidence and provide the fastest remedy. This request does not reduce the two-year limited warranty or any non-waivable right. After review, we may provide troubleshooting, a replacement part, replacement, return or refund as appropriate.
Return address
Zhongshan Fuluosi Lighting Co., Ltd.
Unit 1, 3rd Floor, Zone A, No. 30 Pinghe Road, Guzhen Town, Zhongshan, Guangdong 528421, China
This is a return-by-mail address in China, not a U.S. return warehouse. Use a tracked service and keep the receipt until the return is completed.
Return shipping costs
- Change of mind, preference or an incorrectly ordered size/finish: the customer arranges and pays return shipping, including any carrier or customs charge associated with the return.
- Verified defect, shipping damage or incorrect item: Tavilume will provide an appropriate remedy and cover or reimburse reasonable, pre-approved return shipping when a return is required. Do not purchase return postage until we approve the method and amount.
Refund timing and amount
After the return is received and inspected, we will notify you whether the refund is approved. For an approved return, we initiate the refund of the eligible item price and applicable sales tax to the original payment method within 10 calendar days after the returned item has been inspected and accepted. This is the time for us to initiate the refund, not a promise that the funds will arrive within 10 days. Your bank or card issuer may need an additional 3–10 business days to post the credit. Any outbound expedited or special-service charge paid by the customer is not refundable unless the return results from our error. Eligible standard returns do not carry a restocking fee. Exchanges are subject to stock availability.
Items that are not eligible for a standard return
- Installed, used, altered, assembled or customer-damaged items.
- Items missing original packaging, labels, accessories, manuals or parts when those materials are required for safe resale.
- Gift cards and products clearly marked final sale before purchase.
- Made-to-order, bespoke, customized or personalized products when the restriction was disclosed before purchase. The standard $0.10 Stepless Dimming Upgrade and $0.10 3-CCT Color Temperature Upgrade are exceptions: they remain eligible under the standard 30-day return conditions when purchased with an eligible lamp.
Verified defects, shipping damage and incorrect items remain eligible for an appropriate remedy. Separate written terms may apply to large wholesale or project orders when agreed before payment.
Cancellations
Contact us as soon as possible if you need to cancel. An order can be cancelled before fulfillment begins; after dispatch, the return process above applies.