Refund Policy

Returns & Refund Policy

(Updated time: January 2023.)

Happy New Year 2023! 

This year, we want all our customers to feel comfortable, confident, and happy when shopping at the Depuley online store, thats why we update our return & refund policy.

Now if for any reason you're not satisfied with your purchase, you can return or exchange the unused item in its original condition as long as you contact us within 30 days from the delivery date.

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. But please be noticed we might not accept the returned items that are sent back by you directly without checking with us first.

Here’s our return policy:

15 Days Hassle-Free Returns

    • Within 15 days of the delivery date.
    • Product should be in its original, un-installed unused, undamaged condition and returned in original packaging. Please include all of its accessories and spares, like remotes, cables, chargers, and batteries, in the returned parcel.
    • Free mail-in returns: we will email you a pre-paid postage return label.
    • We will refund your full paid item prices after we have received the returned fan/lighting and finished the inspection procedures.
    • We will not refund the original shipping fees. However, Local delivery is a free shipping service and is always the first priority to use. Shipping fees will only incur when items are none local delivery, such as shipping between Northern America, shipping among Europe countries, and international shipping.

30 Days Conditional Returns and Partial Refund

Within 30 days of the delivery date, if you are not satisfied with your purchased product while the product is still in new or workable condition, we will accept your returns and will arrange a partial refund.

    • We will refund 80% of the paid item prices.
    • We won’t refund the original shipping fees.

Please include all of its accessories and spares, like remotes, cables, chargers, and batteries, in the returned parcel. If an accessory or component is missing, an additional charge might be calculated. Once your return is accepted, we will email you a pre-paid postage return label. And when your return is received, we will send you an email to notify you that we have received your returned item. Then all the returned items will go through inspections, and after that, we will notify you of the approval or rejection of your refund. If you are approved, then the refund will be processed within 1-2 weeks, and it will automatically be applied to your credit card or the original method of payment you used to place this order. Kindly note that all the intermediary handling fees and bank processing fees will be at the customer's expense. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.

After 30 Days from the Delivered

Return policy will last for 30 days since from the delivery date. If 30 days have gone by, unfortunately, we can’t offer you a return and refund. However, all items will be protected by our lifetime warranty, which covers all necessary parts of the lighting fixtures that may need replacements, due to defects in materials, accessories, workmanship, or quality problems that are under normal use. Please please view the lighting replacement support collection, and contact customer service for more information if needed.

Non-Refundable Items

The following items cannot be refunded/returned.

    • Gifts
    • Replacements
    • Spares
    • Accessories
    • Wholesale products are excluded from this return policy. Please refer to the wholesale refund policy.

Cancellation

During checkout, please check spelling, dates, and names carefully. After placing your order, you are welcome to contact us to cancel it for any reason within 12 hours. Therefore, any cancellations after 12 hours will incur 5% process and restocking fees. Furthermore, once your order has been shipped, it can no longer be canceled. Besides, for wholesale products, there are no order cancellations accepted either, once production has begun on any custom or specialty products.

Late, Mis-shipped, Lost Items

You are eligible for a partial/full refund or exchange (accessories excluded) if we shipped you a defective, damaged, or mis-shipped item. For lost items, we will reship them for you if it’s in stock. Or else you will get a refund.

Returns & Refund Instructions

  • Step 1: claim a return

Please contact us within 15 or 30 days from the delivery date. Tell us the reasons for your returns. Provide “proof” documentation to us, such as pictures and videos. Keep all the packaging materials and shipping notes, which may be necessary for processing your return request.

  • Step 2: initiate a return

Please click “Return” and initiate the refund.

  • Step 3: preliminary verification

Please select this reason for the return: personal reason, and upload the pictures of returning products.

  • Step 4: receive a free postage return label

After passing the preliminary verification of returns, you will receive a notification email within 48 hours. The carrier will be DHL, UPS, TNT, FedEx, and similar ones.

  • Step 5: pack & ship the item(s)

Please print the return label, attach it to the parcel, and post the returns by pick-up point nearby. The returned parcel should include all of the original products, accessories, and spares, like remotes, cables, chargers, batteries, and so on.

  • Step 6: go through inspections

After we received the items, they will go through inspections. We will notify you of the approval or rejection of your refund. We reserve the right not to process the refund if your request is not approved or if items are returned in unacceptable condition.

  • Step 7: Refund process

Once approved, then the refund will be processed within 1-2 weeks. If it’s within 15 days of the delivery date, the refund will cover the full price of the item minus the shipping fees. If it’s within 30 days of the delivery date, the refund will cover 80% of the price of the item minus the shipping fees.

Support Countries

The following countries are supported by this returns and refund policy. 

United States of America Canada
United Kingdom
Australia
Germany Switzerland France
Spain Portugal Italy
Netherland Belgium Poland
Japan

If your locations are not on the list, unfortunately, this policy is temporarily unavailable for your orders. Please contact our customer service representatives for more assistance.

BlOGS, nEWS AND tRENDS

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