Thank you for choosing Artcilux. We strive to provide you with high-quality products and excellent service. In the event that you need to return or request a refund, please review the following policy.
1. Order Cancellation
Within 24 Hours: You may cancel your order within 24 hours of placing it without any charge, provided the order has not yet entered the shipping preparation stage. To cancel, please contact our customer service team at customerservice@artcilux.us with your order number and the request for cancellation.
After 24 Hours: If you wish to cancel your order after 24 hours, but before it has shipped, a 25% restocking fee will be applied. Once the order has been shipped, cancellation is not possible, and you will need to follow the return process as described below.
2. Return Conditions
Time Limit: You have 14 days from the date of receiving your order to initiate a return. Returns received after this 14 - day period will not be accepted, unless the product is defective or there is a shipping error on our part.
Product Condition: The product must be in its original, unused condition with all original packaging, accessories, and documentation. The packaging should not be damaged, defaced, or have any signs of wear. Products that have been installed, used, or show signs of damage due to customer handling will not be eligible for return, except in cases of defective products.
Eligible Products: Only regular stock items are eligible for return. Custom - made products (such as custom - sized cabinet lights or switches with special configurations), clearance items, and items that have been marked as non - returnable at the time of purchase are not eligible for return.
3. Non - Returnable Items
Customized Products: Any product that has been customized according to your specific requirements, including but not limited to cabinet lights with custom lengths, switches with unique finishes or functions, and power supplies with tailored voltage or current outputs.
Clearance and Final Sale Items: Products sold at a clearance price or marked as final sale are not returnable, as clearly indicated on the product page during the purchase process.
Installed or Used Products: If the product has been installed, powered on, or shows signs of use (such as scratches, dents, or discoloration), it cannot be returned, unless it is defective.
Damaged by Customer: Products that have been damaged due to improper handling, misuse, or accidents by the customer are not eligible for return.
Expired Return Window: Items returned after the 14 - day return period will not be accepted, unless the issue is due to a defect or an error on our part.
4. Return Process
Request Return Authorization (RGA): First, contact our customer service at customerservice@artcilux.us to request a Return Authorization Number (RGA). Please include your order number, the reason for the return, and a description of the product's condition. Our customer service team will review your request and issue an RGA if your return meets the criteria.
Return Shipping Address: Once you receive the RGA, we will provide you with the appropriate return shipping address. Please note that returns sent to an incorrect address without prior approval will not be processed.
Shipping Arrangements:
Customer - Initiated Returns: If the return is due to reasons such as wrong size, wrong color, or change of mind, you are responsible for the cost of return shipping. We recommend using a trackable and insured shipping method, as we cannot be held responsible for items lost or damaged during return shipping.
Returns due to Defect or Error on Our Part: If the product is defective or there was an error in shipping (e.g., you received the wrong item), we will provide you with a prepaid return shipping label. Please follow the instructions provided with the label for proper packaging and shipping.
Packaging: Ensure that the product is securely packaged in its original packaging or equivalent protective material to prevent damage during transit. Include all original accessories, manuals, and documentation. Clearly mark the RGA number on the outside of the shipping package.
5. Refund Processing
Inspection: Once we receive the returned product, our team will inspect it to ensure it meets the return conditions. If the product is in acceptable condition, we will proceed with the refund.
Refund Method: Refunds will be issued to the original payment method used for the purchase. For example, if you paid with a credit card, the refund will be credited back to your credit card account. The time it takes for the refund to appear in your account may vary depending on your financial institution, but it typically takes 7 - 14 business days.
Partial Refunds: In cases where the product is missing accessories, has damaged packaging, or shows minor signs of use (when applicable), we may issue a partial refund to account for the reduced value of the returned item.
6. Damaged or Defective Products
Reporting: If you receive a damaged or defective product, please contact us immediately at customerservice@artcilux.us. Include details of the damage or defect, along with clear photos if possible, and your order number.
Resolution: We will either arrange for a replacement product to be shipped to you at no additional cost or issue a full refund, depending on your preference and the availability of the product. If we send a replacement, we will also provide you with a prepaid return label for the damaged or defective item.
7. Contact Us
If you have any questions or concerns regarding our return and refund policy, please do not hesitate to contact our customer service team:
Email: customerservice@artcilux.us
We are committed to ensuring your satisfaction with your Artcilux purchase and will do our baest to resolve any issues you may have in a timely and efficient manner.
We are committed to providing the most suitable solutions and reliable products!
