Refund, Resend & Returns Policy
We aim to provide a smooth and reliable experience for every order, with clear policies and dedicated support should anything go wrong.
Scope & Timeline
If anything arrives damaged, incorrect, or missing, just let us know within 7 days of delivery.
Sharing a photo or short video helps us put things right as quickly as possible.
Undelivered or Lost Packages
Delivery Confirmation
If tracking shows an order as delivered, we’re unable to offer a refund or resend. If tracking confirms that an order was not delivered, we will arrange a refund or replacement. In some cases, proof of non‑delivery may be required.
Situations Not Eligible for Refunds or Replacements
Refunds or replacements cannot be issued when:
- The delivery address provided at checkout was incorrect
- The package was refused or not collected
- Customs clearance was not completed due to customer inaction
Damaged or Defective Items
If an item arrives with significant damage, we will arrange a full refund or replacement.
For minor or partial damage, we may offer a partial refund or resend the affected components.
To help us resolve the issue quickly, please provide clear photo or video evidence within the required timeframe.
Wrong or Missing Items
If an incorrect item or variant is received, we will arrange a refund or replacement once the issue is verified.
If a small component is missing but the item remains fully usable, we may offer a partial refund or resend the missing part.
If the missing component affects the usability of the item, we will resend the full product or issue a full refund.
Service & Packaging Exceptions
Service‑Based Products
For service‑based items, a refund or replacement can be arranged once the issue has been verified by the supplier.
Packaging Damage
Minor packaging damage (such as dented or scuffed boxes) does not qualify for a refund unless the product itself is affected.
Return-Less Refunds
In some situations, we may be able to offer a refund or replacement without requiring the item to be returned. This may apply to low‑cost items or products that are damaged but safe to dispose of locally.
These decisions are made on a case‑by‑case basis to ensure a fair and practical resolution.
Return Process & Responsibility
Return Shipping
If a return is required, customers are responsible for return shipping costs unless the issue was caused by our supplier.
Return Destination
Returned items must be sent to the supplier’s designated warehouse, which may be located overseas.
Refund Processing
Refunds are issued once the returned item has been received and verified.
Return Shipping Liability
We are not responsible for items lost or damaged during return shipping.
Restocking Fees & Re‑Delivery Charges
Returned Packages
If a package is returned due to an incorrect address or because it was unclaimed or rejected, the customer is responsible for the shipping fees required to resend the order.
Restocking Fees
Items returned to the supplier’s warehouse may incur a 10% restocking fee, which will be deducted from the refund amount.
Evidence & Claim Requirements
Evidence Requirements
To help us resolve issues quickly and fairly, please include clear photos or a short video showing the problem.
Non‑Eligible Complaints
Subjective concerns—such as preferences about the look or feel of an item—are not eligible for refunds.
Submission Window
All issues must be reported within 7 days of delivery so we can assist promptly.
Additional Notes
Policy Scope
This policy applies to all orders placed through Lamp & Genie. By completing a purchase, customers acknowledge and agree to the terms outlined above.
Need Help?
If you need assistance with an order, our team is here to help. Please reach out through our Help Centre for guidance on any issues related to delivery or product concerns.