Refund policy

If you're not completely satisfied with your purchase, we're here to make it right. Our return process is straightforward, and our support team is available at info@auroraelighting.com for any questions.

Policy at a Glance

Detail Policy
Return Window 30 days from the date of delivery
Item Condition Must be in original, uninstalled condition with all original packaging
Restocking Fees None — on every order, project orders included
Return Shipping (change of mind) Customer's responsibility
Return Shipping (damaged/defective/incorrect) Covered by Aurorae Lighting
Refund Method Full refund to your original payment method
Sale & Promo Items Returnable — same policy applies
Project & Volume Orders Free cancellation before shipment; final sale after shipment

The terms above cover standard orders. If your order includes six or more units of the same fixture, or was placed at trade or project pricing, see Project & Volume Orders below.

How to Return: 3 Steps

Step 1: Contact us.
Email info@auroraelighting.com with your order number and the reason for your return. If the item is damaged or incorrect, attach a few photos — this helps us resolve the issue faster. We'll respond within 1–2 business days with the next steps.

Step 2: Pack the item.
Once the return is approved, place the fixture back in its original box and packaging materials. The original double-box and foam inserts are designed to protect the fixture during return transit — reusing them ensures the item arrives safely.

Step 3: Ship it back.
We'll provide a specific return address via email. Ship the package using your preferred carrier and share the tracking number with us so we can monitor the return and process your refund promptly upon arrival.

Eligibility

To be eligible for a return, the item must meet all of the following and must not appear under Non-Returnable Items:

  • Requested within 30 days of delivery
  • Uninstalled and unused, in the same condition you received it
  • Returned in its complete original packaging, including all protective materials

Non-Returnable Items

  • Items that have been installed or assembled
  • Custom or made-to-order products — including any change to canopy size or shape, cable or rod length, light count or arrangement, finish, or glass color (see Custom Orders)
  • Project and volume orders that have already shipped (see Project & Volume Orders below)
  • Items requested outside of the 30-day window

Project & Volume Orders

An order is treated as a project order if either of the following applies:

  • It includes six (6) or more units of the same fixture. Variants of one fixture — different finishes, sizes, or light counts — count together toward the six.
  • It was placed at trade, volume, or negotiated project pricing quoted to you in writing.

Public promotions and discount codes available to all customers at checkout are not project pricing, and an order placed at our published retail price is never a project order on price alone. Where an order contains six or more units of one fixture alongside other items, these terms apply to the qualifying units only — the remaining items follow the standard policy above.

  • No restocking fees. We do not charge restocking fees on any order, project orders included.
  • Free cancellation before shipment. Email info@auroraelighting.com to cancel a project order in full or in part, at no cost, at any time before it ships. We refund the cancelled items in full, including any shipping charges. We email tracking details the moment an order ships; cancellation requests received after that email cannot be processed.
  • Final sale after shipment. Change-of-mind returns are not accepted once a project order has shipped, and refusing delivery is not a cancellation. Exceptions may be granted at our discretion; where one is approved, the complete quantity must be returned in its original packaging.
  • Damage, defects, and incorrect items are always covered. Project orders carry exactly the same protection as every other order — a free replacement or a full refund including all shipping. See the section below.
  • Order a sample first. Buy a single unit at standard pricing to confirm scale, finish, and light output. It is fully returnable for 30 days under the standard policy. If you then place the full project order, we apply project pricing to that unit retroactively and credit you the difference, at which point the sample becomes part of the project order.

Before you commit, we provide spec sheets, dimensioned CAD drawings, and 3D renderings for project orders on request. Email info@auroraelighting.com with your project details.

Processing Your Refund

Once your return is received and inspected, we'll notify you by email within 1–2 business days. If approved, your refund will be applied to your original payment method within 1–4 business days.

For returns due to personal preference, the original shipping charges are non-refundable.

Damaged, Defective, or Incorrect Items

If something arrived damaged, defective, or isn't what you ordered, we'll make it right at no cost to you. This applies to every order, project and volume orders included.

  1. Contact us immediately. Email info@auroraelighting.com within 48 hours of receiving your order. Include your order number and clear photos or a video showing the issue. For freight or curbside deliveries, inspect the shipment before signing and note any visible damage on the delivery receipt.
  2. We'll resolve it. We'll assess the situation and offer you a choice:
    • A brand-new replacement shipped to you free of charge, or
    • A full refund, including any original shipping costs
  3. Return shipping is on us. If the item needs to be returned, we cover all shipping costs — either by providing a prepaid return label or reimbursing the shipping fee.

Exchanges

To exchange a fixture for a different size, finish, or model: follow the return process above, and once the return is accepted, place a separate order for your new choice. This is the fastest way to get your replacement — we'll process the return refund as soon as the original item arrives.

Project and volume orders are not eligible for exchange once they have shipped.

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