Refund Return Policy

Thank you for choosing MCR Lighting. We aim to ensure your satisfaction with every purchase, and this policy outlines the terms for refunds, returns, and exchanges to provide clarity for both parties.

1. Eligibility for Refund Return Policy

Our refund and return window is 30 days from the date you receive your order. To qualify for a full refund, return, or exchange, the following conditions must be met:

The item has major damage (e.g., broken lamp frames rendering the product inoperable, missing key components like power cords, or significant cosmetic damage) that existed prior to shipment (not caused by customer use/neglect).

The item is unused, in the same condition as when received, and packaged in its original packaging (including all accessories, manuals, and tags).

Partial refunds or rejected requests will apply in the following scenarios:

The request is submitted more than 30 days after receiving the item.

The damage is minor (e.g., cracked lamp shades, burnt-out bulbs) but the main product body remains intact and functional. In this case, simply notify us and provide photos of the damage—we will send a free replacement part (e.g., a new shade or bulb).

The item is damaged due to customer error (e.g., improper installation, accidental drops, or use beyond the product’s intended purpose).

The item is not in its original condition (e.g., missing parts, altered components) for reasons unrelated to our shipping or manufacturing errors.

A valid proof of purchase (e.g., order confirmation email, packing slip, or receipt) is required to process all return/refund requests.

2. Return Process

Full Return Procedure
To initiate a return or refund, follow these steps—do not send items back without prior confirmation, as unapproved returns may be rejected or lost:

1.Submit a Request: Send an email to [Your Customer Service Email] with the subject line “Return/Refund Request – [Your Order Number]”. Include:

Your full name, order number, and shipping address.

Clear photos/videos of the item (focus on damage, if applicable) and its original packaging.

A brief explanation of your request (e.g., “Full refund for a broken lamp frame”).

2.Await Approval: Our team will review your request within 2 business days and respond with:

Confirmation of eligibility (or reasons for rejection).

A unique Return Authorization (RA) Number and the official return shipping address (do not ship to the original warehouse without this address).

3.Ship the Item:

Clearly mark the RA Number on the outer packaging of your return.

You are responsible for return shipping costs (see Section 6 for details). We recommend using a trackable shipping service (e.g., USPS Priority Mail with tracking) to avoid lost items.

4.Inspection & Confirmation: Once we receive your returned item, we will inspect it within 3 business days and send an email to confirm:

Receipt of the item.

Final approval or rejection of your refund/exchange (based on whether the item meets our return conditions).

Instructions for Return Authorization (RA) Number

The RA Number is a unique identifier we use to match your return to your request and track the shipment. Follow these steps to use it correctly:
1.After your return request is approved, you will receive a dedicated RA Number (e.g., RA-20251015-001) in our response email.
2.Mark the RA Number clearly on the outer carton of your return—use a marker or attach a label, and place it on the side of the box to avoid covering the shipping label.
3.Failure to include the RA Number may delay return processing. If the item is lost due to a missing RA Number, your refund/exchange rights may be affected.

3. Refund Details

1.Processing Time: Approved refunds will be processed within 3-5 business days of our inspection.

2.Refund Method: Funds will be credited to your original payment method (e.g., original credit card, original PayPal account).

Credit/debit cards: 5-10 business days (processing time varies by your card issuer).

PayPal: 2-3 business days.

3.Refundable & Non-Refundable Costs: The original order’s product price and original shipping fee are refundable. Import duties for international orders are non-refundable, and you are responsible for covering return shipping costs.

Delayed or Missing Refunds

If you have not received your refund after the above timeframes:
1.Check your bank or credit card statement (refunds may appear as “pending” before being posted).
2.Contact your credit card issuer or PayPal—they may require additional time to process the transaction.
3.Contact your bank to confirm if there are holds on incoming refunds.
4.If issues persist, reply to our approval email with your tracking number and refund reference for assistance.

4. Exchange Policy

We only offer exchanges for items that are defective, damaged (our fault), or incorrectly shipped (e.g., the wrong lamp model was sent). Exchanges are subject to the following restrictions:

Exchanges are limited to the same product model—we do not offer exchanges for different styles, sizes, or colors. If the same model is out of stock, we will provide a refund instead.

The item must be returned within the 30-day window and follow the full return procedure outlined in Section 2.

Once your returned item passes inspection, we will ship the replacement within 2 business days of approval. You will receive a shipping confirmation email with a tracking number for the replacement.

5. Special Cases

Promotional & Final Sale Items

Promotional items (e.g., items discounted by 10% or more, marked “Limited Time Offer”) are non-refundable but eligible for exchange if damaged (our fault) within 30 days of receipt.

Final Sale items (marked “Final Sale” or “No Returns”) are not eligible for refunds, exchanges, or cancellations—all purchases of these items are final.

Custom-Made Items

Customized products (e.g., personalized lamps with engraved names) are non-refundable and non-exchangeable unless damaged during shipping. In the case of shipping damage, we will either send a replacement or provide a full refund. Cancellations for custom orders are only allowed before production begins—we will confirm the production status via email upon receiving your cancellation request.

Gift Purchases

If the item was marked as a “Gift” at checkout and shipped directly to you: After your returned item is inspected, you will receive a gift credit equal to the item’s purchase value. A gift certificate will be emailed to you within 2 business days.

If the gift was shipped to the purchaser first (who then gave it to you): The refund will be sent to the original purchaser, who will be notified of the return.

6. Return Shipping Instructions

Cost Responsibility: You are responsible for all return shipping costs. If you fail to pay shipping fees (e.g., for COD shipments), the unpaid amount will be deducted from your refund.

Trackable Shipping: For items valued over $50, we strongly recommend using a trackable shipping service and purchasing shipping insurance. We are not liable for items lost, stolen, or damaged during return transit.

International Returns: For orders shipped outside the U.S., you are responsible for import duties, taxes, and return shipping costs. We do not cover these fees, and customs clearance may delay the return process.

7. General Terms

We reserve the right to refuse returns that lack a valid RA Number, fail to meet eligibility conditions, or show signs of intentional damage.

This policy applies to all purchases made through the MCR Lighting website (http://www.mcrlighting.com). Separate terms apply to wholesale or bulk orders—contact our sales team for details.

We may update this refund return policy periodically. Updated versions will be posted on this page with a new “Last Updated” date. Your purchase after updates constitutes acceptance of the revised terms.

Need Help?

For questions about returns, refunds, or exchanges, contact our customer service team:
Email: maichuangruilighting@gmail.com
Response Time: Within 2 business days (Monday-Saturday, 8:30 AM-6:00 PM UTC+8)

Last Updated: Oct 15, 2025