To ensure that you are satisfied with your purchase from Vanstarlighting, we provide video check and a 30-day return policy.
Before shipping, We are willing to provide packaging videos of your item(s) to show the details of the lights and package. Videos will be sent by email if you need it.
If it is not what you want, please contact us to return or exchange your item(s) before shipping or within 30 days after receiving the package, with proof of purchase.
Please make sure to contact us by email (support@vanstarlighting.com) at first.
I don't need to return, could you just replace the broken/damaged parts?
Yes, please email us at support@vanstarlighting.com with photos and/or videos of the items and let us know your order number.
If any part is damaged during shipping or if any defect is found during installation. We will replace that part free of charge.
What if I received my item but don't like it, can I send it back?
Yes, you are able to return the products, as long as they meet with the following condition:
1、The return request must be submitted within 30 natural days after receiving the package.
2、Products are not custom made according to your certain requirements.
3、Products are new, and have not been installed.
4、Products must be packed in original packing.
5、If there are crystals inside the packages, crystals must be wrapped.
6、Products must be listed on our website.
In following conditions, only partial return will be initiated:
1、Products is not well packed when return it back.
2、Products not in original condition, or items is damaged or there are missing parts during the return process.
3、Any wrong orders because of the client’s reason.Products in proper shipping time.
General Return Process
1、Initiate a return: Please email us at support@vanstarlighting.com with photos and/or videos of the items and let us know your order number.
2、After receiving the return request, we will handle it within 1~3 working days, and instruct you to begin the return process.
Make sure the products are packed unused, undamaged and in original package, we will inspect the condition of the returned products.
3、Ship the item back: If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature.
4、Refund or exchange: we will inspect the item in 3-5 working days after received your return/exchange and then provide a replacement for exchange or issue a refund.
Return Charge
1、If the return is due to our problems (such as: incorrect products, quality problems of products, send wrong address), we will provide a full refund for you.
2、If the return is due to the buyer’s problem (such as: don’t like/want the item, ordered a wrong product/size, the postal address provided is incorrect or incomplete), the buyer should pay the freight.
3、No restocking fee to be charged to the consumers for the return of a product.
Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 5-7 working days.
If you haven’t received the refund within 5-7 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at support@vanstarlighting.com.
How to cancel an order?
1. When the product is not out of the warehouse, you can send a cancellation order. To cancel an order, please contact us at support@vanstarlighting.com. We will refund in full.
2. Once the product is out of the warehouse, we will not accept cancellation of the order.
Product Damage
If any part is damaged during shipping or if any defect is found during installation, we will replace that part free of charge.
About return address:
Please contact our customer service at support@vanstarlighting.com to get the return address.
Please feel free to contact us by email when you have any questions.
