Refund policy

Refund Policy Last updated on April 11, 2026

At Rossolighting, your satisfaction is important to us. If something is not right with your order, please contact us and review our return and refund policy below before starting a return.

1. Return Eligibility

To be eligible for a return, the following conditions must be met:

  • The item must be unused, not installed, and returned in its original packaging with all tags and components intact.
  • The item must be a standard retail product.
  • The return request must be approved by Rossolighting before the item is shipped back.

Non-Returnable Items: For quality control and safety reasons, we cannot offer returns or refunds for the following items unless they arrive damaged, defective, or incorrect:

  • Items that have already been installed, assembled, modified, used, or damaged after delivery.
  • Custom-made, made-to-order, or personalized lighting fixtures.
  • Clearance items marked as "Final Sale" or "Non-returnable".
  • Gift cards.

2. Return Window

Return requests must be submitted within 30 days of delivery. Requests made after this 30-day window will not be accepted.

3. How to Start a Return and Return Address

Please follow these steps to initiate a return:

  1. Contact us by email at support@rossolighting.com within the 30-day return window.
  2. Include your order number, the name or SKU of the item you wish to return, the reason for the return, and clear photos of the item and its packaging.
  3. Our team will review your request and respond within 1-2 business days.
  4. Once your return is approved, we will provide you with an RMA (Return Merchandise Authorization) number and return instructions.

Return Address: All approved physical returns must be sent to our return processing facility in China at the following address: Room 221, 2nd Floor, Building B, Oriental Pearl Commercial Building, 30 Xinxing Middle Road, Guzhen Town, Zhongshan City, Guangdong Province 528421, China.

Please do not return items to any other address or to the original sender's address without prior authorization. Returns sent without approval or to the wrong address may be lost and may prevent us from processing your refund.

4. Alternative Resolutions

Because international return shipping to our China facility can be costly and time-consuming, we may offer alternative resolutions to help resolve your issue without a physical return. These options are voluntary. If your item is eligible for return, you may still choose to return it for a refund after approval.

  • For Minor Issues or Change of Mind: If the item is fully functional but does not meet your expectations, we may offer a partial refund. If you accept this option, you may keep the item and we will refund an agreed portion of the purchase price to your original payment method.
  • For Damaged, Defective, or Incorrect Items: Please contact us within 10 days of delivery with your order number and clear photos or videos of the issue. After verification, we will arrange replacement parts, a replacement fixture, or a full refund depending on the issue. In most approved damage, defect, or incorrect-item cases, you do not need to return the item to China.

5. Shipping Costs for Physical Returns

  • Non-Defective Returns: For eligible returns due to change of mind, wrong size chosen, the item not being as expected, or other personal reasons, customers are responsible for international return shipping costs to China.
  • Damaged, Defective, or Incorrect Items: If your claim is approved, Rossolighting will provide replacement parts, a replacement fixture, or a refund depending on the issue. In most approved cases, a physical return to China is not required.
  • We strongly recommend using a trackable shipping service for physical returns. Rossolighting is not responsible for lost or undelivered return packages sent by the customer.

6. Refunds

  • Once we receive and inspect your returned item at our facility, your refund will be processed to the original payment method within 5-10 business days.
  • If a refund is approved for a damaged, defective, or incorrect item that does not need to be returned, the refund will be processed within 5-10 business days after the claim is approved.
  • If the returned item does not meet our return conditions, such as being used, installed, damaged after delivery, or missing original packaging or components, we will contact you regarding available options. The return may be rejected.
  • Original shipping fees, including expedited shipping fees if applicable, are non-refundable unless the return is due to our error or an approved product issue.

7. Restocking Fees

We do not charge restocking fees for approved returned items.

8. Exchanges

We do not offer direct exchanges at this time. If you wish to receive a different item, please return the original product for a refund after approval and place a new order separately.

9. Order Cancellation

  • Before Fulfillment: You may cancel your order for a full refund if you contact us within 24 hours of placing the order, provided the item has not entered production, customization, fulfillment, or shipping.
  • After Fulfillment or Shipping: Once your order has entered production, customization, fulfillment, or has been handed over to the carrier, it cannot be canceled. You may request a return after delivery if the item is eligible under this policy.

Contact Us

If you have any questions about the return or refund process, please contact our support team:

Email: support@rossolighting.com

Business Address: Room 221, 2nd Floor, Building B, Oriental Pearl Commercial Building, 30 Xinxing Middle Road, Guzhen Town, Zhongshan City, Guangdong Province 528421, China.

Business Hours: Mon - Fri, 9:00 AM - 6:00 PM (GMT+8)

We are committed to making your experience with Rossolighting as smooth and clear as possible. Thank you for choosing us to light up your space.