Policy Overview
- Ready-stock orders may usually be cancelled before dispatch, subject to order status and payment gateway settlement.
- Made-to-order and custom products may be cancelled only within a limited window before procurement or production starts, and committed costs may be deducted.
- Damaged, wrong, or missing products must be reported promptly with photographs, packaging images, and an unboxing video wherever possible.
- Approved refunds are processed after verification and inspection, normally to the original payment method within stated banking and gateway timelines.
Scope of This Policy
This policy applies to products purchased from Royace Lighting, including decorative lights, chandeliers, pendant lights, wall lights, table lamps, ceiling lights, custom lighting, spare parts, accessories, and related order services. It should be read together with our Terms & Conditions, Shipping & Delivery Policy, Privacy Policy, invoice, quotation, and product-specific terms.
Order Categories and General Rules
| Order Type | Meaning | Cancellation and Refund Position |
|---|---|---|
| Ready-stock products | Products available for quality check and dispatch from our inventory or confirmed supplier inventory. | Cancellation may be accepted before dispatch. Returns may be considered as stated in this policy. |
| Made-to-order products | Products manufactured, assembled, finished, imported, or procured after your order confirmation. | Cancellation and refund eligibility is limited once procurement, production, finishing, or reservation begins. |
| Custom or bespoke products | Products modified or designed for your specifications, site, finish, size, colour, height, wiring, or project requirement. | Generally non-cancellable and non-returnable after approval, advance payment, procurement, or production commencement. |
| Clearance, sale, or final-sale products | Products sold at special pricing, liquidation pricing, display condition, or limited warranty terms. | Return and cancellation may be restricted and will be governed by the product page or written sale terms. |
Cancellation by Customer
Before Order Confirmation
If payment is initiated but order confirmation is not issued because payment failed, stock is unavailable, or fulfilment is not possible, any amount received by us will be refunded after payment gateway reconciliation.
Ready-Stock Products
Cancellation requests for ready-stock products should be raised as early as possible and preferably within 24 hours of order placement. If the product has not been packed, handed to a courier, dispatched, or reserved under a special arrangement, we may approve cancellation and initiate a refund after deducting applicable non-refundable charges, if any.
Made-to-Order and Custom Products
Made-to-order and custom products may be cancelled only if the request is received before design approval, material procurement, production scheduling, finishing, import booking, supplier confirmation, or any other committed cost. Once work has started, cancellation may be declined or eligible refund may be reduced by committed costs, design charges, labour, material, payment gateway charges, logistics charges, and taxes where applicable.
To request cancellation, contact inquiry@royace.in or +91 98916 19199 with your order ID, payment reference, registered phone number, and reason for cancellation.
Cancellation by Royace Lighting
We may cancel an order if payment is not verified, product availability changes, the product fails quality inspection, delivery location is not serviceable, pricing or catalogue information contains an error, customer information is incomplete, suspected fraud or misuse is detected, or fulfilment becomes commercially or legally impracticable.
If we cancel an eligible order after receiving payment and before delivery, we will initiate a refund for the amount received, subject to deductions required by law, payment gateway rules, or agreed non-refundable charges.
Return Eligibility
Lighting products are fragile, installation-sensitive, and often finish-specific. Return eligibility is therefore limited. A return request does not automatically mean the return is accepted. Approval depends on order type, product condition, original packaging, installation status, and verification by our team.
- Ready-stock products may be considered for return within 7 days of delivery only if they are unused, uninstalled, undamaged, complete with all accessories, and packed in original packaging, unless the product page marks them non-returnable.
- Wrong product, defective product, shortage, or transit-damaged product must be reported within 48 hours of delivery with supporting evidence.
- Made-to-order, custom, bespoke, modified, imported-on-order, clearance, final-sale, installed, assembled, altered, used, or damaged-after-delivery products are not eligible for change-of-mind returns.
- Bulbs, LED strips, drivers, consumables, spare crystals, special-order parts, installation services, design consultation charges, shipping charges, packaging charges, and convenience fees may be non-refundable unless required by law or expressly agreed in writing.
Damaged, Defective, Wrong, or Missing Products
If a product is received damaged, defective, wrong, or with missing parts, you must notify us within 48 hours of delivery. For fragile products, we strongly recommend recording a continuous unboxing video from sealed package condition until product inspection.
- Do not install, assemble, alter, repair, discard packaging, or use the product until our team has reviewed the issue.
- Share order ID, invoice copy, outer packaging photographs, inner packaging photographs, product photographs, close-up damage photographs, and unboxing video where available.
- Our team may ask for additional information, remote inspection, courier inspection, reverse pickup, or product return before approving replacement, repair, spare part dispatch, or refund.
- Claims reported after installation, use, disposal of packaging, or expiry of the reporting window may be rejected if damage cannot be verified as transit or manufacturing-related.
Return Pickup, Packing, and Inspection
Approved returns must be packed securely in original packaging with all accessories, manuals, screws, brackets, canopies, chains, crystals, drivers, and invoice copy. If original packaging is unavailable or inadequate, we may decline pickup or ask you to arrange safe packing at your cost.
Returned products are inspected after receipt. Refund, replacement, or repair may be denied or reduced if the product is found used, installed, incomplete, altered, damaged due to customer handling, damaged due to improper repacking, or different from the product originally supplied.
Refund Method and Timelines
Approved refunds are initiated after cancellation approval, return inspection, damage verification, or payment reconciliation, as applicable. Refunds are usually processed to the original payment method used for the transaction unless another legally permitted method is required.
| Refund Situation | Typical Initiation Timeline | Credit Timeline After Initiation |
|---|---|---|
| Cancelled before dispatch | 3 to 7 business days after approval and payment reconciliation | As per bank or payment gateway, usually 5 to 10 business days |
| Returned product after inspection | 3 to 7 business days after product passes inspection | As per bank or payment gateway, usually 5 to 10 business days |
| Damaged or wrong product claim | After verification, reverse logistics, repair, replacement decision, or inspection | As per bank or payment gateway timelines |
| Failed or duplicate payment | After gateway confirmation and settlement report | As per bank or payment gateway timelines |
Replacement, Repair, and Store Credit
Depending on product condition, availability, and nature of the issue, we may offer spare parts, repair support, replacement, equivalent product, store credit, or refund. For custom and made-to-order products, repair or replacement of the affected part may be preferred over full refund where commercially reasonable.
Warranty Limitations
Warranty coverage, if any, is product-specific and applies only to manufacturing defects expressly covered in the invoice, product page, warranty card, or written confirmation. Warranty does not cover bulbs and consumables unless stated, normal wear, finish ageing, handcrafted variations, glass differences, accidental breakage, improper installation, incorrect wiring, voltage fluctuation, water exposure, unauthorised repairs, misuse, or damage caused by third-party handling.
Chargebacks and Payment Disputes
If you raise a payment dispute or chargeback with your bank or payment provider, we may share order confirmations, invoices, delivery proof, communication records, product images, refund records, and policy terms with the bank, gateway, or dispute-resolution authority. Please contact us first so that we can attempt a faster resolution.