Helix Chandelier
Shipping & Returns
We ship to multiple countries including the U.S., U.K., Canada, Australia, and New Zealand. For customized or out-of-stock items, we will notify you promptly, giving you the option to wait or cancel. Once your order has shipped, you will receive tracking information via email.
Return Conditions
- Products must be returned in their original condition and packaging to qualify for a refund.
- Returns related to manufacturing defects or incorrect items are fully refundable, including the return shipping costs.
- For returns based on customer preference, such as size or color changes, the customer is responsible for the return shipping costs.
- Items like light bulbs, products that have been installed, or those purchased during inventory sales are not eligible for returns.
Processing and Refunds
- Returns are processed within 3-5 business days upon receipt.
- Refunds are typically completed within 7-14 business days, depending on your bank’s processing time.
Exchanges and Cancellations
- Exchanges are treated similarly to returns and repurchases, but please note that customized items are not eligible for exchange or cancellation once processed.
For complete details and a step-by-step guide on how to return an item, please click Return and Refund Policy.
Custom Orders & Trade Program
Custom Orders
ToLights offers bespoke lighting tailored to your preferences. Customize existing products or design new ones with our skilled designers, ensuring a perfect fit for your space.
Key Points:
- Customization: Adjust specifications or design entirely new products.
- Terms: Custom items are backed by a 3-year warranty and require 8-10 weeks for delivery.
- Support: For assistance, contact us at support@tolights.com.
Learn more about custom orders.
Trade Program
ToLights offers an exclusive Trade Account for trade customers, providing tailored benefits and services to enhance your business purchasing experience.
Key Benefits:
- Discounts: Receive increasing discounts based on purchase size.
- Advanced Shipment: Benefit from pre-prepared shipment lists for seamless delivery.
- Extended Returns: Enjoy a 60-day return period, an extension from the standard 30 days.
- Complimentary Design Services: Get free design drawings to visualize projects.
- VIP Support: Access personalized customer service with a dedicated representative.
How to Apply:
Email your business details and requirements to support@tolights.com with the subject "Setup Trade Account".
Customization Services:
Our comprehensive service turns your lighting ideas into reality, ensuring affordability by eliminating middlemen.
For more details or to inquire, contact us via email at support@tolights.com.
Click here for more information on our Trade Program.
FAQ
Product Returns
Q: Can I return a lamp if I don’t like it?
A: Yes, you can return the product by shipping it to our designated address at your own expense. After we inspect and confirm the item is in its original condition, we will issue a refund minus the shipping costs.
To minimize potential issues, we provide photos and videos of the product before shipment. Please indicate your desire for this service when placing your order or contact customer support.
Price Guarantee
Q: What if I find the same item for a lower price elsewhere?
A: With Tolights' Low-Price Guarantee, don’t hesitate to purchase! If you find the same product advertised for less elsewhere within 30 days of purchase, contact us with proof, and we’ll match the price. This takes into account total costs including shipping and taxes and applies only to offers from authorized U.S. dealers. Exclusions apply.
Pricing and Business Model
Q: Why are your prices so competitive?
A: Since 2019, we have focused solely on online sales, cutting down overhead costs. Our products are sourced directly from our factories, enabling us to offer competitive prices while maintaining high quality.
Transaction Security
Q: Is my purchase secure?
A: Absolutely. Our website is hosted on Shopify, ensuring all transactions and personal details are secure. If you need to cancel an order or return an item, we will promptly refund your account.
Q: How can I cancel an order?
A: You can cancel your order by contacting us before it is shipped. Once an order is shipped, it cannot be canceled, but you may return the item once received.
Payment Methods
Q: What payment methods do you accept?
A: We accept credit cards, debit cards, and bank transfers.
Q: Can I use multiple discount codes on one order?
A: For large orders or custom projects, please contact us directly for exclusive discount information.
Shopping Guide
Q: How should I prepare when shopping for lighting?
A: Know your budget, gather design inspirations, and collect relevant fabric swatches or color chips. This will guide you in choosing the perfect lighting.
Technical Support
Q: How do I choose the right power supply?
A: Consider the application environment and total wattage needed based on the lighting you choose. We can also customize the power supply to meet specific requirements.
Q: Are your products UL listed?
A: Yes, all our products comply with UL standards, ensuring safety and quality.
Installation and Returns
Q: How should I install my new lights?
A: Each product comes with detailed installation instructions. For complex setups, we recommend hiring a professional electrician.
Q: How do I return an item?
A: To initiate a return, contact us with your order number and the issue. If approved, we will provide instructions and an address for returns. Refunds or exchanges are processed upon receipt and inspection of the returned item.
Warranty Information
Q: What does the warranty cover?
A: We offer a three-year warranty on our products, excluding bulbs. If you experience any issues, please contact us with details, and we will address them promptly.
If you have further questions, please contact us at support@tolights.com or call during our business hours from Monday to Saturday, 9 am to 6 pm (GMT-8).
