At FURNOO London, your satisfaction is our priority. However, due to the nature, size, and specialized production of our lighting products, we operate under a specific non-discretionary return policy.

1. Categorization of Goods (Made-to-Order)

Please note that due to our specialized supply chain, the majority of the products listed on our website—specifically large-scale chandeliers, oversized fixtures, and bespoke items—are categorized as Made-to-Order. This means production begins specifically for your request. By completing your purchase, you acknowledge that these items are exempt from standard "change of mind" returns or aesthetic dissatisfaction claims once delivered in good condition.

2. Eligible Returns

We accept returns and offer replacements or refunds only if an item arrives:

• Damaged: Sustained physical damage during transit.
• Defective: Internal manufacturing or electrical faults.
• Incorrect: An item different from what was ordered.

3. Multiple Consignments & The 14-Day Rule

For orders containing multiple items that are delivered in separate shipments, the 14-day return notification period applies individually to each item.

• The return window begins on the specific delivery date of that item, not the date of the first shipment or the order date.
• Transit Damage: Must be reported within 48 hours of that specific item's delivery to facilitate courier claims.

4. Mandatory Documentation

To initiate a return request, the following must be submitted to our support team within the 14-day window:

1. Clear photos showing the specific damage or defect.
2. Wide-angle photos showing the full product.
3. Clear photos of the shipping label visible on the original packaging.
4. A written explanation of the issue.

⚠️ Return requests submitted without complete and clear documentation will be declined.

5. Condition of Returned Items

To be eligible for a return after approval, items must be:

• Unused and never installed (items that have been wired, cut, or mounted cannot be returned).
• In their original packaging with all protective components intact.
• Returned via our authorized logistics partners after technical review.

6. Processing & Refunds

Once the item is received and inspected by our Quality Control team:

• Approved returns will be refunded to the original payment method.
• Shipping Costs: For defective or damaged items, FURNOO London covers the return shipping. For any other exceptional returns approved at our discretion, the customer is responsible for return shipping and restocking fees.

Thank you for choosing FURNOO London.