Refund policy
Last Updated: January 13, 2026
At Lorolight, ensuring your satisfaction with our lighting products is paramount. Our return and refund policy aims to provide transparency and clarity. We accept returns and exchanges under specific conditions: products must be new, unused, and in their original, uninstalled condition. This includes all packaging materials, accessories, manuals, and installation components. Items showing signs of installation, alteration, or physical damage are generally ineligible for return unless deemed defective upon inspection. Custom or special-order items cannot be returned unless found defective upon receipt. Light bulbs and LED strips are eligible for return only if they are unused and unopened.
Requests for returns or exchanges must be made within 90 days of delivery. After this period, we regret that we cannot accept returns, refunds, or exchanges. To initiate a return or exchange, please contact our customer service team at help@lorolight.com, providing your order number and reason for return. Once approved, a return shipping label will be provided via email. Please ensure the item is securely packaged in its original box to prevent damage during transit.
All returns must be shipped via mail; we do not accept in-store returns or drop-offs. Lorolight covers the full cost of return shipping, and no restocking fees apply. Refunds will be processed to your original payment method within 5 business days of receiving and inspecting the returned item. Please note that all refunds are issued in United States Dolllar (USD); if you made your purchase in another currency, your bank may apply conversion rates or fees beyond our control. A confirmation email will be sent once your refund is processed.
Damaged, Defective, or Incorrect Items
If your lighting product arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery, attaching clear photos and your order number. We will promptly arrange for a free replacement or return shipping, ensuring minimal inconvenience to you.
Order Cancellation
Within 48 Hours of Placement
You may cancel your order free of charge within 48 hours of purchase, provided the order has not yet entered production or fulfillment. To cancel, email us at help@lorolight.com with your order number.
Expedited, Express, or Rush-Shipping Orders
Because these orders enter our expedited fulfillment queue immediately upon payment, cancellation may not be possible even within the 48-hour window. Any expedited shipping upgrade fee is non-refundable once the order has entered the expedited fulfillment queue, even if cancellation is otherwise approved.
After 48 Hours, Before Shipment
If production has begun but the item has not yet shipped, cancellation may still be possible, but reasonable handling, production, and logistics costs will be deducted from any refund. The exact deduction will be confirmed before it is applied.
After Shipment
Once an order has been dispatched to the carrier (including loading into shipping containers for sea freight or handoff for air freight), cancellation is no longer possible. Please wait to receive the item and, if you no longer want it, follow the standard return process described above.
Refused Delivery / Forced Cancellation After Shipment
If you refuse delivery of a shipped order, or force a cancellation after the item has been dispatched, the outbound shipping and return-to-origin costs actually incurred will be deducted from your refund. We do not charge a restocking fee. We strongly recommend contacting us to discuss any concerns before refusing a delivery.
Return address and contact info:
Store Name: Lorolight
Email: help@lorolight.com
Tel: +86 13420366973
Address: No. 179, Chang'an North Road, Henglan Town, Zhongshan,Guangdong,China
Operating Hours: Monday - Friday 9:00 am - 6:00 pm (GMT+8)
Our dedicated support team is ready to assist you with any questions about products, orders, or general inquiries. Reach out to us via email or our website contact form, and we'll respond promptly within two business days.