Returns & Exchanges

Sometimes a fixture doesn't work the way you expected. Maybe the scale is off, the finish isn't quite right for your space, or you just changed your mind. It happens — and we make returns straightforward.

The Basics

You have 30 days from the date of delivery to request a return. The item must be uninstalled, unused, and in its original packaging with all parts, hardware, and documentation included.

Once we receive and inspect the returned item, we'll issue a refund to your original payment method. Most refunds are processed within 5–10 business days after the item reaches the warehouse.

A 15% restocking fee applies to all standard returns. This covers the cost of inspecting, repackaging, and restocking the product with the manufacturer.

How to Start a Return

Reach out to us by phone or email with your order number and the reason for your return. We'll issue a Return Authorization (RA) number and send you instructions on where and how to ship the item back.

Don't send anything back without an RA number — returns that arrive without authorization may be refused or delayed.

Who Pays for Return Shipping?

For standard returns (you changed your mind, the item didn't work in your space, etc.), return shipping is the customer's responsibility. We recommend using a trackable shipping service and insuring the package — we can't be responsible for items lost or damaged during the return shipment.

If we made an error — wrong item, missing parts, or a defective product — we'll cover return shipping and get you a replacement or full refund at no cost to you.

Exchanges

Want a different finish or size instead of a refund? Contact us and we'll help you set up an exchange. We'll process the return and place a new order for the replacement item. Depending on the price difference, we'll charge or refund the balance.

Damaged or Defective Items

If your order arrives damaged or defective, contact us within 48 hours of delivery. Include photos of the damage — both the product and the outer packaging. We'll arrange a replacement or full refund, and we'll handle the shipping.

Do not install a damaged fixture. Once a product has been installed, it's much harder to resolve a damage claim with the carrier or manufacturer.

What Can't Be Returned

There are a few exceptions — these items are final sale:

• Custom, special order, or made-to-order products
• Items that have been installed, assembled, wired, or modified in any way
• Light bulbs, replacement parts, glass shades, and accessories
• Clearance and final sale items
• Items returned without original packaging or missing components
• Items returned after 30 days

If you're unsure whether something qualifies for return, ask us before you order. We'd rather help you pick the right product upfront than deal with a return later.

Cancellations

Need to cancel an order? If it hasn't shipped yet, we can usually cancel it — just contact us as soon as possible. Once an item has shipped, it falls under our standard return policy.

Some made-to-order items may not be eligible for cancellation once production has started. We'll let you know the status when you call.

Questions?

Phone: 888-222-0906
Email: support@tessalume.com
Hours: Monday – Friday, 9 AM – 6 PM Eastern