Returns & Exchanges
Every Lamp & Glow piece leaves our atelier examined by hand, and we expect it to arrive exactly as it left us. If it does not — or if a piece simply isn’t right for your space — we will put it right. The terms below explain precisely how that works, so there are no surprises on either side.
1.The 14-day window
You may request a return within 14 days of delivery. Beyond that window our lifetime guarantee continues to protect the wood and craftsmanship — but returns and exchanges close at day fourteen.
2.The condition we ask for
A returned piece must be unused, undamaged, and in its original packaging, with proof of purchase. We are returning it to the standard of a new piece; it must come back to us in one.
3.How to begin
Write to support@lampandglow.com or message +92 302 0521000 on WhatsApp with your order number and, if relevant, photographs. We confirm the return, give you the return address and instructions, and stay with you until it is resolved. Please do not ship anything back before we have confirmed the return — unconfirmed shipments cannot be tracked into our process.
4.Change-of-mind returns
If a piece is simply not right for you, we accept the return within the 14-day window on two honest terms: return shipping is paid by you, and a 15% restocking fee applies to the refund.
We ask this openly rather than hiding it in fine print. Each of our pieces is made by hand, in small numbers; a returned piece must travel back, be unpacked, inspected joint by joint, restored to perfection and re-homed. The fee reflects that work — it is how we protect the craft without inflating prices for everyone else.
5.Refunds
Once your piece reaches our atelier and passes inspection, the refund is issued within 10–14 days to your original payment method. For international payments, your bank or payment provider then applies its own standard processing time before the amount appears — that final stage is theirs, not ours, and we will always send you confirmation the moment the refund is initiated. Cash-on-Delivery orders are refunded by bank transfer.
6.Damaged, defective, or our error
If a piece arrives damaged, arrives with a fault, or is not what you ordered, the terms above do not apply — we make it right at no cost to you, with a replacement or repair as set out in our Warranty.
For transit damage, tell us within 48 hours of delivery, with photographs and — wherever possible — an unboxing video and the delivery box itself. This evidence is what allows us to hold the carrier to account and resolve your case without argument.
7.Made-to-order pieces
A made-to-order piece of a design listed in our store — made for your order, but to our standard specification — is covered by this policy exactly like an in-stock piece, within the same 14-day window and on the same terms.
8.Custom & personalised pieces
A customised piece — altered dimensions, a chosen colour or finish, a bespoke design — exists only because you asked for it, and only for you. It cannot be unsold. For that reason, custom and personalised pieces are final sale: they cannot be returned or exchanged, except where they arrive damaged or with a defect (clause 6). Every commission is confirmed with you in writing before work begins.
9.Signature editions
Signature pieces are limited editions and one-of-one works; they are final sale. The single exception is verified transit damage, reported within 48 hours with the evidence described in clause 6 — in that case we resolve it as a warranty matter, with a repair or, where the edition allows, a replacement.
10.Exchanges
We are always open to an exchange — a different size, a different wood, a change of colour. Begin the same way as a return (clause 3) within the 14-day window; any price difference is settled at the time, and where the exchange involves customisation work, that work is quoted and charged before it begins.
11.Contact
support@lampandglow.com · WhatsApp +92 302 0521000. Talk to us first — nearly everything is resolved with a single message.
