Return & Refund Policy

We want you to feel confident when ordering from Masuper Lighting. Please review the conditions below before requesting a return, exchange, replacement, or refund.

1. 30-Day Return Period

You may request a return or exchange within 30 days of delivery. To be eligible, the item must be unused, uninstalled, in its original condition and original packaging, and accompanied by valid proof of purchase.

Please keep all product packaging until you have inspected and tested the item. Returns sent without prior approval may be refused.

2. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If the product is damaged in transit, defective, or different from the item ordered, contact us promptly at info@masuperlighting.com.

Your claim should include:

  • Your order number
  • Clear photos or video showing the issue
  • Photos of the product packaging and shipping label
  • A brief description of the problem

After verification, we may provide replacement parts, a replacement product, or a refund as appropriate. Masuper Lighting will cover reasonable return shipping costs for approved claims involving transit damage, manufacturing defects, or an incorrect item.

3. Returns Due to Customer Preference

Eligible standard products may be returned within 30 days if you change your mind or the color, brightness, size, or style does not meet your preference. The item must remain unused, uninstalled, and in its original packaging.

For customer-preference returns, the customer is responsible for return shipping and handling costs. Original shipping charges, if any, are non-refundable.

4. Handcrafted Finishes and Product Variations

Some lighting products are handcrafted, hand-finished, or made with natural materials. Minor variations in color, texture, pattern, finish, or dimensions are normal characteristics and are not considered manufacturing defects.

Colors can also appear different because of screen settings, photography, and ambient lighting. Please review product dimensions and specifications carefully before ordering.

5. Non-Returnable Items

The following items are not eligible for return or refund unless they arrive damaged, defective, or incorrect:

  • Custom-made, personalized, modified, or bespoke lighting fixtures
  • Made-to-order items that have entered production
  • Products priced above USD 5,000
  • Light bulbs and consumable items
  • Items that have been installed, assembled, used, altered, or damaged after delivery
  • Items without the original packaging or proof of purchase

6. Order Cancellation

Orders may be canceled within 24 hours of purchase. Once an order has entered production, preparation, or shipping, cancellation may no longer be possible. Contact us immediately if you need to request a cancellation.

7. Return Authorization

All returns require approval before shipment. Do not send a product back without receiving return instructions from Masuper Lighting.

  1. Email info@masuperlighting.com with your order number and reason for the return.
  2. Include photos or video if the item is damaged, defective, or incorrect.
  3. Wait for approval and the correct return address and instructions.
  4. Package the item securely using its original packaging.
  5. Ship the item using a trackable service and retain the shipping receipt.

Items sent to an unauthorized or incorrect address may be refused and may not qualify for a refund.

8. Refund Processing

After the returned item is received, we will inspect it and notify you whether the refund has been approved. Approved refunds are issued to the original payment method within 10 business days after inspection.

Your bank or card provider may need additional time to post the refund. If more than 15 business days have passed since your refund was approved, please contact us.

9. Lost or Undelivered Orders

If tracking shows no delivery or your shipment appears lost, contact us with your order number. Verified shipments that remain lost or undelivered within 90 days of the order date may qualify for a replacement or refund.

10. Contact Us

For return, replacement, or refund assistance, email info@masuperlighting.com. Include your order number so we can assist you more quickly.

This policy does not limit any mandatory consumer rights that apply in your country or region.