Refund Policy

RETURN & REFUND POLICY

Last updated: July 10, 2026

We want you to understand the return process before ordering, especially for made-to-order, customized, fragile, and oversized products. Please review this policy carefully and contact our Design Concierge if you have questions about a product’s return eligibility.

30-DAY ELIGIBLE RETURN WINDOW

Eligible products may be returned within 30 calendar days after delivery. A return must be requested and authorized within that period.

A 30-day return window does not mean that every product is returnable or that return shipping is free. Eligibility, condition requirements, exclusions, and shipping responsibilities are described below.

RETURN ELIGIBILITY

To qualify for an approved return, a product must generally be:

• Returned within 30 calendar days after delivery
• Unused and uninstalled
• Unaltered and undamaged after delivery
• Complete with all parts, hardware, accessories, manuals, and protective materials
• Securely packed in its original packaging
• Authorized by Fullstarlighting before shipment

Fullstarlighting may request photographs or video before issuing return instructions.

NON-RETURNABLE PRODUCTS

The following products are generally not eligible for a customer-choice return:

• Customized, personalized, or made-to-order products
• Products for which production or customization has begun
• Installed, assembled, wired, mounted, modified, or used products
• Products damaged after delivery through handling, installation, misuse, or inadequate repacking
• Bulbs and other consumable items
• Final-sale, clearance, or otherwise identified non-returnable products
• Products missing original packaging, parts, hardware, or accessories
• Products returned without authorization

These exclusions do not limit remedies that may be required by applicable law for an incorrect product, verified shipping damage, or a covered defect.

NATURAL MATERIALS AND HAND-APPLIED FINISHES

Wood, stone, leather, glass, crystal, metal, fabric, and hand-applied finishes may display expected variations in grain, veining, color, texture, shape, or tone. These natural or crafted variations are not normally considered defects and are not, by themselves, grounds for a defect return.

HOW TO REQUEST A RETURN

Before sending any product, email support@fullstarlighting.com with:

• Your order number
• The product you wish to return
• The reason for the return
• Photographs of the product and packaging
• Photographs or video showing any reported issue

If the return is approved, our team will provide the return address, recipient details, packaging instructions, and any other requirements.

Do not send a return to our Boulder business address or any address shown on a shipping label unless our team specifically authorizes that address in writing. Unauthorized returns may be refused and may not qualify for a refund.

RETURN PACKAGING

Approved returns must be securely packed in their original packaging with all protective materials, parts, hardware, and accessories.

Before shipping, photograph the product, the inside of the package, and the sealed outer package. We recommend using a traceable and insured shipping service suitable for the product’s value, size, and fragility.

RETURN SHIPPING COSTS

CUSTOMER-CHOICE RETURNS

If a return is caused by customer preference, an ordering mistake, incorrect measurements, an incomplete or incorrect address, refusal of delivery, inability to fit the product through the delivery path, or another reason not caused by Fullstarlighting, the customer is responsible for:

• Return shipping and insurance
• Any carrier pickup, storage, redelivery, or return-to-sender fees
• The actual outbound shipping cost originally paid by Fullstarlighting to deliver the order, which may be deducted from the refund even when standard shipping was presented as complimentary at checkout

Fullstarlighting does not charge a separate restocking fee on an approved eligible return under this policy.

FULLSTARLIGHTING ERROR, VERIFIED SHIPPING DAMAGE, OR COVERED DEFECT

If the return is caused by an incorrect product sent by Fullstarlighting, verified shipping damage, or a verified covered defect, Fullstarlighting will determine and cover the approved remedy. Depending on the circumstances, the remedy may include troubleshooting, replacement parts, repair support, replacement, return, or refund.

Do not arrange return shipping for a damaged or defective item until our team provides instructions.

INSPECTION AND REFUND

After an authorized return is received, we will inspect the product and packaging. A refund may be reduced or denied if the product is used, installed, altered, incomplete, damaged after delivery, inadequately packed, or otherwise does not meet the approved return conditions.

For an approved refund, Fullstarlighting will issue the refundable amount to the original payment method, less any disclosed deductions permitted by this policy.

We generally process approved refunds within 10 business days after inspection. Your bank or payment provider may require additional time to post the funds to your account.

Original express-shipping charges, White Glove fees, installation fees, storage fees, redelivery fees, and other completed optional-service charges are not refundable unless the service failure was caused by Fullstarlighting or applicable law requires otherwise.

ORDER CHANGES AND CANCELLATIONS

Contact us as soon as possible if you need to change or cancel an order.

An order that has not entered processing, production, customization, packing, or shipment may be canceled for a full refund.

Once processing, production, customization, or packing has begun, changes or cancellation may no longer be available. Customized and made-to-order products cannot normally be canceled after production begins.

Once an order has shipped, it cannot be canceled. If eligible, it may be handled as a return after delivery under this policy.

EXCHANGES

We do not process direct exchanges. An eligible product may be returned after authorization, and a new order may be placed for the replacement product.

DAMAGED, MISSING, OR INCORRECT ITEMS

Inspect your order promptly after delivery and keep all original packaging.

If an item arrives damaged, incomplete, or incorrect, contact us promptly, preferably within 48 hours. Include your order number and photographs of the product, packaging, shipping label, and visible issue.

Prompt reporting helps us document carrier damage and resolve the claim efficiently. A delayed report may affect the available carrier claim, but this reporting request does not waive rights that cannot legally be waived.

WARRANTY CLAIMS

Issues reported outside the return window may be reviewed under the 3-Year Limited Warranty when applicable. Warranty coverage and return eligibility are separate.

CONTACT US

Email: support@fullstarlighting.com
Phone: +1 (971) 379-7567

Messages may be submitted online at any time. Our team responds Monday–Friday, 9:00 AM–7:00 PM Pacific Time.