Return & Exchange Policy
Non-Quality Related Returns
We understand that sometimes a product may not meet your expectations. In such cases, our team will do our best to help you find a suitable solution.
Submission Deadline: Requests must be submitted within 7 days of the delivery date (based on the carrier’s tracking information).
Your Responsibilities:
Product Condition: Ensure the item is unused, unmounted/unassembled, and remains in brand-new condition.
Original Packaging: You must retain and use the original packaging for the return (Mandatory).
Information Required: Please provide your Order Number and a brief reason for the return.
Photo & Video Requirements: To confirm eligibility for a return, please upload photos or videos showing the current condition of the product:
Unopened Packages: Simply provide a photo of the exterior shipping box.
Opened (Product not removed): Keep the product inside the box and provide a photo of the internal placement.
Product Removed: Provide clear, full-view photos or a video of the product to show its condition.
Our Service: Once the returned item is received and inspected, we will process your refund based on your preference and the actual condition of the product.
Associated Costs:
Return Shipping & Handling: For returns not related to quality issues, a fee of 30% of the total order amount may be charged to partially offset the costs of shipping and handling.
Repackaging Fee: If the original packaging is missing or unusable, a $59 repackaging fee will be applied.
Non-Quality Related Exchanges
We understand that sometimes a product may not meet your expectations. In such cases, our team will do our best to help you find a suitable solution.
Submission Deadline: Requests must be submitted within 15 days of the delivery date (based on the carrier’s tracking information).
Your Responsibilities:
Product Condition: Ensure the item is unused, unmounted/unassembled, and remains in brand-new condition.
Original Packaging: You must retain and use the original packaging for the return (Mandatory).
Information Required: Please provide your Order Number and a brief reason for the exchange.
Photo & Video Requirements: To confirm eligibility for an exchange, please upload photos or videos showing the current condition of the product:
Unopened Packages: Simply provide a photo of the exterior shipping box.
Opened (Product not removed): Keep the product inside the box and provide a photo of the internal placement.
Product Removed: Provide clear, full-view photos or a video of the product to show its condition.
Our Service: Once the returned item is received and inspected, we will process your refund or arrange for an exchange based on your preference and the actual condition of the product.
Associated Costs:
Shipping & Handling Fees: For exchanges not related to quality issues, a fee of 20% of the total order amount may be charged to partially offset the costs of return shipping and handling.
Repackaging Fee: If the original packaging is missing or unusable, a $59 repackaging fee will be applied.
Shipping Damage
If your item arrives damaged, we will work closely with you to resolve the issue.
Submission Deadline: Please contact us within 7 days of the delivery date (based on the carrier’s tracking information). This allows us to file a timely claim with the carrier and provide you with the best possible solution.
What You Need to Do:
Provide Details: Please include your Order Number and a brief description of the issue.
Upload Visual Proof: Provide clear photos or videos showing the specific damage to the product as well as the condition of the outer packaging.
Retain Packaging: Keep all original packaging materials. This is essential for our verification process and to arrange secure return shipping if necessary.
Multiple Items: If multiple items are damaged, please provide a single photo showing all damaged goods together, or a video clearly demonstrating all issues.
Our Solutions (Evaluated on a case-by-case basis):
Free Replacement Parts: We can send replacement components at no cost, and/or
Free Reshipment: We can ship a brand-new replacement product to you for free, and/or
Product Exchange: You may choose an alternative product of equal value, and/or
Full or Partial Refund.
Our customer service team will review your case with you and recommend the most effective options so you can choose the solution that best fits your needs.
Your Cost: $0
Important Notice regarding Unauthorized Repairs: Please do not arrange for independent repairs without our explicit authorization. Hushwing will not reimburse any repair costs incurred without our prior written approval.
Wrong Item Received (Wrong Shipment)
Submission Deadline: Please contact us within 7 days of the delivery date (based on the carrier’s tracking information).
What You Need to Do:
Provide Details: Please provide your Order Number and a brief description of the issue.
Upload Visual Proof: Provide clear photos or videos showing the incorrect item received and the condition of the outer packaging.
Label Verification: Please upload clear photos of all shipping labels on the exterior of the package (this is essential for warehouse verification).
Retain Packaging: Keep all original packaging materials so we can verify the issue and arrange for potential return shipping.
Our Solutions:
Free Reshipment of Parts: We will send the correct components at no cost, and/or
Free Reshipment of Products: We will send the correct full product at no cost, and/or
Product Exchange: You may choose an alternative product of equal value (based on your preference), and/or
Free Pickup: We will arrange for a carrier to collect the incorrect item at no cost to you, and/or
Full Refund.
We will discuss these options with you to ensure you select the solution that best fits your needs.
Handling the Incorrect Item: Once our customer service team has reviewed and confirmed the case, we will notify you whether you may discard the incorrect item, keep it, or if it needs to be held for a scheduled carrier pickup. Please do not discard the incorrect item before verification is complete, as doing so may affect your final refund eligibility.
Your Cost: $0
Missing Parts or Items
Submission Deadline: Please contact us within 7 days of the delivery date (based on the carrier’s tracking information).
What You Need to Do:
Provide Details: Please provide your Order Number and a brief description of the missing item(s).
Upload Visual Proof: Provide clear photos or videos showing the contents of the package and the condition of the outer packaging.
Retain Packaging: Keep all original packaging materials so we can verify the issue.
Layout for Verification: If any parts or accessories are missing, please remove all received items and spread them out in a single, clear layout photo (refer to our example image). Please also include photos of the exterior shipping box and the shipping label. This helps us accurately identify exactly which components are missing.
Our Solutions:
Free Reshipment of Parts: We will send the missing components at no cost, and/or
Free Reshipment of Products: We will send the complete correct product at no cost, and/or
Product Exchange: You may choose an alternative product of equal value (based on your preference), and/or
Full or Partial Refund.
Your Cost: $0
Quality Warranty
Hushwing is committed to excellence. Our products are crafted with premium materials and undergo rigorous quality inspections to ensure they meet the high standards we set for your living space.
1. Warranty Period We offer a 2-year limited warranty on all lighting fixtures, effective from the date of delivery. This warranty covers manufacturing defects in materials and workmanship.
2. What is Covered
Electrical Components: Defects in internal wiring, lamp sockets, and integrated LED modules.
Structural Integrity: Issues with metal frames, mounting hardware, or structural joints.
Surface Finish: Significant peeling or discoloration of metal finishes under normal indoor conditions.
3. Artisan & Natural Material Disclaimer The following are considered unique characteristics of handcrafted products and natural materials and are not classified as quality defects:
Natural Variations: Textures or patterns in components made from natural materials (e.g., capiz shells, wood, alabaster, marble, or jade) that do not meet personal aesthetic expectations.
Hand-Applied Finishes: Minor irregularities in hand-brushed metal finishes.
Handcrafted Deviations: Slight dimensional deviations inherent to the manual production process.
Blown Glass: Tiny air bubbles or minor imperfections in hand-blown glass.
4. What is Not Covered
Improper Installation: Damage caused by incorrect electrical connections or improper mounting.
Modifications: Any damage resulting from unauthorized repairs or structural alterations.
Environmental Factors: Corrosion caused by salt spray, high humidity, or exposure to corrosive chemicals.
Consumables: Light bulbs (e.g., E26, E14, G9, etc.) are not covered under this warranty.
Normal Wear & Tear: Natural oxidation of brass or copper finishes over time.
5. How to Claim If you encounter a quality issue, please contact us at official@hushwing-store.com with the following:
Your Order Number.
A clear description of the defect.
Photos or videos showing the specific issue and the overall installation.
Our Solutions: Depending on the nature of the defect, we will provide:
Free Replacement Parts: (e.g., a new driver, socket, lampshade, etc.).
Product Replacement: If the item is deemed non-repairable.
Technical Support: Guidance for your electrical team to resolve the issue.
