Last updated: 29 May 2026
At Regal Rays, we want you to be fully satisfied with your purchase. This Return Policy explains how returns work for chandeliers, lamps, and premium lighting products purchased from our online store.
Please read this policy carefully before placing an order.
- Return Period
You may request a return within 14 days after receiving your order, unless an exception applies.
To start a return, please contact us by email before sending the item back:
Please include your order number, full name, product name, delivery address, and reason for return.
- Conditions for Return
To be eligible for return, the product must be:
unused;
uninstalled;
in its original condition;
complete with all parts, fittings, accessories, manuals, and protective materials;
packed safely in the original packaging where possible.
Luxury chandeliers and lighting products are fragile. They may include crystal, glass, metal, decorative fittings, and electrical components. For this reason, returned items must be packed carefully to prevent damage during transport.
- Products That Cannot Be Returned
We may be unable to accept a return if:
the product has been installed;
the product has been used;
the product has been damaged after delivery;
the product is missing parts or accessories;
the original packaging has been discarded and the item cannot be returned safely;
the item was custom-made, personalised, or specially ordered for you;
the return request is made outside the return period.
This does not affect your legal rights if the product is faulty, damaged, or not as described.
- How to Start a Return
To request a return, please email:
Your email should include:
order number;
full name;
email address;
phone number;
product name;
reason for return;
photos of the product and packaging, if the item is damaged, faulty, or incorrect.
After reviewing your request, we will provide return instructions.
Please do not send any product back before receiving return instructions from us.
- Return Shipping
If you are returning an item because you changed your mind, you may be responsible for the return shipping cost, unless otherwise stated.
If the item is faulty, damaged, incorrect, or not as described, please contact us first. We will review the issue and confirm the return process.
Large chandeliers and delicate lighting products may require insured courier delivery or special handling. We recommend using a tracked and insured return service.
- Damaged or Faulty Items
If your item arrives damaged, faulty, incomplete, or incorrect, please contact us as soon as possible.
Please send:
your order number;
photos of the damaged or incorrect item;
photos of the outer packaging;
photos of any damaged parts;
a short description of the issue.
Please keep all original packaging until the issue has been reviewed.
Depending on the case, we may offer:
replacement part;
replacement product;
repair solution;
return and refund;
partial refund, where appropriate.
- Inspection of Returned Items
Once we receive your returned item, we will inspect it.
If the product meets the return conditions, we will approve the return and process the next step.
If the item has been used, installed, damaged, returned incomplete, or packed incorrectly, we may refuse the return or offer only a partial refund where allowed.
- Refund After Return
If your return is approved, your refund will usually be issued to the original payment method.
Refunds are normally processed after the returned item has been received and inspected.
Please allow additional time for your bank, card provider, or payment service to show the refund in your account.
- Exchanges
If you would like to exchange a product for another chandelier or lighting item, please contact us first.
Exchanges depend on product availability, price difference, product condition, and delivery requirements.
If the replacement product costs more, you may need to pay the difference. If it costs less, we may refund the difference.
- Custom-Made and Special-Order Items
Some lighting products may be custom-made, personalised, specially ordered, or supplied in a specific finish, size, colour, or configuration.
These items may not be returnable unless they are faulty, damaged, or not as described.
If a product is custom-made or special-order, we will aim to make this clear before or during the order process.
- Incorrect Delivery Details
Please make sure your delivery information is correct before placing an order.
If an order cannot be delivered because the address is incorrect or incomplete, additional delivery or return costs may apply.
- Contact Us
If you have any questions about returns, please contact us:
Regal Rays
27 Regent Street, London W1B 2EL, United Kingdom
Email: support@regal-rays.com
Phone: +44 20 7946 0821