Return policy
30-Day Return Policy
We offer a 30-day return window after receiving your item, subject to the eligibility requirements below.
Return Eligibility
Request a return within 30 days after receiving your item. Standard kits may be returned after a trial installation if the products remain undamaged and in good working condition, with all original components and accessories included.
Returns must be packed in the original packaging box, with the original protective packaging. Please keep the packaging when you receive your order. Provide your order number or proof of purchase.
How to Initiate a Return
Contact contact@gondolalights.com with your order number and reason for return. Include clear photos or videos for damaged, defective, or incorrect items.
Contact us before shipping a return. After approval, we will email a Return Merchandise Authorization (RMA) number, a downloadable PDF return shipping label, and packing instructions. Returns sent without authorization may be delayed or returned to the sender.
Return Shipping & Fees
- Defective, damaged, or incorrect items: We cover return shipping costs for product defects, transit damage, or items shipped incorrectly.
- Voluntary returns: The customer pays return shipping. We will disclose the label cost before the return is approved; that cost will be deducted from the refund.
- Restocking fees: No restocking or processing fees.
Damage Reports & Exceptions
Please inspect your order on arrival and report visible transit damage or incorrect items within 48 hours where possible so we can assist promptly. This request does not shorten the 30-day return request window. Report defects discovered later as soon as possible; any applicable product warranty remains subject to its published terms.
Voluntary return exclusions: Custom-made products, personalized items, clearance items expressly marked as final sale before purchase, and gift cards. These exclusions do not remove remedies for defective, damaged, or incorrectly supplied products under applicable policies or law.
Exchanges & Refunds
Exchanges: Return the current item first. Once the return is accepted, place a separate order for the replacement.
Refunds: We will notify you after receiving and inspecting the return. Approved refunds are issued to the original payment method within 10 business days after approval. Banks and payment providers may take additional time to post the refund. If the refund has not appeared within 15 business days after approval, contact us.