Return policy

How to Initiate a Return

Contact our customer support team at contact@gondolalights.com with your order number, reason for return, and clear photos or videos if the item is defective or damaged.

Please contact us before sending any return. We require a Return Merchandise Authorization (RMA) before a return can be processed. Returns sent without prior authorization may be delayed or returned to the sender.

Return Shipping & Labels

Once your return is approved, we will provide return shipping instructions and, when applicable, a return shipping label.

• Defective / Damaged Items: We cover return shipping costs for items that arrive defective or damaged due to a store error or transit damage.
• Customer Remorse / Voluntary Returns: The customer is responsible for return shipping costs, which may be deducted from the final refund.
• Restocking Fee: No restocking or processing fees are charged.

Damages, Issues & Non-Returnable Items

Please inspect your order upon arrival and contact us within 48 hours if your item arrives damaged or incorrect, so we can assist you promptly.

For defective items discovered after delivery, please contact us as soon as possible within the 30-day return window.

Non-returnable items: Custom-made products, personalized items, clearance sale items, and gift cards.

Exchanges & Refund Process

Exchanges: Return the current item first. Once the return is accepted, place a separate purchase for the replacement item.

Refunds: Once the returned item is received and inspected, approved refunds will be automatically processed to the original payment method within 10 business days. Please allow up to 15 business days for bank or payment-provider processing.