This policy applies to the Moroccan Brass Filigree Pendant Light sold by NEOMEDINA. It distinguishes between a standard in-stock product and a customized or made-to-order product.
Standard in-stock pendant light: 30-day return window
A standard, non-custom pendant light may be returned for change of mind within 30 calendar days after delivery.
To qualify, the pendant light must be unused, uninstalled, unmodified, and returned in its original packaging with the light bulb, ceiling canopy, adjustable cord, installation hardware, manuals or labels, and every other supplied component. A product that has been installed, wired, altered, damaged after delivery, or returned incomplete is not eligible for a change-of-mind return, except where applicable law requires otherwise.
How to request a return
Request return authorization before sending the product. Include the order number, reason for return, and current photographs of the pendant light, components, and packaging. After the request is approved, NEOMEDINA will provide the return instructions and authorized return address.
Do not send a product to a billing, workshop, or other address without written return authorization. An unauthorized parcel may not be accepted or correctly identified.
Change-of-mind return costs
The customer is responsible for arranging and paying the return-shipping cost for an approved change-of-mind return. Use a trackable and appropriately insured service suitable for a 10 kg lighting fixture. NEOMEDINA does not charge a restocking fee.
Original outbound shipping charges, import duties, customs charges, brokerage fees, and destination taxes are not refundable unless required by applicable law or the return results from an error by NEOMEDINA.
Inspection and refunds
After the authorized return is delivered, NEOMEDINA will inspect the pendant light, its packaging, and all included components. If the return meets this policy, the approved refund is issued to the original payment method within 5–10 business days after receipt and inspection. The customer’s bank or payment provider may require additional time to post the refund.
Damaged, defective, or incorrect products
Report transit damage, a defect, an incorrect item, or a material difference from the product description as soon as reasonably possible and no later than 30 calendar days after delivery. Provide the order number and clear photographs of the pendant light, affected component, outer parcel, internal packaging, and shipping label. Keep all packaging and components until the claim is resolved.
When NEOMEDINA approves a claim for damage, defect, an incorrect item, or material non-conformity, NEOMEDINA covers the authorized return-shipping cost. Depending on the circumstances and practical availability, the remedy may be repair, replacement, or refund. This policy does not limit rights provided by applicable consumer law.
Custom and made-to-order pendant lights
A custom order may be cancelled for a full refund before production begins. Once production has begun, a pendant light made to the customer’s approved dimensions, finish, pattern, cord specification, electrical specification, or other personalized requirements cannot be cancelled or returned for change of mind, except where applicable law requires otherwise.
Custom-item restrictions do not remove the customer’s rights when the product is damaged, defective, incorrect, or materially different from the written approved specification. Approved custom-item defect or non-conformity claims follow the damage and defect process above.
Handmade variations
Reasonable variations in the pierced pattern, brass texture, patina, bronze colour tone, or handmade finish are part of the craft process and are not defects when the pendant light remains materially consistent with the product description or approved custom specification.
Safe return preparation
Do not attempt electrical removal while the circuit is energized. If the fixture has been installed and a defect is suspected, disconnect power and use a qualified electrician where necessary. Secure the shade, bulb, canopy, cord, and hardware inside the original protective packaging before an authorized return.
Policy summary
- Standard non-custom return window: 30 calendar days after delivery
- Accepted condition for change of mind: unused, uninstalled, unmodified, complete, and in original packaging
- Change-of-mind return shipping: paid by the customer
- Approved defect or NEOMEDINA error return shipping: paid by NEOMEDINA
- Restocking fee: none
- Refund processing: 5–10 business days after receipt and inspection
- Return method: authorized return by mail
- Custom orders: full refund if cancelled before production; no change-of-mind cancellation or return after production begins