Order Policy

Order Inform

Including the order statuses below, we will send you an email to inform you about the order.

Part 01: Confirmation Information

After you make the payment, the order is placed successfully.
Order canceled.
Refund the money back.
Order Revised. According to your requirements, or after we communicate with you by email or phone, your order is edited by us.

Part 02: Shipping

The goods have been sent out; we will send the tracking number to you at the same time.
Shipping status. Includes the package being on the way or delivered.

In any other situation that we think you should know, we will contact you by the email you left in the order details. If any urgent thing needs to be confirmed, we may give you a call.

You are also welcome to contact us to know the order information by email, phone, or online chat.

Order Status

Most of the time, we inform you of the order status by email. You can also visit our website and use the online chat, phone number, or email us to know the information you hope to learn.

Order Cancel Policy

Part 01: Cancel requirement by Clients

Within 24 hours you can cancel the order without any reason. We can operate the refund within 1 workday. If you paid by credit card, the time it takes for the refund to arrive in your account will depend on different banks. According to some of our previous clients, they normally get the refund within 1 day. This is just for reference.

Bank handling fee: If you cancel the order, we refund the money to you. The credit card organization will charge us a handling fee of 4.4% + 0.6 USD for each order. This handling fee will be paid by the customer.

Beyond 24 hours, we need to check whether the goods have been sent out.

Part 02: Cancel requirement by us

Due to some unknown or uncontrollable reasons, including website issues, payment problems, or any other shipping issues etc., we may have to cancel the order before the product is shipped out. If we cancel the order, we will communicate with you by email and refund the full amount back to you. We can only guarantee to refund you the full amount in the same currency you paid.

Order Receive

Receipt

You need to do the following things when you sign the receipt, regardless of whether the goods are broken.

Take a picture of the package including the express label.
Remark the date of receipt.
Open the box to check all items are well. Take photos or short videos of them.
Keep it.

If the package is broken when you receive it, you need to do the above things, send an email with your order number to our email (info@twilight-lighting.com) immediately, and report the broken information to the delivery person. You need to provide this feedback no more than 2 days after you receive the goods. If you didn’t take pictures before opening the box, including the 4 points above, we will have no evidence to claim compensation from the Express company.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

If you need more information, please send us an email: info@twilight-lighting.com