Returns & Refunds

Circumstances Available For Returns And Refunds

We accept return requests submitted within 14 days of delivery. After this period, a deduction may apply for any loss in value resulting from storage conditions.

Before returning a product, please contact our customer service team at support@ateasehomelife.com to obtain the correct return address and instructions. Do not send the product back to the original address shown on the parcel without prior confirmation, as the return may not be received or processed correctly.

Return Conditions

Returned products must meet all of the following conditions:

  • The product must be unused and uninstalled.
  • The product and all accessories must be complete.
  • The original packaging and packing materials must be retained.
  • The product must remain in the condition in which it was received.

If the returned product or packaging does not meet these conditions, the return may be refused or the refundable amount may be reduced after inspection.

Customised Products

Products made according to special requirements, including custom sizes, colours, finishes, cord lengths, or other specifications, are produced specifically for you. Once a customised order has been confirmed and entered production, it cannot be cancelled, modified, returned, or refunded.

Certain customised products cannot be returned or exchanged. The applicable policy will be confirmed before the order is placed.

Return Shipping Costs

When a return is approved and the product must be returned to us, customers are responsible for return shipping costs in all return situations, regardless of the reason for the return, including transportation damage or product quality issues.

Please use a trackable shipping service and pack the product carefully. After dispatching your return parcel, send the required return tracking information to support@ateasehomelife.com.

Restocking Fee

After the returned product has been received and inspected by our warehouse, a restocking fee starting from 20% of the amount actually paid for the returned product will apply. The exact fee will be determined based on the condition of the returned product, the completeness of the packaging, and the handling required.

Refund Details

The refundable amount is based on the price of the eligible returned product. Shipping-related service charges that have already been incurred, including standard shipping fees, express shipping fees, and shipping insurance, are non-refundable.

Refunds will be returned to the original payment account used to place the order. We are unable to issue refunds to a different payment method.

Refund Process And Timing

After dispatching your return parcel, please send the following information to support@ateasehomelife.com:

  • Photographs showing how the return parcel was packed.
  • A photograph of the shipping label.
  • The return tracking number.
  • A website where the tracking information can be checked.

Once the return has been delivered to our warehouse, we will inspect the product and its packaging. If the return meets our refund conditions, we will submit the refund to your original payment method within 3 business days.

After the refund has been issued, the estimated time for the funds to appear in your account depends on the original payment method:

  • PayPal: usually 1-3 business days.
  • Credit or debit card: usually 3-7 business days.

Processing times may vary depending on the bank, card issuer, or payment provider. Public holidays in your country or region may also delay refund processing and settlement.

Transportation Damage Or Quality Issues

If your product arrives damaged or you believe there is a product quality issue, please contact us at support@ateasehomelife.com within 7 days of receiving the parcel and provide your order number, photographs of the packaging, photographs of the product and damaged parts, and a brief description of the issue.

Please keep the product, original packaging, internal packing materials, and shipping label until our investigation is complete.

If the issue is confirmed to have resulted from transportation damage or a product quality problem, we reserve the right to resolve the issue first by sending replacement parts or replacing the complete product. We will cover the shipping cost of the replacement parts or replacement product.

If damage is reported more than 14 days after delivery, it may be difficult to determine whether it occurred during transportation, installation, or use. As a result, we may be unable to provide a free return or replacement service. If you still require a physical return, the applicable return shipping and restocking terms will apply. However, you are still welcome to contact us, and we will make every reasonable effort to assist you based on the circumstances.

Exchanges

If you would like to exchange your product for a different style, please contact our customer service team at support@ateasehomelife.com and provide your order number and the details of the product you would like to receive.

For exchanges:

  • The customer is responsible for the cost of returning the original product.
  • We will cover the cost of shipping the replacement product.
  • Any price difference will be charged or refunded accordingly.

If the replacement product costs more than the original product, you will need to pay the difference. If it costs less, the difference will be refunded according to our refund process. Please do not return the product before contacting us. Exchange eligibility, the return address, and the relevant instructions will be confirmed by our customer service team.

Missing Parts

If any component is missing from your package, please contact us at support@ateasehomelife.com and provide:

  • Your order number.
  • Photographs of the product and packaging received.
  • The name or number of the missing part, or its location in the instruction manual, if identifiable.

Once the missing part has been confirmed, we will arrange to send the appropriate replacement component.

To protect complex lighting products during transportation, components are often packed in multiple layers. Hardware, screws, and small accessories may be sealed separately and placed in different parts of the box. Please carefully check all packaging layers, foam compartments, small boxes, and accessory bags before confirming that a part is missing. Please retain the product and all packaging materials until the issue has been resolved.

Partial Shipments

To better protect products during transportation, some orders are divided into multiple parcels based on product size, weight, inventory location, or packaging requirements. The number of parcels may therefore differ from the number of products ordered.

If you have received only part of your order, the remaining parcels may still be in transit. To check the status of the remaining parcels, contact our customer service team at support@ateasehomelife.com and provide your order number. We will check the status of all parcels associated with your order and provide the relevant tracking numbers and latest updates.

We will arrange shipment for all products included in your order. If an item is confirmed to be missing or another shipping problem is identified, we will assist you with an appropriate solution as quickly as possible.

Product Differences Or Incorrect Items

We dispatch products according to the details of your order and the description shown on the product page. We aim to ensure that the model, size, colour, and main appearance of the product are consistent with the order information.

Some products may have minor differences due to normal product upgrades, manufacturing improvements, or differences between production batches. Minor variations in colour, texture, hardware details, or component shape that do not affect the product's primary function, installation, or overall appearance are generally not considered an incorrect item or a product-description mismatch.

Products made from natural materials or produced by hand or semi-handcrafted methods may also have natural variations. These may include differences in glass texture, stone veining, wood grain, colour, and surface finish. Such variations are normal characteristics of the materials and production process.

If you believe the product you received is significantly different from your order or the description on the product page, please contact us at support@ateasehomelife.com and provide:

  • Your order number.
  • Photographs showing the complete product received.
  • Photographs of the product label or packaging label.
  • Clear photographs showing the difference.
  • A brief description of the issue.

Once we receive the relevant information, we will investigate the issue and provide an appropriate solution based on the circumstances.

Warranty

Most of our lighting products come with a warranty of up to 2 years. Warranty periods vary depending on the product and component.

Rechargeable LED table lamps:

  • Covered for 3 months from the delivery date.
  • If the issue is confirmed to be covered by the warranty, a complete replacement will be provided free of charge.
  • The customer is responsible for the shipping cost of the replacement product.

LED lamps, LED light sources, and LED drivers:

  • Covered for 6 months from the delivery date.
  • If the issue is confirmed to be covered by the warranty, the relevant replacement component will be provided free of charge.
  • The customer is responsible for the shipping cost of the replacement component.

Other components of LED lighting fixtures:

  • Covered for 2 years from the delivery date.
  • If the issue is confirmed to be covered by the warranty, the relevant replacement component will be provided free of charge.
  • The customer is responsible for the shipping cost of the replacement component.

Lighting products using non-LED light sources:

  • Covered for 2 years from the delivery date.
  • If the issue is confirmed to be covered by the warranty, the relevant replacement component will be provided free of charge.
  • The customer is responsible for the shipping cost of the replacement component.

The warranty period begins on the delivery date shown in the carrier's tracking information.

The warranty does not cover:

  • Damage caused by accidents, misuse, abuse, negligence, or user actions.
  • Damage caused by improper installation, incorrect wiring, or unauthorised disassembly, modification, or repair.
  • Damage caused by incompatible bulbs, voltage, power supplies, dimmers, or other accessories.
  • Natural aging, oxidation, fading, or normal wear and tear.
  • Damage caused by moisture, water, extreme temperatures, or an unsuitable environment.
  • Products purchased through online auction websites, unauthorised third-party sellers, or other unofficial channels.
  • Products without valid order information or proof of purchase.

If the damage was caused by user actions or another circumstance not covered by the warranty, we may help you purchase replacement components, subject to availability. The customer will be responsible for the cost of the components and shipping.

To submit a warranty request, contact us at support@ateasehomelife.com and provide your order number, product photographs, a video showing the issue, and a description of the problem.

Order Cancellations Or Modifications

If you need to cancel or modify your order, please contact us as soon as possible at support@ateasehomelife.com. Include your order number and clearly describe the cancellation or changes you would like to request.

For standard orders, if you contact us within 24 hours of placing your order and the order has not yet entered production, preparation, packing, or shipping, we can usually modify or cancel it at no additional charge.

Customised products, including products made according to special requirements, such as custom sizes, colours, finishes, cord lengths, or other specifications, are produced specifically for you. Once a customised order has been confirmed and entered production, it cannot be cancelled, modified, returned, or refunded.

Orders outside the stated cancellation period, or orders that have already entered production, fulfilment, packing, or shipping, may no longer be eligible for cancellation or modification. Cancellation or modification fees may also apply. Please contact our customer service team for confirmation and refer to our Return & Refund Policy for complete details.

Contact Us

If you have any questions about returns, refunds, exchanges, damaged products, missing parts, or warranty service, please contact us at support@ateasehomelife.com. If you are contacting us about an existing order, please include your order number or the email address used at checkout.