Return policy

At Tubicen, we take pride in the exceptional quality and craftsmanship of our lighting fixtures. We understand that sometimes a product may not be the perfect fit for your space. To ensure a clear and fair process, our return and refund guidelines are categorized by order type.

1. RETAIL ORDERS

We accept returns for B2C retail orders within 30 days of the delivery date, subject to the following conditions:

  • Condition of Item: The lighting fixture must be uninstalled, unmodified (e.g., wires must NOT be cut), unused, and in its original pristine condition.
  • Original Packaging: The item must be returned in its original packaging, including all custom-molded foam, hardware, and installation manuals. Fixtures returned with damaged or missing original packaging may be subject to a restocking fee or rejected entirely.
  • Return Shipping Costs: For standard returns (buyer's remorse, wrong size ordered, etc.), the customer is responsible for all return shipping costs. This includes any duties/taxes resulting from the return of the product, if applicable. We highly recommend using a trackable and insured shipping service, as Tubicen is not responsible for items damaged or lost in transit during a return.

2. TRADE & CUSTOM ORDERS

Due to the highly specialized nature of our B2B trade program and architectural lighting, all Custom, Made-to-Order, and B2B Volume orders are FINAL SALE.

  • These items are manufactured specifically to your project's specifications (e.g., custom finishes, specific drop lengths) and cannot be restocked.
  • Returns, exchanges, or order cancellations for made-to-order items will not be accepted once production has commenced (typically 48 hours after invoice payment).

3. NON-RETURNABLE ITEMS

Regardless of the order type, the following items are strictly non-returnable:

  • Fixtures that have been installed, hardwired, or altered in any way.
  • Custom or Made-to-Order fixtures.
  • Clearance, Open-Box, or Final Sale items.
  • Gift cards.

4. DAMAGED OR DEFECTIVE ITEMS

While we package our fixtures with the utmost care, transit damage can occasionally happen to fragile materials like glass and brass.

  • 48-Hour Inspection Window: You must inspect your order upon delivery. If your item arrives damaged, defective, or if you received the wrong item, please contact us at service@tubicen.com within 48 hours of receipt.
  • Claim Process: Please provide your order number and clear photos/videos showing the defect or damage, along with photos of the original packaging.
  • Resolution: Upon verification, Tubicen will, at our sole discretion, expedite replacement parts or issue a full replacement at no additional cost to you.

5. REFUND PROCESS

Once your return is received and inspected at our warehouse, we will send you an email to notify you of the approval or rejection of your refund.

  • Approval: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.
  • Processing Time: Please allow 5-7 business days for the refund to appear on your credit card or bank statement, depending on your financial institution.
  • Deductions: If the returned item shows signs of installation, missing parts, or damaged packaging, we reserve the right to deduct a restocking fee (up to 50%) or reject the refund entirely.

6. HOW TO INITIATE A RETURN

To start a return for an eligible retail item, please contact our customer support team:

  • Email: service@tubicen.com
  • Please include your Order Number, the reason for the return, and photos of the item in its original packaging to expedite the authorization process. Returns sent to our warehouse without prior authorization will not be accepted.