Refund and Returns Policy

Effective Date: 18 September 2026

Welcome to the official Refund and Returns Policy of AMOS LIGHTING LIMITED, crafted for customers shopping on our e-commerce platform www.amoslightingltd.com. This policy clearly outlines all terms and conditions for product returns, exchange requests, and eligible reimbursement scenarios, to ensure every shopper enjoys a smooth, transparent experience when browsing our carefully curated home fragrance light range, and selecting the perfect piece to light up your daily calm. At AMOS LIGHTING LIMITED, we adhere to our “Safe First” principle as strictly in our after-sales services as we do in our 100% no-flame design that keeps your home safe from candle fire risks. We prioritize your shopping satisfaction while upholding clear, fair operational rules, and we explicitly emphasize that ‌no pure refund requests without product return are permitted under any circumstances‌, to protect the legitimate rights of both our customers and our brand.

1. Eligibility for Return Requests

You are eligible to submit a return application within 30 calendar days from the date you receive your ordered product, if the item meets the following criteria:

The product is returned in its original, undamaged packaging, with all included accessories, user manuals, and free bundled gifts intact, and has not been subjected to man-made damage, improper disassembly, or long-term operation outside of normal household usage scenarios.
The product has confirmed manufacturing defects that affect normal use, such as abnormal lighting function failure that cannot be resolved via basic troubleshooting, or scent diffusion system malfunctions that deviate from our official product specifications.
The delivered item does not match the SKU, specification, or style you confirmed in your original order.
Our fast ship service leverages UK local stock to deliver your order fast with no long wait delays, so we recommend you inspect the package and the product immediately after you sign for receipt. If you find any shipping damage caused by courier transit, you must take photos of the damaged packaging and the defective product, and contact our support team within 48 hours of delivery to initiate your return process.

2. Strict No Pure Refund Rule

We explicitly clarify that absolute no standalone, product-unreturned full refund or partial refund requests are supported. Once you have successfully received your ordered home fragrance light, scene candle lamp or home mood lamp product, any application for reimbursement without returning the physical item to our designated return address will be automatically rejected. This rule applies to all order scenarios, no matter the order value, customer membership level, or stated reason for the request. We only process reimbursement procedures after our in-house quality inspection team at our Exeter warehouse has received your returned package, verified that the returned item meets all return eligibility conditions, and confirmed no violations of our return terms. We never issue pre-return refunds to any customer, to eliminate the risk of lost undamaged functional products that would cause unnecessary waste, aligning with our brand’s consistent commitment to delivering high quality, valuable home ambient vibe products.

3. Return Operation Process

To submit a qualified return request, please follow the simple steps below:

Send your return application, along with your order number, clear photos or video clips that show the product defect or mismatch issue, to our official contact email [email protected]. Our customer support team will reply to your application and confirm eligibility within 3 working days.
After your return is approved, our support team will send you the official designated return address: 6 Dart Business Park, Clyst St George, Exeter, Devon, EX3 0QH, UK, along with a unique return tracking code for you to mark on the outer of your return package.
Send the product back via a traceable courier service, and keep the courier tracking receipt for your records. For return requests caused by confirmed manufacturing defects or our order delivery error, we will fully cover the return shipping cost and send the corresponding shipping reimbursement to your original payment method after we receive the returned item. For return requests for non-quality related personal preference reasons, you will need to cover the return shipping cost on your side.
After our warehouse team signs for and inspects your returned item, we will contact you to confirm your desired resolution. You can choose to receive an identical brand new replacement product, or get the eligible amount reimbursed back to your original payment account. It normally takes 3 to 7 working days for the reimbursed fund to arrive in your account, depending on the processing speed of your payment service provider.

4. Items Not Eligible for Return

The following scenarios do not qualify for return application processing:

Products that have suffered obvious man-made damage, including cracks, water immersion, circuit burnout caused by incorrect power connection, or scratches that affect secondary sales.
Products purchased during final clearance promotion events which are clearly marked “non-returnable” on the corresponding product detail page.
Return applications submitted beyond the 30-day return window from the delivery sign-off date.

If you have any questions about our Refund and Returns Policy, you can contact our team via phone at +44 1392 877366 during our working hours, or send an email to [email protected] at any time. We are always ready to help you solve any issues, to make sure every piece of our products that features soft warm glow and natural scent can turn your space into a calm cozy retreat exactly as you expected.