Refund policy

At IndochinaLight, we deliver meticulously crafted and rigorously tested products to ensure top quality for our customers. However, unexpected issues like testing errors, defects, order confusion, or transit damage can occasionally occur. Rest assured, we guarantee our products and promptly offer refunds or replacements when problems arise. Shopping with us means you can always expect satisfaction and reliable support.

Modify or Cancel orders

At IndochinaLight, you can request changes or cancel your order within 24 hours of placement. This includes adjustments like size, color, or delivery address. To do so, email us promptly within this time frame, and we’ll do our best to modify or halt the order. Once an item enters production or shipment, cancellations are no longer possible. 

After you submit a cancellation request, processing takes a few days, and we will notify you of the outcome by email. Be sure to keep an eye out for updates in your inbox.

Return

IndochinaLight offers a 30-day return policy, giving you 30 days from the date of receiving your product to request a return. Please ensure your order details are correct before placing it, as any returns due to customer mistakes will require the buyer to cover return shipping costs. Additionally, any applicable customs duties are the buyer’s responsibility. 

Return Conditions

Customers may request a return or refund under the following conditions:

  • The product is defective or differs from its description.
  • The product is delivered after the expected delivery time.
  • The product arrives damaged.

For a return to qualify for a refund, the item must meet these guidelines:

  • Must be in resalable condition
  • Free from scratches or defects
  • Must not have been installed
  • Packaged in the original manufacturer's box
  • No writing on the original packaging
  • All parts must be included
  • Must include a receipt or proof of purchase

We will process the refund once the returned item meets these criteria.

Return Process

To ensure a smooth return process, please follow the steps below:

👉 Step 1: Keep the box and product intact.

👉 Step 2: Notify us of the issue by emailing service@indochinalight.com within 14 days.

👉 Step 3: Include the following photos in your email:

  • A picture of the outside of the box with a visible barcode.
  • Photos of the inside of the box, including packing materials.
  • Photos of the damaged item.

Once we receive your information, we will verify the details and issue a return shipping label within 48 hours. Use this label to send the product back to us. Upon receiving the returned package, we will process a full refund for your order.

Damages and issues

If your item arrives damaged, please inform us immediately and keep both the product and its packaging intact. This helps us initiate a claim or return with the carrier. Notify us within 30 days of receiving your package, and we will replace damaged or defective items at no additional cost. Reports made beyond this period may not be eligible for return, exchange, or credits, as the damage might result from improper storage conditions. We will either replace the damaged item or if preferred, proceed with a refund.

Order lost

If our carrier confirms that your order is 'lost,' we will either send a replacement at no extra cost or provide a full refund. Your satisfaction is our priority, and we ensure that any lost shipments are resolved promptly and fairly.

Exchanges & Replacements

If you wish to exchange an item, please reach out to us to discuss the best options. We only replace items that are defective or damaged. To arrange an exchange for the same item, contact us by email. Please note that return shipping costs are typically your responsibility and are non-refundable. If a refund is issued, the return shipping cost will be deducted. The delivery time for your exchanged product may vary depending on your location.

European Union 14-day cooling off period

If your order is shipped to a location within the European Union, you have the right to cancel or return it within 14 days, for any reason and without needing to provide an explanation. The item must remain in its original condition, unused, with all tags intact, and returned in its original packaging. Make sure to include the receipt or proof of purchase when processing the return.

Refunds

We typically process refunds within 2-3 business days. Once completed, we will send you a confirmation email. For returns, the package must first be received and processed back into our warehouse, which generally takes around 2-3 days after we receive your package.

When will I receive my refund?

All refunds will be credited to your original payment method. If you paid by credit or debit card, refunds are sent to your card-issuing bank within 2-3 business days after the returned item is received or the cancellation request is processed. For any delays, please reach out to your bank or card issuer, as processing times can vary.

If you haven’t seen your refund, please:

  • Check your bank account again.
  • Contact your credit card company, as it may take some time for the refund to post.
  • Reach out to your bank for further details.

If you’ve completed these steps and still haven't received your refund, please contact us for further assistance.

Message us directly at the store or contact us

IndochinaHomeDecor LLC

  • 👉 Email: service@indochinalight.com
  • 👉 Address: 30 N Gould St Ste N Sheridan, WY 82801
  • 👉 Phone: +1 (307) 249 0594

Please note that order and product inquiries are being processed during working hours on weekdays. Due to time zone differences between countries, sometimes we cannot reply to you immediately. Don't worry, we always respond to you within 24H.