Refund and Return Policy

At OPELOAK, customer satisfaction is our top priority. We want you to love your lighting and decor as much as we do. If things don’t go as planned, our refund and return policy is here to help.

1. Cancellation Policy

  • Before Shipping: If you need to cancel your order, please contact us immediately.

    • If the product has left our warehouse, a 2% processing fee will apply.

    • If a tracking label has been created and delivery is in progress, a 15% processing fee may apply.

    • Custom/Specialty Products: A 10% fee applies for cancellations before shipping. Once shipping begins, custom orders cannot be canceled.

  • After Shipping: Orders cannot be canceled once they have been shipped.

2. Conditions for Refunds and Returns

We accept returns within 60 days from the date of delivery under the following conditions:

  • The product is defective or arrives damaged.

  • The wrong item was shipped.

  • The item is not as described.

Note: Returns will not be accepted if the damage is due to improper installation or handling by the customer or a third party (e.g., your electrician). Please follow the provided installation guides carefully.

3. Shipping Costs for Returns

  • Our Responsibility: If the item is defective, damaged upon arrival, or mis-shipped, OPELOAK will cover the return shipping costs.

  • Customer Responsibility: In all other cases (including "60 Days Conditional Return"), the customer must bear the shipping costs. Shipping fees from the original purchase are non-refundable.

4. How to Start a Return

Step 1: Contact our support team at support@opeloak.com with your order number and clear photos/videos of the issue. Step 2: Once approved, we will provide you with the return address and instructions. Do not send items back without prior authorization. Step 3: Pack the item in its original packaging with all materials and invoices. Step 4: Share the tracking number with us once the item is mailed.

5. Processing and Refunds

  • Inspection: Once we receive your item, we will inspect it within 5 business days.

  • Approval: If approved, your refund will be processed to your original payment method within 7-10 business days. (Please note your bank may take an additional 2-5 days to reflect the balance).

6. Non-Returnable Items

The following are not eligible for return:

  • Clearance/Sale items marked "Non-Returnable."

  • Gift cards and personalized items.

  • Items that have already been assembled or installed.

7. Damaged or Lost Items (DOA)

  • Broken on Arrival: Contact us within 14 days of delivery. You must obtain "Proof of Damage" documentation from the carrier to expedite the claim.

  • Lost Items: We will reship the item if in stock; otherwise, a full refund will be issued.

8. Important Notes

  • Keep all packaging and shipping notes until the process is complete.

  • We recommend using a standard tracked mailing service. Avoid high-cost express services (like DHL/FedEx) for returns to prevent excessive import duties.

  • You may refuse delivery if a package arrives visibly broken or opened.

For any further assistance, feel free to reach out to us at: Email: support@opeloak.com Live Chat: Available on our website during business hours.