Refund policy

Return & Refund Policy

At Vantolux, we want you to be confident in your purchase. Because we offer both standard lighting products and customized lighting solutions, return eligibility may vary depending on the type of product ordered.

Please read this Return & Refund Policy carefully before placing your order.

1. 30-Day Return Policy

For eligible non-customized products, we offer a 30-day return policy. You have 30 days from the date you receive your order to request a return.

To be eligible for a return, the product must:

  • Be unused, uninstalled, and in the same condition in which you received it;

  • Not have been cut, modified, wired, assembled, altered, or damaged;

  • Include all original components, accessories, manuals, and other items supplied with the product;

  • Be returned in its original packaging; and

  • Be accompanied by a receipt, order number, or other proof of purchase.

To request a return, please contact us at:

support@vantolux.com

Please include your order number and the reason for your return.

Returns must be authorized by Vantolux before being shipped. Products sent back without prior return authorization may not be accepted.

2. Customized & Made-to-Order Products

Vantolux offers customized and made-to-order lighting solutions designed according to individual customer requirements.

A product may be considered customized or made to order when it is manufactured, configured, prepared, or supplied specifically according to customer-selected requirements, including but not limited to:

  • Custom dimensions or measurements;

  • Custom lighting layouts or patterns;

  • Custom quantities or configurations;

  • Custom specifications;

  • Special-order components;

  • Personalized lighting designs; or

  • Other customer-requested modifications.

Because these products are prepared specifically for an individual customer, customized, personalized, special-order, and made-to-order products are final sale and are not eligible for return, exchange, or refund for non-quality-related reasons.

This includes, but is not limited to:

  • Change of mind;

  • Incorrect measurements provided by the customer;

  • Incorrect size, layout, quantity, configuration, or specifications selected or approved by the customer;

  • The product no longer being wanted or needed;

  • Installation preferences or difficulties unrelated to a product defect;

  • Compatibility issues resulting from inaccurate information supplied by the customer; or

  • Other personal or non-quality-related reasons.

Customers are responsible for carefully reviewing all measurements, layouts, quantities, specifications, and customization details before approving a custom order.

The above restriction does not apply where applicable law requires otherwise or where a customized product arrives defective, damaged, or materially different from the specifications confirmed in the order.

3. Please Inspect Products Before Installation

Hexagon LED lighting systems contain multiple components and may require assembly, mounting, wiring, or other installation work.

Please inspect your entire order carefully before installation.

Before cutting, modifying, assembling, mounting, wiring, or installing any component, please verify:

  • The product model and specifications;

  • Dimensions and layout;

  • Quantity of lights and components;

  • Connectors, cables, power components, and accessories;

  • Whether there is any visible shipping damage; and

  • Whether the product matches your order.

If you believe anything is missing, damaged, defective, or incorrect, please stop installation and contact us at support@vantolux.com as soon as possible.

For non-quality-related returns, products that have already been installed, cut, wired, modified, altered, damaged, or otherwise used may not be eligible for return.

This provision does not limit any mandatory rights you may have under applicable consumer protection laws regarding defective products.

4. Damaged, Defective, or Incorrect Products

Please inspect your order promptly after delivery.

If your product arrives damaged or defective, or if you receive an incorrect product, contact us at support@vantolux.com as soon as possible.

To help us evaluate the issue, we may request:

  • Your order number;

  • Photos of the product;

  • Photos of the packaging;

  • Photos or video showing the defect or damage;

  • A description of the issue; and

  • Other information reasonably necessary to identify the problem.

Please do not discard the product, components, or original packaging until your claim has been reviewed.

Once we verify the issue, Vantolux will determine an appropriate resolution, which may include replacement parts, replacement of the affected product, repair where appropriate, or a refund, depending on the circumstances and applicable law.

If a return is required because we sent an incorrect item or because the product is confirmed to have arrived damaged or defective, Vantolux will provide return instructions and, where applicable, cover reasonable return shipping costs.

5. Non-Quality-Related Returns

Eligible standard, non-customized products may be returned within the applicable 30-day return period for non-quality-related reasons, provided they meet all return eligibility requirements stated in this policy.

For all approved returns that are not caused by a product defect, shipping damage, or an incorrect item sent by Vantolux, the customer is responsible for the return shipping costs.

Examples include:

  • Change of mind;

  • Ordering the wrong standard product;

  • Ordering the wrong size or quantity;

  • No longer needing the product; or

  • Other reasons unrelated to product quality or fulfillment error.

Return shipping costs are non-refundable.

Original shipping charges, if any, are also non-refundable for non-quality-related returns, except where otherwise required by applicable law.

We strongly recommend using a trackable shipping service when returning products. Vantolux is not responsible for return packages lost or damaged in transit when the return shipment is arranged by the customer.

6. Return Authorization & Shipping Instructions

All returns must be approved before being shipped.

To request a return, contact:

support@vantolux.com

If your return is approved, we will provide instructions regarding where and how to return your product.

Do not ship a return to the address shown on the original package or to any other address without first receiving return instructions from Vantolux.

Our return location may vary depending on the product and order.

Unauthorized returns or products shipped to an incorrect address may be refused and may not be eligible for a refund.

7. Non-Returnable Items

The following products are generally not eligible for return:

  • Customized products;

  • Made-to-order products;

  • Personalized products;

  • Special-order products;

  • Products manufactured or configured according to customer specifications;

  • Products that have been installed, cut, modified, altered, wired, or damaged after delivery;

  • Products missing components, accessories, or original packaging;

  • Products showing signs of use that prevent them from being resold as new; and

  • Other products identified as final sale or non-returnable before purchase.

This does not affect any rights available to customers under applicable law for defective, damaged, or incorrectly supplied products.

If you are unsure whether your product is eligible for return, please contact support@vantolux.com before returning it.

8. Exchanges

For eligible standard products, the fastest way to receive a different product is generally to return the original eligible item and place a separate order for the new product after the return has been approved.

Customized, made-to-order, personalized, and special-order products cannot be exchanged for non-quality-related reasons.

If you received a damaged, defective, or incorrect product, please contact us before placing another order so we can review the issue.

9. Order Changes & Cancellations

If you need to change or cancel an order, please contact us at support@vantolux.com as soon as possible.

We will make reasonable efforts to accommodate your request, but we cannot guarantee that an order can be changed or canceled after processing, production, customization, or fulfillment has begun.

For customized or made-to-order products, cancellation may no longer be possible once the customized product has entered production or preparation.

Any cancellation rights required by applicable law remain unaffected.

10. European Union – 14-Day Right of Withdrawal

If your order is delivered to a country within the European Union, you may have a statutory right to withdraw from an eligible purchase within 14 days after receiving the goods, without providing a reason, subject to applicable EU and national consumer protection laws.

To exercise this right, please contact us at support@vantolux.com within the applicable withdrawal period.

Returned products should be returned in accordance with applicable law and, where possible, in their original condition and packaging.

Please note that the statutory right of withdrawal generally does not apply to goods made to the consumer's specifications or clearly personalized, subject to applicable law.

Therefore, customized or made-to-order Vantolux lighting products produced according to your specific measurements, layout, configuration, or other personalized specifications may not qualify for the 14-day right of withdrawal.

Nothing in this section limits your statutory rights regarding products that are defective, damaged, or not as described.

11. Refunds

Once we receive your eligible returned product, we will inspect it and notify you whether your refund has been approved.

If the return is approved, the applicable refund will be issued to your original payment method within 10 business days.

Please note that your bank, credit card issuer, or payment provider may require additional processing time before the refund appears in your account.

For customer-responsibility returns, return shipping costs will not be reimbursed.

Original shipping charges are not refundable for non-quality-related returns unless otherwise required by applicable law.

If more than 15 business days have passed since we notified you that your refund was approved and you have not received your refund, please contact:

support@vantolux.com

12. Refund Deductions

If an eligible returned product is received with missing components, missing accessories, damaged packaging, signs of use, or damage not caused by Vantolux or the carrier, we may reject the return or, where permitted by applicable law, reduce the refund to reflect the loss in value.

Products that have been installed, cut, modified, wired, altered, or damaged by the customer are generally not eligible for a non-quality-related return.

Any deductions will be made only where permitted by applicable law.

13. Return Packaging

Customers are responsible for packaging returned products securely.

Whenever possible, please use the original packaging and protective materials.

For customer-responsibility returns, damage that occurs during return transportation due to inadequate packaging may affect return eligibility or the amount of the refund, subject to applicable law.

14. Contact Us

If you have questions about returns, refunds, damaged products, customized orders, or return eligibility, please contact Vantolux before shipping any product back.

Email: support@vantolux.com

Website: vantolux.com

We recommend including your order number in all return-related communications so we can assist you more efficiently.

Last updated: August 31, 2026