Refund policy

We want you to love the light you've chosen. Because every order ships directly from our suppliers to your door— often across borders — we don't operate a returns warehouse, and we're unable to accept returns simply because you've changed your mind.

We do, however, stand fully behind what we send you.

What we accept

You are eligible for a replacement or full refund if your item is:

• Damaged in transit — cracked glass, a dented shade, a broken diffuser, or any damage on arrival
• Defective — the light doesn't power on, flickers, has dead LEDs, or the switch, dimmer or remote fails on first use
• The wrong item — you received a different product, size, colour or finish than you ordered
• Incomplete — missing bulbs, mounting hardware, drivers or fittings listed on the product page
• Significantly not as described — the item materially differs from its product page description

Claims must be raised within 7 days of delivery, with the item uninstalled and in its original packaging.

What we cannot accept

We're unable to accept returns or issue refunds for:

• Change of mind, or no longer wanting the item
• Ordering the wrong size, colour temperature, finish or fitting type
• Items that have been installed, hardwired, drilled, modified or wired in
• Damage caused by incorrect installation, unsuitable voltage, or use outdoors of a fixture rated for indoor use
• Minor variation in finish, tone or grain — wood, rattan, travertine and stone are natural materials and no two pieces are identical
• Differences in apparent brightness or warmth caused by your room, your bulb choice, or your screen
• Delays caused by carriers or customs
• Items marked Final Sale

Colour and brightness also look different on screen to how they look on a wall. This alone is not grounds for a return.

How to make a claim

1. Email info@blisswave.store within 7 days of delivery, with the subject line: Return Request — [Your Order Number]
2. Include your order number, what's wrong, and clear photos or video showing the issue — plus the outer packaging if the item arrived damaged
3. We review every claim within 1–2 business days
4. If approved, you'll receive confirmation and, where a return is needed, a Return Authorisation and the correct return address

Please don't send anything back before receiving a Return Authorisation. Unauthorised returns, and parcels sent to any address other than the one we provide, can't be processed or refunded.

Return shipping costs

If the fault is ours — damaged, defective, incorrect or incomplete — we cover return shipping in full and you pay nothing. For lighting in particular, we'll often simply send a replacement without asking for the original back, since return freight on glass and ceramic rarely makes sense for either of us.

Where a return is approved for any other reason at our discretion, return shipping is the customer's responsibility. We recommend a tracked service, as we can't process returns for parcels lost on the way back.

Refunds

Once your claim is approved, or your return is received and inspected, we'll email to confirm.

Approved refunds go to your original payment method within 5–10 business days. Depending on your bank or card issuer, funds may take a further 5–10 business days to appear.

Where the fault is ours, your original shipping cost is refunded with the item. Otherwise, shipping fees are non-refundable.

Exchanges

We don't process direct exchanges. If your item arrived damaged, defective or incorrect, we'll send a replacement of the same product at no cost once your claim is approved.

Order cancellations

Orders can't be cancelled once placed.

The moment your order comes through it goes straight to our fulfilment partner and your item is picked and prepared for dispatch. That's how we keep delivery times as short as they are — but it also means there's no window in which an order can be pulled back.

Please check your selection carefully at checkout: size, colour, finish, fitting type and quantity. If you're unsure which option suits your space, email info@blisswave.store before you order and we'll gladly help you choose.

Your statutory rights

Nothing in this policy affects your statutory rights under the consumer protection laws of your country, including your rights in respect of faulty or misdescribed goods.

EU Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the last item in your order, without giving any reason.

How to start a return or cancellation Log in to your account at account.blisswave.store account.blisswave.store and submit a return or cancellation request through your order history.

Returning your item Once you have notified us of your withdrawal, you have 14 days to send the item back to us. Return shipping costs are your responsibility 

Your refund We will process your refund within 14 days of receiving your returned item (or proof of shipment, whichever comes first). Your refund will include the original standard delivery cost. Express or premium shipping upgrades are non-refundable.