Refund policy

 

Last updated: [2026/11/12]
STANDARD (NON-CUSTOM) ITEMS
You may request a return within 30 days of delivery. To be eligible, the item must be unused, in its original packaging and in resaleable condition.
Please contact us at [info@haisulume.com] before sending anything back. Returns sent without prior approval may be refused.
Return shipping costs are the buyer's responsibility unless the item is faulty or we shipped the wrong item. We recommend a tracked service, as we cannot refund items lost in transit on the way back to us.
Once we receive and inspect the return, we will refund the product value to your original payment method within 5 to 10 business days. Original shipping charges are non-refundable.
CUSTOM GOBO LENSES AND PERSONALISED ITEMS
Custom lenses, personalised designs and any item produced to your specification are not eligible for return or refund, except where the item is faulty or materially different from the design proof you approved. Each custom lens is manufactured specifically for you and cannot be resold. Please review the design proof carefully before approving it.
The one-off design and set-up fee is non-refundable once production has started, as it covers artwork preparation and tooling.
FAULTY OR INCORRECT ITEMS
If your item arrives damaged, defective, or is not what you ordered, contact us within 7 days of delivery at [EMAIL] with your order number and clear photos or a short video showing the issue. We will arrange a replacement or a full refund, including return shipping, at our cost. Please do not dispose of the item before we confirm.
CANCELLING AN ORDER
You may cancel an in-stock order at any time before dispatch for a full refund. Custom orders can be cancelled for a full refund only before production begins. Once artwork preparation or production has started, the design fee is non-refundable.
HOW TO START A RETURN OR CLAIM
Email [EMAIL] with your order number, the item you want to return, the reason, and photos or a short video if the item is faulty. We aim to reply within 1 business day.
REFUND TIMING
Refunds are issued to the original payment method. Card refunds typically appear within 5 to 10 business days depending on your bank. We will email you when the refund is issued.