Return & Refund Policy

Thank you for choosing Furnara and for shopping at Furnara. We are committed to providing exceptional lighting products and outstanding customer service. We understand that sometimes it may be necessary to return or exchange an item, so please read the following information about our refund and return policy.

For returned products that meet the following conditions, we will refund the actual price of the product in full
1. The product is returned within 30 days of receipt
2. All products and parts are packed together in the original packaging
3. they are in new condition and undamaged
4. the lamp products and shades must be wrapped in the original packaging (note that our bulbs are gifts and not covered by warranty)

We can accept your return, but we do not accept free returns for any reason. If there is a problem with the quality of our products, we sent the wrong one or missed it; we will refund the total amount or replace the product for free.

However, we are not responsible for the following reasons (hope you can understand, thank you.)

1. the product has been used (has been installed or assembled)
2. the product is not in the original packaging
3. the product is customized or ordered to your needs and is unique
4. Any item or style not listed on our website

Damaged / defective merchandise
Furnara takes excellent care to ensure that the quality products we offer are packaged in such a way as to ensure safe delivery to you. Please scrutinize each product upon arrival. If you receive a damaged or defective item, please contact customer service at support@furnara.com within 48 hours.
We will offer two options for you to choose from.
1. You can choose to return the product, and we will give you a full refund
2. You can choose to exchange the product or replace the part (we provide it for free). If the part is damaged, we will provide a free replacement. If the damage is severe, we will replace the product for free.

Caution
1. When you contact customer service, please be prepared to provide your order number and include the order number in the content.
2. Please do not discard broken or damaged items
3. Please save all packaging and boxes
4. If possible, please include photos of the product and packaging when sending an email to Customer Service to ensure that we are aware of the details.

How do I return an item?

Please follow these 3 easy steps to return any part of your order according to our return policy:

1. Process your return: Respond to your order confirmation email stating the item(s) you wish to return and the reason for the return, and whether you wish to receive a refund, exchange the item(s), or credit your account balance. Our Customer Experience Specialist will process your request and provide the correct return address. Please note that we do not offer refunds if you have shipped the item to a different address.

2. Packaging: Ensure that all parts of all returned items are completely sealed in their original packaging, including all original packing materials.

3. Shipping: Before shipping, please take pictures of the inside and outside of the package as a record to prove that the product is indeed in its original condition. We strongly recommend that you purchase insurance to protect packages returned to us from damage during shipping.
For shipping, please work with the shipping company of your choice to ship the product back to us. (You must pay the shipping cost first). (If the problem is related to product quality or damage during shipping, we will refund your shipping costs after confirming the problem). If you choose to sign for the shipment, please ensure that the freight forwarder allows us to sign for the load without any problems after their notification letter to renew the shipment.
After shipping, please take a photo of the receipt and waybill number and send it to us at support@furnara.com.

Exchanges
Exchanges will be treated as returns and re-purchases. Customized items are not eligible for exchange.

Refunds
For returned items, we require 7-14 business days after receipt to inspect for damage and re-stocking. If a returned item arrives damaged or used, we will not refund it. Please allow up to 30 days for a refund to be completed, depending on the bank and credit card company you use.

We must receive the returned product before we can issue any refunds. Suppose we do not receive the product for any reason, such as the customer refusing to send the product back or refusing to accept the package, causing the shipping agent to destroy the package. In that case, we will not issue any refunds.

Order Cancellation
Customized products cannot be cancelled.
For non-customized orders, you can still cancel your order after this time as long as the product has not yet shipped.

If the order has not been over 24 hours, we will issue a full refund.

If the order has been over 24 hours and the customer needs to cancel the order and the product has not yet shipped, we will charge a 15% handling fee.

Once the product has shipped, the order cannot be canceled.