We want you to be completely satisfied with your LampTwist purchase, so we offer a right to return it within 30 days of receiving it.
Please keep in mind that the cost of returning the product are at the client's expense, so take a moment to review our return policy below before making a return. If you happen to be returning an item from outside the EU, be aware that you'll be responsible for both the return costs and any import duties.
At LampTwist, we've always taken pride in offering free returns as part of our e-commerce business. However, we want to be transparent that we can no longer sustain this service. Over time, the cost of transportation has increased significantly and processing free returns involves enormous administrative and logistical work, making it unsustainable for us to continue offering free returns.
Additionally, we're committed to reducing our environmental impact and minimizing the pressure on the transport industry. By charging for returns, we want to encourage you to make more informed and thoughtful purchasing decisions. We believe that this change will benefit us all in the long run.
We want to remind you that we have an amazing team of lighting specialists available to help you make the right choice for your purchase. They'll be happy to assist you in any way they can, so please don't hesitate to reach out to them.
We appreciate your understanding and hope that this process is as smooth as possible for you. If you have any questions or concerns, we're here to help!
At LampTwist, we offer a 30-day* return policy. The withdrawal period starts from the day you or someone you know (not the courier) receives the product.
(* Please note that if you receive the goods delivered damaged, you must notify us within 72 hours after delivery.)
To make a return, the product must meet our return conditions, which are:
- The product must be complete with all accessories, manuals, and documentation.
- The product must be undamaged and in its original, undamaged packaging. We can't accept products that show signs of use. This means you can view them as you would in a normal store. If you install or use the products, we won't be able to accept a return.
- Once you register the return, you'll have 14 days to return the item.
If the product doesn't meet these conditions, but you do decide to return it, then we might not be able to accept the return, and the goods will remain your property. You can have them picked up at our warehouse within 14 days.
If you use the product in a way that prevents us from reselling it 'as new', but the product only slightly deviates from the above conditions (i.e. if the product is suitable for resale), then LampTwist may charge you for any depreciation in value. This amount will be deducted from the refundable order amount. We would like to make a next buyer happy with an undamaged product in its original packaging, so we hope you understand.
How to return an item from within the EU
Need to return an item from a country within the EU? No problem! Follow these easy steps:
- 1 - Head to the LampTwist Return Portal
- 2 - Enter your order number (it starts with ‘S’ or ‘#’) or tracking code, along with your zip code.
- 3 - Choose which items you want to return.
- 4 - Tell us why you're returning the item and whether you want a refund or exchange.
- 5 - Choose the drop-off point that's convenient for you.
- 6 - Download and print the return label, then stick it on the original packaging.
- 7 - Pack the item undamaged in its original packaging. Please don't write on the original box or stick other stickers on it.
- 8 - Drop off the parcel at the parcel point of your choice.
If you have any issues using the Return Portal, just give our customer service team a shout at firstname.lastname@example.org. We're here to help!
Return costs (EU only)
If you choose to return a product, you will be responsible for covering these shipping expenses. At LampTwist, we offer free shipping for orders above a certain value to most destinations (visit our 'shipping & delivery' page for more information). Our team of specialists is always accessible to assist you in selecting the best product, but in case the product doesn't meet your expectations, we request the customer to cover the return costs.
Once we receive the return, we will subtract the cost of return shipping from any refund due. Please keep in mind that we have established return costs for regular packages, which can be found below. For returning larger items, different charges may apply (see "Return of large items").
The return costs depend on the country you're returning from and are the prices indicated below:
|Returning from||Return cost|
|The Netherlands||€ 9|
|Spain (1)||€ 16|
|Balearic Islands||€ 65|
|Portugal (1)||€ 16|
|Portugese Islands||€ 65|
|Italy (1)||€ 16|
|Italian Islands||€ 65|
|Czech Republic||€ 16|
|Ireland (2)||€ 16|
|Ireland (Kerry & Clare County)||€ 30|
(1) Islands excluded
(2) Kerry & Clare county excluded
How to return an item from outside the EU
Be advised we do not offer a return service for returns from outside the EU. If you need to return an item from outside the EU, you will need to organise its shipment to our warehouse address. Please note that you'll be responsible for the return shipping costs and any import duties that may apply (Delivered Duty Paid). If the item is returned to us without these costs paid, unfortunately we won't be able to accept the return.
Here's our return address for your reference:
Rue du mont d'Orcq 16
Return due to breakage/damage of the product during shipment
We're sorry if your order arrived broken or damaged! Despite our best efforts, sometimes a product gets damaged before or during delivery. It is important to thoroughly inspect your goods as soon as they arrive and to immediately notify the courier if there is any obvious damage to the packaging.
If you notice any damage to your order during delivery, you must notify LampTwist within 72 hours after delivery. You can do this through our contact form. This won’t affect your warranty, but it helps us to assert a claim against the supplier or carrier. To assist us in resolving the matter promptly, please provide photos of the damage, packaging and shipping label.
Please do not return the damaged item without coordinating with our staff. We will make arrangements for its return.
How to exchange an item
If you want to exchange an item for any reason, simply let us know. By contacting us even before you start the return process, we save time in getting you the replacement item you want. We'll order the desired product from our supplier and make sure you get exactly what you need after we have received your returned item.
Return of large items (EU only)
Please keep in mind that when returning big or bulky items, there may be extra fees that you will have to cover than the ones in the table above. This is often the case if you already had to pay a special rate for delivery of the item. Before sending anything back, it's a good idea to check the below size restrictions:
- The parcel does not weigh more than 30 kg
- Its longest side does not exceed 1.5 m
- Its total dimensions do not exceed 3 m (1 x length + 2 x width + 2 x height)
If the item you want to return doesn't meet these criteria, please email us at email@example.com, and we'll provide you with a quote for the return shipping costs and discuss potential pickup options for the Benelux and France regions.
By reaching out to us before starting the return process, we can help you have a smooth experience and give you all the necessary details you need. Thank you for your cooperation.
LampTwist will refund the customer using the same payment method utilized for the initial transaction. Upon receiving the package in good condition, LampTwist will either replace the item (if available) or reimburse the purchase price to the customer's account within 15 days. The cost of the return shipment will be substracted from any refund due.