Returns

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.

While the law grants a 14-day withdrawal period, LampTwist extends this to 30 days*, starting the day after you receive your order.

You can download the official withdrawal form here: Withdrawal Form.

* If your order arrives damaged, please notify us within 72 hours.

Our extended return period allows you to check if the product suits your space. You may inspect it as you would in a showroom—checking its quality and fit. However, if you install or use it extensively, it is considered accepted, and a depreciation fee may apply if returned with signs of damage or heavy use. This does not affect your warranty rights.

• Returns must be made within 30 days of receiving your order.
• Items must be in good condition and not excessively used. If they show signs of damage beyond normal inspection, a deduction may apply.

For a smooth return:

• Including all accessories, manuals, and documentation is recommended but not required.
• Use the original packaging if possible, or secure alternative packaging to prevent damage.

Items that do not meet these conditions may be refused. In that case, the item will remain your property, and you will have 14 days to collect it from our warehouse.

If a product is returned in a condition that prevents it from being resold as ‘new’ but is still sellable, a depreciation fee may be deducted from your refund.

Need to return an item from a country within the EU? No problem! Follow these easy steps:

1. 1 - Head to the LampTwist Return Portal
2. 2 - Enter your order number (it starts with ‘S’ or ‘#’) or tracking code, along with your zip code.
3. 3 - Choose which items you want to return.
4. 4 - Choose the drop-off point that's convenient for you.
5. 5 - Download and print the return label.
6. 6 - Pack the item carefully to prevent damage during transport. We recommend using the original packaging for added protection, but if it's unavailable, please use a secure alternative.
7. 7 - Attach the return label securely to the package.
8. 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 support@lamptwist.be. We're here to help!

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:

(1) Islands excluded

(2) Kerry & Clare county excluded

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:

LampTwist
Rue du mont d'Orcq 16
7503 Froyennes
Belgium

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.

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.

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)

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 14 days. The cost of the return shipment will be substracted from any refund due.