Returns and Damage Claims

CYVAREL lamps are handmade to order in our Huizhou factory for wholesale and project buyers. Because each order is built to an agreed specification, return and claim terms are confirmed in writing with each quotation or purchase contract. This page explains the general process.

Before your order ships

Most issues are cheaper to fix before a lamp leaves the factory. We confirm specifications, glass colours and samples with you during the quotation stage, and we share photos and videos during production so changes can be made early. See our sample inspection record for what we check.

If something arrives damaged

• Inspect the cartons on delivery before signing.
• If a carton is deformed, wet or damaged, photograph it and note the damage on the delivery receipt, or refuse the carton.
• Notify us within 24 hours of delivery.
• Send photos of the outer carton, the inner packing and the damaged item, with the item number and your order reference.

Having the damage recorded by the carrier at delivery is essential for the insurance claim, so please do not discard packing until the claim is settled.

How claims are resolved

Once we have reviewed your photos we will agree a remedy with you in line with the terms of your order. Please keep all packing materials until the claim is closed.

Other return requests

For any other return question, including quality concerns or incorrect items, contact our team with your order reference and photos. Terms for your order are set out in your quotation. Shipping and packing details are on our shipping and delivery page.