Refund policy

OYLIN RETURN & REFUND POLICY

Last updated: 23 August 2026

1. ELIGIBLE RETURNS — SAMPLE BOX ONLY
Only an OYLIN Sample Box may be returned without cause. You must contact sales@oylin.com within 14 calendar days after delivery and obtain a Return Merchandise Authorization (RMA) before sending anything back. The Sample Box must be unused, complete and in its original packaging. Opened boxes are non-returnable due to the nature of natural stone. Returns sent without an RMA may be refused. Returned materials are not restocked; returns are accepted for studio fit only.

2. MADE-TO-ORDER COMMISSIONS
All OYLIN lighting fixtures and other Made to Order products are produced specifically for the client. Once the client has approved or signed the Shop Drawings and the 50% production deposit has been paid, the order becomes final and is not eligible for cancellation, return, exchange or refund, except where mandatory law provides otherwise or where OYLIN confirms a manufacturing defect. The remaining 50% balance must be paid after production is completed and before dispatch. Standard production lead time is approximately two months. When accepted by OYLIN in writing, expedited scheduling costs US$100 and is expected to shorten the production schedule by approximately two weeks, subject to production capacity and final confirmation.

3. RETURN COSTS AND RISK
For an eligible return arising from the buyer’s decision, the buyer is responsible for all outbound and return international freight, duties, VAT/GST, customs charges, brokerage charges and handling costs. The buyer bears the risk of loss, delay and damage during return transit until the item is received and inspected by OYLIN. We recommend tracked, fully insured shipping and protective packaging.

4. DAMAGE, DEFECTS OR INCORRECT ITEMS
Inspect your shipment immediately. Report visible transit damage, defects, missing parts or an incorrect item to sales@oylin.com promptly, with the order number, packaging photographs and clear photographs or video of the issue. Do not install or alter a disputed item before receiving instructions. OYLIN will assess the claim and, where accepted, determine the appropriate repair, replacement or other remedy.

5. NATURAL MATERIAL VARIATION
Stone is a natural material. Variations in tone, veining, texture, pores and mineral inclusions are inherent characteristics and are not defects. For translucent calcite components, mineral movement and light transmission also vary by batch and are confirmed through the agreed approval process. Travertine and ordinary marble used for bodies, bases and sculptural components are specified for surface and reflected-light behaviour, not translucency. Samples and digital renders are indicative only; each finished piece is unique.

6. REFUNDS
After an authorized Sample Box return is received and inspected, we will notify you whether the return is accepted. Any approved refund will be issued to the original payment method, less non-refundable freight, duties, taxes, brokerage, handling and any loss in value caused by damage or incomplete packaging. Processing by banks and payment providers may take additional time.

7. CONTACT AND RETURN AUTHORIZATION
Do not return goods to our address without written RMA instructions. Contact: sales@oylin.com. Business and shipping address: No. 6 Yongping Street, Yongning Community, Xiaolan Town, Zhongshan City, Guangdong Province, China, 528400.