Refund policy

OYLIN RETURN & REFUND POLICY

Last updated: 23 August 2026

1. SAMPLE BOX RETURN REQUESTS
Any return request for a Sample Box will be reviewed individually under this Return & Refund Policy and must receive prior written approval from OYLIN before the item is sent back. Any rights that cannot be excluded under applicable law remain unaffected.

2. MADE-TO-ORDER COMMISSIONS
All OYLIN lighting fixtures and other made-to-order products are produced specifically for the client. Made-to-order projects are generally confirmed on a 50% deposit and 50% balance before shipment basis, unless different terms are agreed in writing for a specific order.

Before non-recoverable material purchasing, custom engineering or formal production costs have been incurred, cancellation may be eligible for a partial deposit refund after deducting actual non-recoverable costs already committed to the order. Once confirmed materials have been purchased, custom engineering has begun, or formal production has started, the 50% deposit is non-refundable.

Because OYLIN pieces are made to order, ordinary change-of-mind returns may not be available once materials have been committed, custom engineering has begun or production has started. This does not limit any rights that cannot be excluded under applicable law.

3. RETURN COSTS AND ARRANGEMENTS
For an approved Sample Box return, the return method and responsibility for freight, duties, taxes, customs, brokerage and handling costs will be confirmed in writing before the item is sent back. Tracked, appropriately insured shipping and protective packaging may be required as part of the return instructions. Any rights that cannot be excluded under applicable law remain unaffected.

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 a product before receiving written return instructions from OYLIN. Contact sales@oylin.com. Where a return is approved, the applicable return address and shipping instructions will be provided in writing before the item is sent back.