Scope of This Policy

This Return & Refund Policy applies to eligible purchases made directly through the Tinuse Light website and delivered worldwide.

Tinuse Light is registered and operated in Hong Kong. Our Hong Kong office manages business operations and customer support. Orders are fulfilled and authorized product returns are received through our designated warehouse.

Additional consumer rights may apply under the laws of your country, state, province, or place of residence. Where those rights cannot lawfully be excluded or limited, the applicable mandatory law will prevail over any conflicting part of this Policy.

30-Day Return Period

You may request a return of an eligible standard product within 30 calendar days from the date it is delivered.

Once a return is approved, the product must be shipped within 14 calendar days using the instructions and designated return address provided by Tinuse Light.

Return Condition

To qualify for return, the product must:

• Be unused, uninstalled, unwired, unmodified, and undamaged;
• Include all original components, hardware, accessories, manuals, and protective materials;
• Be returned in its original packaging wherever reasonably possible; and
• Be accompanied by valid proof of purchase.

Reasonable inspection after delivery is permitted. Installation, electrical connection, alteration, extended assembly, or use beyond what is necessary to inspect the product may affect return eligibility or result in a reasonable deduction for diminished value.

Items Not Returnable for Change of Mind

Unless required by applicable law, the following items are not eligible for change-of-mind returns:

• Bespoke, personalized, or customized products made or modified to your specifications;
• Products with customized dimensions, finishes, wiring, cord lengths, drop lengths, canopies, or configurations;
• Products that have been installed, hardwired, altered, modified, or used;
• Products marked “Final Sale” before purchase;
• Products damaged through misuse, improper handling, incorrect installation, or unauthorized modification; and
• Products returned with essential components or accessories missing.

These exclusions do not limit your rights if an item is damaged in transit, defective, incorrectly supplied, or otherwise covered by mandatory consumer law.

Order Cancellations

For standard products, please contact us as soon as possible if you wish to cancel an order. If the order has not entered dispatch processing, we will make reasonable efforts to cancel it and issue a refund. Cancellation is not confirmed until you receive written confirmation from Tinuse Light.

Once an order has been dispatched, it cannot be cancelled and must follow the applicable return process.

Customized or personalized orders may only be cancelled before production or modification begins. Once production has started, these orders cannot normally be cancelled or returned for change of mind.

How to Request a Return

Before sending any item, contact Tinuse Light at info@tinuselight.com or +852 4657 1205. Provide your order number, the product you wish to return, the reason for return, and any relevant photographs.

If the return is approved, we will provide return authorization, the correct warehouse address, packing and shipping instructions, customs guidance where required, and information about who is responsible for the return shipping cost.

Returns sent without approval or to an unauthorized address may be delayed or refused, except where applicable law provides otherwise.

Return Shipping Costs

For confirmed damaged, defective, incomplete, or incorrectly supplied products, Tinuse Light will arrange or reimburse reasonable return shipping as instructed by our support team.

For eligible change-of-mind returns, the customer is responsible for tracked and appropriately insured shipping to the designated return warehouse. The customer is responsible for the product until it is delivered and accepted at the authorized return location.

International returns must follow the packing, carrier, customs declaration, and documentation instructions supplied with the return authorization. Any prepaid return label offered by Tinuse Light may be deducted from the refund if disclosed and accepted in advance.

Original delivery charges are generally non-refundable for change-of-mind returns, except where required by applicable law.

Restocking and Diminished Value

Tinuse Light does not charge a general restocking fee for an eligible standard product returned complete, uninstalled, undamaged, and in its original condition.

Where permitted by law, a reasonable and documented deduction may be made if the returned product has lost value because of installation, wiring, alteration, use, missing parts, customer-caused damage, handling beyond reasonable inspection, or packaging damage that materially affects safe transportation or resale. Any proposed deduction will be explained after inspection.

Exchanges

The simplest way to exchange a standard product is to return the original item in accordance with this Policy and place a new order for the replacement item.

If an item is damaged, defective, incomplete, or incorrectly supplied, please contact us before placing another order so that we can review the appropriate replacement or resolution.

Refunds

After a returned item arrives, it will normally be inspected within 3–7 business days. We will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 10 business days after approval, or sooner where required by applicable law. Your bank, card issuer, PayPal, digital-wallet provider, Klarna, Afterpay, or other payment provider may require additional time to post the refund.

Amounts collected directly by Tinuse Light will be refunded where applicable. Import duties, taxes, or customs fees paid directly to a government or carrier may need to be reclaimed from the relevant authority. Currency-conversion and international-transaction fees charged by a bank or payment provider are outside Tinuse Light’s control.

If more than 15 business days have passed since refund approval, please contact info@tinuselight.com.

Refused, Unclaimed, or Undeliverable Orders

Customers are responsible for providing a complete and accurate delivery address. Address changes cannot be guaranteed after an order has entered dispatch processing.

Where a shipment is refused, remains unclaimed, or cannot be delivered because of an incorrect address or customer-related delivery failure, it may be treated as a change-of-mind return. Where permitted by law, documented return transportation, storage, customs, duty, or carrier charges may be deducted from the refund.

No such deduction will apply where the failed delivery results from an error by Tinuse Light or the carrier.

Regional Consumer Rights

Customers in the European Economic Area, the United Kingdom, and other jurisdictions may have statutory cancellation, withdrawal, refund, repair, replacement, or warranty rights in addition to this Policy.

Where mandatory local law provides more favorable rights, including different cancellation periods, refund deadlines, delivery-cost treatment, or rules for defective products, those rights will apply. Customized or clearly personalized products may be excluded from statutory change-of-mind withdrawal rights where permitted by applicable law.

Payment Disputes

If you believe a refund, payment, or order issue has not been resolved correctly, please contact us so that we can investigate it promptly.

Nothing in this Policy limits any lawful right you may have to contact your payment provider, card issuer, consumer authority, or other dispute-resolution body.