Return Policy

Clear guidelines regarding our 30-day return window, item eligibility, inspection processes, and refund procedures for lighting fixtures.

At PANORAOY, we want our customers to have a clear and straightforward return experience. This Return & Refund Policy applies to eligible purchases made through panoraoy.com.

1. 30-Day Return Window

Customers may request a return within 30 days after confirmed delivery of an eligible lighting order. Before returning any product, please contact our customer support team at service@panoraoy.com. Our team will review your request, confirm eligibility, and provide the applicable return instructions and warehouse address.

Please do not send products back without contacting us first. Returns sent without prior authorization or to an unauthorized address may experience delays or may not be processed.

2. Return Eligibility

Unless a product was received damaged, defective, incorrect, incomplete, or is otherwise eligible for a remedy under applicable law, returned lighting fixtures should generally be:

• Unused or in like-new condition
• Free from customer-caused scratches, dents, or electronic damage
• Unaltered and un-disassembled
• Returned with all original components, power adapters, or bulbs
• Returned in original protective packaging where reasonably possible

Proof of purchase, such as an order number or confirmation, is required. Because our items often include fragile glass shades, delicate electronic mechanisms, or precision metal joints, returned items must be packaged securely to prevent transport damage. We inspect all returned products before approving a refund.

3. Opened or Used Products

Opening a product to inspect it does not make it ineligible for return. However, where permitted by applicable law, preference-based returns of opened products should not show signs of excessive use, misuse, customer-caused damage, missing components, or improper handling. Where a product has experienced a material loss in value due to customer handling beyond what was reasonably necessary to inspect it, an appropriate deduction may apply.

4. Non-Returnable Items

Where permitted by applicable law, certain products may not be eligible for preference-based returns, including:

• Personalized or custom-modified lighting fixtures
• Gift cards and final sale items
• Products damaged through misuse, voltage mismatch, or improper installation
• Products modified or disassembled without authorization
• Products missing significant components because of customer handling

Nothing in this section limits statutory consumer rights that cannot legally be excluded.

5. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your PANORAOY lighting order promptly after delivery. This is particularly important for delicate fixtures containing glass components, articulating arms, or levitation magnets. If your order arrives broken, scratched, defective, incorrect, or incomplete, please contact us immediately and provide:

• Your order number and product name
• Clear photographs of the damaged item (e.g., cracked glass, dented housing)
• Photographs of the inner and outer packaging
• A photograph of the shipping label
• A short video demonstrating the issue where relevant (such as testing an LED panel or levitation base)

After reviewing the information, we will provide appropriate next steps, such as replacement parts, a full replacement, or an appropriate refund.

6. Basic Product Checks Before Return

For certain functional issues, our team may provide basic troubleshooting guidance—such as checking power connections, verifying voltage adapters, or properly resetting a magnetic levitation globe. You are never required to continue using any fixture that appears structurally damaged, electrically unsafe, or broken.

7. Return Shipping Costs

For preference-based returns (such as change of mind, incorrect style selection, or preference changes), customers are generally responsible for return shipping costs where permitted by law. If PANORAOY confirms that a product arrived damaged during transit, defective, or incorrectly supplied, we will cover the return shipping costs or provide a prepaid shipping label.

8. Original Shipping Charges

Original shipping charges are generally non-refundable for preference-based returns unless the return results from an error on our part, a defective item, or where applicable law requires reimbursement.

9. Return Address

Return addresses vary depending on the product type, fulfillment center, and your region. Please do not ship items back to our registered corporate address unless specifically instructed by our support team. The correct return address will be provided upon return approval.

10. Return Packaging

Because PANORAOY fixtures contain fragile parts (glass shades, precision joints), customers must package returns carefully using the original protective foam and boxes to prevent damage during transit. Customers are fully responsible for ensuring preference-based returns are adequately packaged.

11. Missing Accessories or Components

Where permitted by applicable law, a refund may be reduced if returned items are missing core components, power cables, remotes, or protective packaging originally supplied with the order.

12. Return Inspection

Upon receiving a returned item, our warehouse team conducts a thorough inspection to verify product condition, identity, and the presence of all components. Approval of a return request does not constitute final refund approval until physical inspection is completed.

13. Refunds

If a return is approved following inspection, your refund will be issued to your original payment method. Processing times vary depending on your financial institution or card issuer before funds reflect in your account.

14. Refund Deductions

Where permitted by law, appropriate deductions may be made for material loss in value resulting from customer-caused breakage, missing parts, unauthorized modifications, or improper handling.

15. Exchanges

Exchange availability depends on current inventory. If your preferred color, finish, or model is out of stock, our support team will assist you with processing a return and placing a new order for the desired item.

16. Order Cancellations

If you wish to cancel an order, please contact us immediately at service@panoraoy.com. While we make every effort to assist before fulfillment begins, we cannot guarantee cancellation once an order has entered processing, packing, or dispatch.

17. Refunds for Canceled Orders

If an order is successfully canceled prior to dispatch, a full refund will be promptly issued to your original payment method.

18. Refused or Unclaimed Deliveries

Refusing delivery without authorization does not automatically qualify an order for a full refund. Packages returned due to refusal or failure to accept delivery may be subject to return shipping deductions where permitted by law.

19. International Returns

International returns may involve extended transit times and customs procedures. Please contact our support team prior to shipping any international return to ensure proper documentation and avoid unnecessary customs clearance fees.

20. Consumer Rights

This Return & Refund Policy supplements and does not replace statutory consumer rights provided under applicable local laws. Where mandatory consumer protection laws provide greater rights, those legal rights shall take precedence.

21. Contact Us

If you have questions regarding a return, refund, exchange, or damaged shipment, please contact us:

PANORAOY — Sculpting Light, Elevating Spaces.