Return and refund policy

At Substans, every lamp is carefully crafted, finished, and inspected before dispatch. As a small-batch design studio, we prioritize quality over mass production. Every order is packed with great care to ensure it reaches you in perfect condition.

Because of the limited nature of our products, all purchases are considered Final Sale unless they arrive damaged, defective, or incorrect.

Return Eligibility

A return or replacement may be approved only if:

• The product arrives physically damaged during transit.
• The product has a verified manufacturing defect.
• You receive the wrong product or incorrect variant.
• The item is unused and in its original condition.

To submit a valid claim, you must provide:

• A claim within 48 hours of delivery.
• A continuous unboxing video starting from the sealed package being opened.
• Clear photographs showing the issue.
• Your Order ID.
• Original packaging, tags, accessories, and complimentary items.

Claims submitted without an unboxing video cannot be processed.

The Substans reserves the right to reject claims that do not satisfy these requirements.

---

Exchange Policy

We only offer exchanges for approved damaged, defective, or incorrectly delivered products.

Once your claim has been verified, we may offer:

• A replacement of the same product (subject to availability)
• A refund to your original payment method if a replacement is unavailable

We do not offer exchanges for different designs, colors, finishes, or products due to customer preference.

---

Non-Returnable Items

The following items cannot be returned or exchanged:

• Products purchased during promotional or clearance sales.
• Customized or personalized products.
• Limited edition products.
• Gift cards.
• Products damaged after delivery.
• Used products.
• Products without original packaging.
• Products missing accessories, tags, inserts, or complimentary items.
• Claims made after 48 hours of delivery.
• Claims submitted without an unboxing video.
• Orders placed incorrectly by the customer.
• Returns requested due to change of mind or personal preference.

---

Return Process

If your order qualifies for a claim:

Step 1

Email us within 48 hours of delivery.

Step 2

Include:

• Order Number
• Unboxing Video
• Photos of the issue
• Brief explanation

Step 3

Our quality team will review your request within 2–5 business days.

Step 4

If approved, we'll provide further instructions regarding replacement or refund.

Please do not return any item unless instructed by our support team.

---

Return Window & Fees

---

Refunds

Refunds are issued only after an eligible claim has been approved. Claims for damaged, defective, or incorrectly delivered products must be submitted within 48 hours of delivery and include a continuous, unedited unboxing video showing the sealed package, shipping label, opening process, product, and reported issue.

Where a return is required, the product must first be received and inspected. Approved refunds are processed within 5–10 business days to the original payment method. Original shipping charges are non-refundable unless the product was damaged, defective, or incorrectly delivered.

This policy does not limit any rights available to customers under applicable consumer-protection laws.

---

Damaged or Incorrect Orders

If your order arrives damaged or incorrect:

Please notify us within 48 hours and include:

• Continuous unboxing video
• Clear photographs
• Order Number
• Description of the issue

Once verified, we will arrange a replacement or issue a refund.

---

Final Sale Policy

All products sold at Substans are considered Final Sale.

Returns, refunds, or exchanges are only accepted if the item is:

• Damaged during transit
• Defective due to manufacturing
• Incorrectly delivered

This policy helps us maintain responsible production, reduce waste, and continue creating limited-run designer pieces.

---

Need Help?

For any questions regarding your order, shipping, returns, or claims, please contact us.

Email: support@thesubstans.com