Returns & Refunds

Every lamp is 3D printed to order and checked by hand before dispatch. Because each piece is made individually rather than pulled from stock, we do not accept returns for change of mind. If something arrives damaged, faulty or wrong, we will always put it right.

What we cover

We will replace or refund any item that:

• arrives damaged in transit
• has a manufacturing defect
• is the wrong product, colour or variant
• does not match how it was described or advertised

Sale items are covered too. A discount does not affect your right to a replacement or refund if the item arrives damaged, defective or incorrect.

What we do not cover

• Change of mind or personal preference
• Exchanges for a different design, colour or finish
• Customised or personalised pieces
• Gift cards
• Items used, damaged or altered after delivery
• Items returned without their original packaging, accessories or inserts

Damaged in transit, or wrong item

Email support@thesubstans.com within 48 hours of delivery with:

• your order number
• a continuous unboxing video, filmed from the sealed parcel onwards
• clear photos of the problem

The unboxing video is what allows us to claim against the courier, which is why we ask for it on transit-damage claims. Filming your parcel as you open it takes a few seconds and protects you as much as us.

Manufacturing defects

Some faults only show up in use. If your lamp develops a manufacturing defect — a failing part, a flaw in the print, an electrical fault — contact us within 7 days of delivery with your order number and photos or a short video of the issue. An unboxing video is not required for these claims.

What happens next

• We review your claim within 2–5 business days.
• If approved, you choose a replacement (subject to availability) or a refund.
• Where we need the item back, we arrange and pay for the return pickup.
• Approved refunds reach your original payment method within 5–10 business days.

Original shipping charges are refunded where the fault was ours. Please do not ship anything back until we ask you to.

Lost in transit

If a courier confirms your parcel lost, we will send a replacement or refund you in full. See our Shipping policy.

1-Year Limited Warranty

In addition to the claim windows above, every lamp is covered by a 1-year limited warranty against manufacturing defects, from the date of delivery.

Covered: faults in workmanship or materials present at the time of manufacture — electrical/wiring faults, structural print defects, non-functioning components under normal use.

Not covered: damage from misuse, drops, water exposure or unauthorized repairs; normal cosmetic wear inherent to 3D-printed material; issues already claimed under the 48-hour/7-day windows above.

This is separate from the windows above: those cover issues found right at unboxing (48 hours for transit damage, 7 days for manufacturing defects). This warranty covers manufacturing defects that show up later, any time in the 12 months after delivery.

To claim, email support@thesubstans.com with your order number, a description of the fault, and photos or a short video. We review within 5–7 business days and resolve approved claims by repair, replacement, or store credit, at no cost to you.

Your legal rights

Nothing in this policy limits your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. We will not refuse to take back or refund goods that are defective, deficient, or not as advertised or agreed, whatever the timelines above.

Grievance redressal

If you are not satisfied with how your claim was handled, you can escalate it to our Grievance Officer:

• Name:
• Email:
• Phone:

We acknowledge every complaint within 48 hours and aim to resolve it within one month of receipt.

Need help?

Email support@thesubstans.com.

Last updated: 21 September 2026