Refund policy

Effective Date: [2025/09/01]

At Samtwo.com, we want every piece of lighting you purchase to bring warmth and elegance to your space. If for any reason your order does not meet expectations, we provide a fair and transparent return and refund process. Please read the following carefully to understand the conditions and steps involved.

1. Eligibility for Returns

  • Return Window: You may request a return within 30 days of delivery.
  • Condition: Items must be unused, uninstalled, and in original packaging with all parts, manuals, and accessories included.
  • Resaleable State: Products showing signs of installation, wear, or alteration are not eligible for return.
  • Exclusions:
    • Custom-made or special-order lighting fixtures.
    • Clearance or final sale items.
    • Gift cards and promotional items.

2. Return Process

To initiate a return, please follow these steps:

  1. Contact Us: Email us at support@samtwo.com with your order number, product details, and the reason for return.
  2. Approval & Instructions: Our support team will review your request and provide a return authorization along with the return shipping address.
  3. Packaging: Carefully repackage the item in its original packaging to prevent damage in transit. Items not properly packaged may not qualify for a refund.
  4. Shipping: Arrange return shipping through a reliable carrier. Tracking information must be shared with our support team.

3. Shipping Costs for Returns

  • Customer Responsibility: Unless the return is due to a defective or damaged product, customers are responsible for return shipping costs.
  • Prepaid Labels: In certain cases, Samtwo may provide a prepaid return label, and the shipping fee will be deducted from your refund.

4. Refunds

  • Inspection: Once your returned item is received, our team will inspect it to confirm it meets return eligibility.
  • Processing Time: Refunds are typically processed within 7–10 business days after inspection.
  • Refund Method: The refund will be issued to your original payment method. Please note that bank processing times may vary.
  • Deductions: Shipping costs, handling fees, and any non-refundable service charges may be deducted from your refund.

5. Exchanges

At this time, Samtwo does not process direct product exchanges. If you would like a different product, please return the original item (following the above process) and place a new order.

6. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you purchased:

  • Contact us within 48 hours of delivery at support@samtwo.com.
  • Provide your order number, photos of the product, and packaging.
  • Depending on the situation, we will arrange a replacement, repair, or full refund at no cost to you.

7. Non-Returnable Scenarios

We reserve the right to deny returns or issue partial refunds under the following conditions:

  • Items returned without prior authorization.
  • Products damaged due to improper handling, installation, or misuse.
  • Returns initiated beyond the 30-day window.

8. Contact Us

If you have any questions regarding returns or refunds, please reach out:

Samtwo Home Inc
Email: support@samtwo.com
Website: www.samtwo.com