Last Updated: June 2026
At Zora Lamp, we stand behind the quality of our home and lighting products and want you to be completely satisfied with your purchase. If you need to return an item, request a refund, or cancel an order, we offer a transparent and straightforward policy outlined below.
1. 30-Day Return Policy
You have 30 days from the date of delivery to request a return. To be eligible for a return and subsequent refund, your item must meet the following criteria:
The item must be in its original, unused, and unassembled condition.
The item must be securely returned in its original packaging with all inserts, hardware, and instructions included.
2. Non-Refundable Items
Please note that certain items are strictly exempt from being returned or refunded:
Customized, personalized, or custom-produced lighting items.
Items that have been installed, modified, used, or damaged by the customer.
Items returned more than 30 days after the delivery date.
3. Quality Issues & Damaged Goods
As noted in our Shipping Policy, home lighting products are fragile and require delicate handling. It is the customer's responsibility to inspect the package immediately upon receipt. If your product arrives broken, defective, or with missing parts due to carrier transit errors or manufacturing defects, we highly recommend reporting the issue within 2 days (48 hours) of delivery.
To initiate a claim for quality issues or shipping damage, please follow these essential steps:
Before Signing (If Applicable): If a carrier signature is required, please carefully inspect the outer carton and note any visible damage on the delivery receipt before signing.
Notification: Please notify our customer care team via email at support@zoralamp.com. Reporting within the preferred 48-hour window allows us to lock in immediate carrier insurance claims.
Required Evidence: To process your claim and enable us to file a damage report with our logistics insurance partners, please provide:
- A clear photo of the shipping label on the outer box.
- Clear photos showing any structural damage to the outer box.
- Photos and a detailed short video clearly showcasing the damaged or defective area of the lighting fixture.
- Resolution: For verified quality issues or carrier-inflicted damage, Zora Lamp will issue a full refund or dispatch a brand-new replacement completely free of charge. The customer will bear zero extra costs.
Important: Please do not discard any original packaging or boxes until the issue is fully resolved, as shipping carriers (such as UPS/FedEx) require physical packaging verification to authorize and fulfill damage compensation.
4. Non-Quality Returns & Associated Fees
If you wish to return an item for personal reasons (e.g., buyer's remorse, changed mind, item doesn't fit the room aesthetic, wrong style selected), the return is subject to the following structural fees:
Return Shipping Cost: While we offer free shipping on your initial order as stated in our Shipping Policy, the cost of return shipping for non-quality reasons is the responsibility of the customer. To make the process hassle-free, we will provide you with an official return shipping label. Because home and lighting products are large-item freight and vary significantly in dimensions, the actual carrier cost of this label will be calculated upon return and deducted directly from your final refund.
Restocking Fee: A 20% restocking and processing fee will be deducted from your total refund amount to cover warehouse labor, custom inspection, and repackaging costs.
5. Order Cancellations & Modification Nodes
Our automated order system processes requests rapidly to ensure timely transit.
Cancellation or modification capacity and associated fees depend heavily on your order's exact processing status at the time of your request:
Node 1: Prior to Fulfillment (Within 24 Hours): If your order is within 24 hours of placement and no shipping label or tracking number has been generated, you may cancel or modify the order. Fee: $0 (Free cancellation / Full refund).
Node 2: Processed & Staged But Not Shipped: If your cancellation request is received after 24 hours and the order has already been picked, customized, and securely staged with specialized fragile protective packaging at our facility, but has NOT yet left our warehouse gates, the order can still be canceled. However, a fixed 15% Custom Staging & Material Cost will be deducted from your refund to cover the non-reusable specialized crating and labor consumed during preparation.
Node 3: After Physical Shipment / In Transit: Once a package has physically departed our warehouse, the order cannot be immediately cancelled or intercepted, as we cannot terminate logistics currently in progress. You must wait until you receive the physical package and then initiate a standard non-quality return. Fee: Subject to the 20% restocking fee + actual return shipping costs as detailed in Section 4. For customized or custom-produced items, cancellations or modifications cannot be accepted once the specialized production process has formally commenced.
6. How to Initiate a Return
To request a return, please complete the following steps:
Contact our customer care team via email at support@zoralamp.com to state your intent to return, referencing your original order number.
Receive Authorization & Label: Our team will review the request against our standard criteria and email you an official Return Merchandise Authorization (RMA) number along with a prepaid return shipping label and the secure address of our local facility: 356 South Ave, Suite 1A Door 10, Whitman, MA 02382, United States. Returns sent without prior trackable RMA authorization will be rejected at our warehouse.
Print and securely attach the provided label to the original packaging, then drop the package off at the designated carrier location. Please contact our support team to obtain a Return Merchandise Authorization (RMA) before shipping your items. Returns sent without prior trackable authorization may experience significant delays in processing or verification at our warehouse.
7. Refund Processing Timelines
Once your return package is delivered to our USA warehouse, please allow up to 10 business days for our team to inspect the item and verify its condition. Once approved, your refund will be automatically applied to your original method of payment. Depending on your financial institution or credit card provider, it may take an additional 2 to 7 business days for the funds to formally reflect on your statement.
Contact Us
For any further inquiries regarding cancellations, restocking structures, or to request a return shipping label, please contact our support team:
Email: support@zoralamp.com
Phone: +1 (385) 588-1098
Business Hours: Monday–Friday, 9:00 AM - 6:00 PM (MT)
USA Warehouse: 356 South Ave, Suite 1A Door 10, Whitman, MA 02382, United States
Company: ZORALAMP LLC
Business Address (Headquarters): 1400 Welton St, Denver, CO 80202, United States