What is Chandelier policy on damaged or defective items?

We know how frustrating a damaged or defective item can be. If your item is damaged or defective, we can offer a resolution:

  • within 15 days of delivery of standard items.
  • within 3 days if delivered via Full Delivery Service, where our teams will inspect your item for any issues and confirm everything looks good upon delivery.

To ensure we make your order right, the following may be required:

  • a photo(s) of the damaged/defective item(s) to help us provide you with the best resolution.
  • the return of the original item.

If you’re instructed to return the original item and it is not received at our Returns Center, we reserve the right to reverse the refund or charge for a replacement unit. We reserve the right to refuse to service any damaged or defective item reported more than 30 days after the delivery date, or 3 days after your Full Service Delivery date.

How do I report damaged or defective items?

1) Log into your Chandelier Account and locate your item(s) under My Orders.

2) Select “Problem with this Order” (this will only appear for eligible items when reported within 30 days of the delivery date).

3) Follow the prompts to complete your request for resolution.

4) Upload photos that display the following:

  • The entire item (out of the box – if safe, please inspect the item even if the packaging is damaged)
  • The packaging if available
  • Close-up and clear photos of the damaged/defective part(s) of the item(s)

5) Once your request is submitted, you will receive an email confirming your resolution and next steps. If you are asked to return the original item, instructions will be provided via email and in your My Account.

Please have photos on hand as detailed above prior to reaching out. You may also upload photos prior to reaching out though the Incident Photo Portal in My Account:

  • Click View Details for the impacted order/item.
  • Click Incident Photo Portal.
  • Follow the instructions to upload the photos.

What if it has been more than 15 days since delivery (or more than 3 Days for Full Service Delivery) but my item has a manufacturer's warranty/protection plan?

If it has been more than 15 days since the date of delivery, or more than 3 days for Full Service Delivery, but the item has an eligible manufacturer’s warranty or protection plan, please contact us for a resolution. For all other protection plan coverage, see here for more information.

How do I know if my item has a manufacturer’s warranty?

To check item eligibility, scroll down on the item’s product page, select “Specifications,” and view Warranty details under “Warranty.”

How do I know if I purchased a protection plan?

If you purchased a protection plan for your item, it will appear as an “added” purchase on the line item in My Orders.

What if my open box or clearance item is damaged/defective?

We can assist with open box or clearance items. However, resolution options are limited.

What do I do if I am instructed to return my damaged/defective item but I don’t have the original packaging?

You can return the item in its original packaging or a similar box if the packaging has been damaged/discarded.

What do I do if I am not instructed to return my damaged/defective item?

Chandelier King is unable to provide boxes or packaging for the return.

If you are not instructed to return your item and do not receive email communications with instructions for your return, you may dispose of the damaged unit or donate it to charity.