To return an item, please get in touch with support@oasislives.com.
We focus on the pursuit of product quality and efficient customer service. Please read the following information carefully to understand how we handle cancellations, returns, and refunds.
Return Policy
1. Return Window: We accept return requests within 30 days of delivery. We have return processing centers only in the United States and China, so all returns must be sent to one of those designated addresses.
Note: Custom-made products and light bulbs are not eligible for return.
2. Return Conditions
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Defects or Shipping Damage: If your product arrives with a manufacturer defect or is damaged in transit, we offer a 100% refund, including return shipping. Please notify us within 48 hours of delivery with clear photos and/or videos for validation.
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Personal Reasons: If you return a product for reasons such as incorrect size or change of mind, you will be responsible for the return shipping cost. Items must be unused and in original packaging. Refunds will be issued after inspection, minus the shipping cost.
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Non-returnable Customized Options：Slope-ceiling adapters, extended rods/chains, non-standard sizes/finishes.
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Damaged on Arrival：Report within 7 days with photos/videos; we replace parts or full fixture and cover return shipping if a pickup is required.
3. Damaged / defective merchandise
Oasislives takes excellent care to ensure that the quality products we offer are packaged in such a way as to ensure safe delivery to you. Please scrutinize each product upon arrival. If you receive a damaged or defective item, please contact customer service at support@oasislives.com within 48 hours.
We will offer two options for you to choose from.
- You can choose to return the product, and we will give you a full refund
- You can choose to exchange the product or replace the part (we provide it for free). If the part is damaged, we will provide a free replacement. If the damage is severe, we will replace the product for free.
How do I return a product?
We strive to make it as easy as possible for you. Please follow these three simple steps to return any part of your order by our return policy.
1. Process your return
Reply to your order confirmation email stating the item(s) you are returning. In addition, state the reason for the return and whether you need a refund or replacement product.
A customer service specialist will process your request and provide you with the correct return address. Note: If you ship the product to any other address, we will not refund you.
2. Packaging
Ensure that all parts of the returned product are entirely sealed in the original packaging, including all original packaging materials.
3. Shipping
Before shipping, please take pictures of the inside and outside of the package as a record to prove that the product is indeed in its original condition. We strongly recommend that you purchase insurance to protect packages returned to us from damage during shipping.
For shipping, please work with the shipping company of your choice to ship the product back to us. (You must pay the shipping cost first). (If the problem is related to product quality or damage during shipping, we will refund your shipping costs after confirming the problem). If you choose to sign for the shipment, please ensure that the freight forwarder allows us to sign for the load without any problems after their notification letter to renew the shipment.
After shipping, please take a photo of the receipt and waybill number and send it to us at support@oasislives.com.
Refund Processing
Once the returned item is received and inspected, we will process your refund within 10 business days. You will receive a confirmation email once the refund is complete.
Exchanges
We do not offer direct exchanges. Please return the item and place a new order. Custom-made products are not eligible for exchange.
Order Cancellation
1. Customized products cannot be cancelled.
2. For non-customized orders, you can still cancel your order after this time as long as the product has not yet shipped.
Orders Not Yet Shipped:
Orders canceled within 24 hours of purchase: Full refund.
Orders canceled or modified after 24 hours but before shipment: 5% handling fee of the order total will apply.
Orders Already Shipped but Not Yet Delivered:
Cancellations will be processed as a return, and a 15% restocking fee will be deducted from the refund.
Contact Information
We will get back to you as soon as possible. Please get in touch with us at
Phone: +1(832)814-6393
Business hours: 7 X 24H
Email: support@oasislives.com
