At Teddyssmith, we design our lighting products with the same care we apply to our customer service. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchanges process to ensure your experience remains as elegant as our contemporary lighting designs.

Our Return Policy

We accept returns within 15 days of delivery for most items in their original condition (unused, undamaged, and in original packaging). Please note:

  • Custom or made-to-order lighting fixtures cannot be returned or exchanged
  • Final sale items will be clearly marked at time of purchase
  • Wall lights that have been installed cannot be returned for safety reasons

Note: For hygiene reasons, portable lamps that show signs of use (including fingerprints or marks) cannot be accepted for return.

How to Initiate a Return or Exchange

  1. Contact Us: Email [email protected] within 15 days of receiving your order with your request using our template below.
  2. Wait for Authorization: We’ll respond within 2 business days with return instructions and an RMA number.
  3. Package Carefully: Repack the item(s) in the original packaging with all accessories and documentation.
  4. Ship Back: Send the package to our warehouse using a trackable shipping method. Return shipping costs are the customer’s responsibility unless the return is due to our error.

Return Shipping Options

You may choose your preferred return shipping method. We recommend:

  • DHL/FedEx: Faster option (typically 3-7 business days)
  • EMS: More economical option (typically 7-14 business days)

Our warehouse address will be provided in your return authorization email.

Refund Process

Once we receive and inspect your return:

  • Refund Timing: Processing takes 3-5 business days after we receive the item. Your original payment method will be credited within 7-10 business days depending on your bank.
  • Refund Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal).
  • Original Shipping: The cost of original shipping is non-refundable.

Exchange Process

For exchanges:

  1. Follow the same return process above
  2. Clearly indicate in your email which item you’d like to exchange for
  3. We’ll process the exchange once we receive your return
  4. You’ll be responsible for any price difference and additional shipping costs

Damaged or Defective Items

If your lighting product arrives damaged or defective:

  • Contact us immediately at [email protected]
  • Include photos of the damage and packaging
  • We’ll arrange for a replacement or refund at no additional cost to you

Return Request Template

Use this template when emailing your return request:

Subject: Return Request – Order #[Your Order Number] Dear Teddyssmith Customer Service, I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details: – Item Name: – Reason for Return: – Preferred Resolution: (Refund/Exchange for [Item Name]) – Order Date: – Delivery Date: Please let me know the next steps and provide the return authorization details. Best regards, [Your Full Name] [Your Email Address] [Your Phone Number]

Questions?

Our customer service team is happy to assist with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 1-2 business days.

Thank you for choosing Teddyssmith to illuminate your space with our thoughtfully designed lighting solutions.