At Mosouba, we want you to be completely satisfied with your lighting purchase. We take great pride in the quality of our products, and we are committed to providing a transparent and fair return process.
If you are not entirely satisfied with your purchase, we are here to help. Please review our comprehensive return and refund policy below.
1. 30-Day Return Window
You have 30 calendar days from the date of delivery to request a return for an eligible item. If 30 days have gone by since your package was delivered, we unfortunately cannot offer you a refund or exchange.
2. Return Eligibility Criteria
To ensure a successful return and full refund, major lighting industry standards require that items must be returned in resalable condition. To qualify for a return, your item must meet the following conditions:
The item must be completely uninstalled, never wired, and in its original pristine condition.
The item must be in its original manufacturer’s packaging, including all interior foam, structural inserts, hardware packages, and instruction manuals.
Exceptions: Custom-made fixtures, altered products, or items marked explicitly as “Clearance” or “Final Sale” at the time of purchase are not eligible for return unless they arrive damaged or defective.
3. Damaged, Defective, or Incorrect Items (Merchant Responsibility)
Lighting fixtures are delicate, and we fully insure all shipments. If your item arrives damaged, defective, or is not the product you ordered, we accept full responsibility.
Cost: We will provide a 100% prepaid return shipping label, or arrange a brand-new replacement at zero cost to you.
Action Required: Please inspect your package immediately upon arrival. If you notice any damage or operational defects, you must notify our customer support team via email at service@mosouba.com within 48 hours of delivery. Please include your order number and clear photographs of the damage/defect (both the product and the outer shipping box).
If you wish to return an item due to a change of mind, buying the wrong size, color mismatch, or general dissatisfaction where the item is otherwise perfectly functional:
Cost: The customer is responsible for arranging and paying for the return shipping costs. Original shipping charges (if applicable) are non-refundable.
Restocking Fees: Unlike many large lighting retailers, we do not charge a restocking fee, provided the item arrives back at our warehouse in its original, uninstalled, and resalable condition.
5. How to Initiate a Return
To start a return process, please follow these simple steps:
Contact our support team at service@mosouba.com with your order number and the reason for the return.
Our team will review your request within 1-2 business days and issue a Return Merchandise Authorization (RMA) number along with the specific return warehouse address.
Securely pack the item in its original box, write the RMA number clearly on the outer shipping label (do not write directly on the product box), and ship it back using a trackable carrier (UPS or FedEx recommended).
Please do not send your purchase back to the manufacturer or return it without an authorized RMA number, as we will be unable to track or process your refund.
6. Refund Processing Timeline
Once your return package is received at our facility, it will undergo a standard inspection by our warehouse team within 3 – 5 business days to verify its condition.
Once approved, we will immediately initiate your refund. A credit will automatically be applied to your original method of payment (e.g., credit card, PayPal, or Stripe).
Refund Arrival Time: It typically takes 5 – 10 business days for the refund to officially post on your bank or credit card statement, depending entirely on your financial institution’s processing times.
7. Contact Us
For any inquiries regarding returns, cancellations, or updates on your refund status, please reach out to our dedicated support compliance team:
Brand Name:Mosouba
Customer Support Email:service@mosouba.com
Mailing Address:Room 02, Unit 2, Building 1, Timber Company Community, North Qinzhou Road, Dingchang Town, Qin County, Changzhi City, Shanxi Province
