Damages Policy

Received a faulty or damaged item?

We're sorry to hear you have received a faulty item. Whilst at Cachandeliers, we take great pride in ensuring each product is tested and inspected before dispatch, certain aspects such as handling during transit may cause damages or defects.

If you notice any damage when you receive your package, notify us right away. Please send clear pictures of broken or damaged items along with the full packaging and shipping label, and we will arrange for prompt replacement parts at no cost to you.

You must send us an image or video of the broken or faulty product, inner and outer packaging to be eligible for replacement components. You must inform us of the faulty or damaged product immediately upon opening the package, and within 7 days of it being signed for, otherwise we cannot provide replacement for damaged or defective items. Please note – we prioritize replacing defective items. If a replacement cannot be provided within a reasonable time frame, we will offer a full refund at the customer’s discretion.

To be eligible for a return and replacement, your item must be unused and in the same condition that you received it. It must also be in the original packaging and uninstalled. A partial refund applies in cases where the item can be restored to its intended state. Rest assured, if something is not right, we will make it right, as customer satisfaction is our priority.

Do I have to pay for the return of the damaged item?

We will be responsible for shipping costs and product replacements for those products that meet the following conditions:

• products with manufacturing defects or damages during transit that make it impossible to use even after installing replacement components provided by Cachandeliers

• product received is totally different from the order

The buyer is responsible for shipping costs for any other reason not listed above. You can read our full return policy.