Refund policy

30-DAY RETURN POLICY

We want you to be satisfied with your purchase. For eligible products, ATY Home Décor offers a 30-day return period from the date of delivery (excluding Shipping Insurance and items identified below as non-returnable).

To qualify for a return, the item must be returned in its original packaging, unused, unworn, uninstalled, and in the same condition in which it was received, with all original tags, labels, accessories, components, and documentation included.

Any damaged, defective, or missing items or components must be reported to our Customer Service team within 14 days of delivery. Photos and/or videos documenting the condition of the product, packaging, and shipping carton may be required so that we can evaluate the issue and provide an appropriate resolution.

MADE-TO-ORDER & CUSTOMIZED PRODUCTS

Made-to-order and customized products are not eligible for return or refund.

Many ATY Home Décor products are individually manufactured or customized specifically for each customer. Because of the materials, labor, and production costs associated with these products, they cannot be returned or refunded once production has begun.

Non-returnable products include, but are not limited to:

  • Chandeliers featuring custom handblown glass
  • Crystal chandeliers manufactured or configured to order
  • Fixtures with customized colors or finishes
  • Fixtures manufactured to customer-requested specifications
  • Products with customized dimensions or configurations
  • Fixtures produced with customer-specified suspension cable or hanging lengths
  • Other products clearly identified as Made-to-Order or Custom at the time of purchase

Made-to-order or customized products are also not eligible for return due solely to production, carrier, customs, or delivery delays. This exclusion does not affect our policy regarding products that arrive damaged, defective, or materially different from the order placed.

INITIATING A RETURN

1. Request Return Authorization

Please contact our Customer Service team with your order information, a detailed explanation of the reason for your return, and any relevant photos or videos.

If your item is eligible for return, we will provide you with a Return Merchandise Authorization (RMA) number and return instructions, including the appropriate return address.

Do not return an item without prior authorization. Products returned without an RMA number or to an unauthorized address may not be accepted or refunded.

2. Ship Your Return

Please securely package the product in its original packaging and include your order information and RMA number inside the package.

We strongly recommend using a shipping carrier that provides tracking and proof of delivery. Unless the return is the result of an error by ATY Home Décor or otherwise agreed to by us, the customer is responsible for return shipping costs and any applicable duties, taxes, brokerage fees, or other charges associated with the return.

3. Inspection & Refund

Once your return has been received, we will inspect and, when applicable, test the product. We will email you to confirm receipt and notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method, generally within seven business days after the return has been inspected and approved. Your bank or credit card provider may require additional time to post the refund to your account.

Returned products that show evidence of installation, use, damage, missing components, altered wiring, wear and tear, or other conditions that prevent the product from being resold as new may qualify for only a partial refund or store credit.

ATY Home Décor reserves the right to assess a 15%–25% restocking or refurbishing fee when the condition of an eligible returned product requires additional inspection, repackaging, repair, replacement of missing materials, or refurbishment.

INSTALLATION & OTHER COSTS

ATY Home Décor does not reimburse installation, removal, electrician, contractor, labor, equipment rental, modification, or other third-party costs or expenses incurred in connection with the installation, removal, repair, replacement, or use of our products.

To the extent permitted by applicable law, any refund or reimbursement provided by ATY Home Décor will not exceed the amount paid for the affected product.

ORDER CANCELLATIONS

Once an order has been placed, cancellation cannot be guaranteed.  We begin processing orders promptly, and some products may enter production shortly after an order is received. Once a made-to-order or customized product has entered production, the order may no longer be eligible for cancellation.

Orders that have already been shipped cannot be canceled. If an eligible, returnable product has already been shipped, it may be returned after delivery in accordance with the Return Policy outlined above.

Please contact us as soon as possible if you need to request an order cancellation.

EXCHANGES

We do not process direct product exchanges.  If you would like a different eligible product, please return the original item in accordance with our Return Policy and place a new order for the replacement product.  Made-to-order and customized products remain subject to the exclusions described above.

DAMAGED OR DEFECTIVE ITEMS

If your order arrives with visible damage to the shipping carton or packaging, please accept the delivery whenever reasonably possible and photograph the condition of the package before opening it. Please also retain all packaging materials while your claim is being reviewed.

ATY Home Décor will work with you to replace products or components that are confirmed to have arrived damaged or defective.

Damage, defects, or missing components must be reported to us within 14 days of delivery. This reporting period is necessary because shipping carriers and insurance providers impose time limitations on freight and damage claims.

When submitting a claim, photographs and/or videos of the product, damaged components, packaging, shipping carton, and shipping label may be required. Please do not discard the product or its packaging until ATY Home Décor has completed its review and provided instructions.

Depending on the nature of the issue, ATY Home Décor may provide replacement components, replacement merchandise, repair assistance, or another appropriate resolution.

NEED HELP?

If you have questions regarding a return, cancellation, damaged product, or refund, please contact our Customer Service team by completing our contact form.