Refund policy
Last updated: September 2, 2026
At INS Home Decor, your satisfaction is our priority. However, due to the nature of our products (large, fragile items, and customized lighting), we have a specific return policy to ensure clarity and fairness. Please read carefully before making a purchase.
1. Our 30-Day Return Window
We offer a 30-day return policy. You must submit your return request within 30 calendar days upon receipt of your item. Goods must be shipped back within 7 days after return approval.
2. How to Start a Return
To initiate a return, please email us at inshomedecor@inshomedecor.com with the subject line: "Return Request - [Your Order Number]".
Return Address: 32351 Morton Rd Brookshire, TX 77423 United States
Important: Please contact us at inshomedecor@inshomedecor.com for a Return Merchandise Authorization (RMA) before sending your purchase back. Unauthorized returns to this address without prior approval will be refused.
3. Eligibility Criteria: What Can Be Returned?
To be eligible for a return, your item must meet all of the following conditions:
- Condition: The item must be unused, uninstalled, and in its original condition.
- Packaging: Must be returned in the original packaging, including all accessories, manuals, tags, and protective materials.
- Proof of Purchase: You must provide your order number.
4. Non-Returnable Items
For hygiene, safety, and customization reasons, the following items CANNOT be returned:
- Customized or Personalized Orders: Custom‑made bespoke lighting projects submitted via our Bespoke Service inquiry form (see Section 10 for full terms). Customizations are not available for direct‑add‑to‑cart shop inventory.
- Clearance & Sale Items: All discounted "Final Sale" items are non-refundable.
- Installed Items: Once a light fixture has been installed or hardwired, it cannot be returned for electrical‑safety reasons.
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Gift Cards: Gift cards cannot be returned or redeemed for cash.
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Shipping Costs: Original outbound shipping fees are non‑refundable. For free‑shipping orders, the actual outbound shipping cost incurred will be deducted from your refund amount.
Return‑shipping costs are the customer’s responsibility for customer‑initiated returns.
Return‑shipping will be covered by us for defective, damaged or incorrectly shipped orders.
5. Damaged, Defective, or Incorrect Items (Our Error)
We take full responsibility for items damaged during transit or manufacturer defects.
- Notification: Please contact us within 48 hours of delivery if your item arrives broken or defective.
- Evidence: Provide clear photos/videos of the damage and the outer packaging.
- Resolution: We will cover all costs and offer a free replacement or a full refund.
- Fragile Parts (Glass/Crystals): Due to the fragile nature of lighting fixtures, minor damages to replaceable parts (such as glass shades or crystals) during transit do not constitute a defective product. In such cases, we will gladly ship replacement parts to you free of charge. Full returns based solely on damaged replaceable parts will be treated as standard returns (buyer pays return shipping).
6. Return Shipping Costs
Who pays for return shipping depends on the reason for the return:
- Our Error (Damaged/Wrong Item): We cover all return shipping costs and provide a prepaid label.
- Buyer’s Remorse (Changed Mind/Doesn't Fit): The customer is responsible for return shipping costs, including any duties or taxes incurred during the return process.
7. Returns & Refunds
After we receive and inspect your returned item:
- Inspection: We test all returns to ensure they are in working order and match the eligibility criteria.
- Restocking Fee: Returns for non‑defective merchandise are accepted. No restocking fee will be charged. Customers are responsible for all return‑shipping costs. Please note: Oversized chandeliers incur high shipping costs; for non‑defect returns, the customer shall bear all return freight expenses. Damaged or defective items received will be fully covered by our policy.
- Processing Time: Approved refunds will be processed to your original method of payment within 7-10 business days.
8. Exchanges
We do not support direct one‑for‑one exchanges for logistics efficiency. If you need a different item, the fastest way is to:
- Return the item you have for a refund.
- Place a new order for the desired item once your return is accepted.
Note: If your fixture arrived damaged, please contact us directly for a replacement part or fixture.
9. Lost, Stolen, or Undelivered Packages
- Lost in Transit: If you have not received your package within 60 business days (excluding Bespoke custom lighting projects from our inquiry service), please email us for a full refund.
- Marked as Delivered: INS Home Decor is not liable for lost or stolen packages confirmed as "Delivered" to the address provided at checkout. We recommend ensuring your shipping address is secure.
- Incorrect Address: We are not responsible for replacing or refunding orders shipped to an incorrect address provided by the customer. If the package is returned to us, the customer must pay the reshipment cost.
10. Bespoke Custom Project Terms
These terms apply exclusively to custom lighting projects submitted via our Bespoke Service inquiry form. They do not apply to ready‑to‑ship items purchased directly from our store.
- A 50% non‑refundable deposit is required to initiate custom production. Deposit will be deducted from your final balance. Once production commences, NO cancellation or modification is allowed.
- Cancellations are permitted only before production begins. No cancellation is accepted once manufacturing has started.
- Custom‑made lighting items are non‑returnable & non‑refundable due to their unique, non‑resalable nature.
- All ready‑to‑ship inventory purchases are governed by our standard return policy.
Promo Code Exclusion: Promo code OFF10 applies exclusively to ready‑to‑ship store orders. Discounts cannot be applied to bespoke custom lighting projects.
Need Help?
If you have any questions regarding returns or damages, please contact our support team at inshomedecor@inshomedecor.com.