Refund policy

Our promise

We want you to love the lighting you bring home. If something isn't right, Ambient home offers a straightforward 30-day return policy. This Return & Refund Policy explains which items can be returned, how to start a return, who pays for return shipping, and when you will receive your refund.

Return window

You may request a return within 30 days of the date your order was delivered, as shown by the carrier's tracking information. To be accepted, your return request must be submitted within this period. Once your return is authorized, please ship the item back within 14 days.

Eligibility & condition

To be eligible for a return for a reason other than damage, a defect or our error, items must be:

• Unused and uninstalled, in the same condition in which you received them;
• Returned in the original packaging with all parts, hardware, bulbs (if included), accessories and manuals;
• Accompanied by your order number or proof of purchase.

Items that are damaged, defective or incorrect are always eligible for a return, replacement or refund within the return window, whether or not they have been opened or installed.

Reasons for return & refund

We accept returns and issue refunds for the following reasons:

Because standard shipping is free, no original shipping charge is deducted from any refund.

Non-returnable items

The following cannot be returned unless they arrived damaged, defective or incorrect:

• Gift cards;
• Items clearly marked "Final Sale" on the product page at the time of purchase;
• Custom or made-to-order items clearly identified as such on the product page;
• Items that have been installed, wired, altered, or damaged through misuse, improper installation or accidents after delivery (change-of-mind returns only);
• Items returned without prior authorization or after the return window has closed.

How to start a return

1. Contact us at support@ambienthome.shop or through our contact form within 30 days of delivery. Include your order number, the item(s) you want to return and the reason. For damaged, defective or incorrect items, please attach clear photos or a short video.
2. Receive your return authorization. We reply within 1–2 business days with a Return Authorization (RMA) number, the return address and step-by-step instructions — and a prepaid return label when the return is free.
3. Pack and ship. Pack the item securely in its original packaging, write your RMA number on the outside of the box and ship it within 14 days. We recommend a trackable shipping service.
4. Get your refund. Once your return arrives and is inspected, we email you to confirm and process your refund within 7 business days.

Please do not send items back without an authorization — returns sent to any other address, including our business address, cannot be processed.

Return shipping costs

If the return is due to our error — the item arrived damaged, is defective, is not as described, has missing parts, or we sent the wrong item — return shipping is free. We will email you a prepaid return label, and for some items we may not require a return at all.

For change-of-mind returns, you are responsible for the cost of shipping the item back to us, using the carrier of your choice. Return shipping costs are not refundable. We recommend a trackable service, as we cannot be responsible for returns lost in transit.

We do not charge restocking fees.

Refunds

When your return arrives, we inspect it and email you to confirm whether the refund is approved. Approved refunds are processed within 7 business days of receiving the returned item (or within 7 business days of approving a claim that does not require a return).

• Refunds are issued to your original payment method. If you paid with a gift card, the refund is returned to the gift card.
• You receive a full refund of the item price, plus any taxes charged on it.
• After we process the refund, your bank or card issuer typically takes 5–10 business days to post it to your account.
• If a return does not meet the eligibility requirements, we will contact you to explain and, where possible, return the item to you.

Exchanges & replacements

If you received a damaged, defective or incorrect item, we will send a replacement of the same item at no cost, subject to availability. If a replacement is not available, we will issue a full refund.

For a different item, color or size, the fastest way is to return the original item for a refund and place a new order for the item you want.

Damaged, defective or wrong items

Please inspect your order when it arrives. If anything is damaged, defective, missing or incorrect, contact us at support@ambienthome.shop with your order number and photos of the item, the packaging and the shipping label. We encourage you to report damage within 7 days of delivery so we can file a carrier claim quickly, but any such issue reported within the 30-day return window is covered. We'll make it right with a free replacement, missing parts, or a full refund — your choice where available.

For hardwired fixtures, please do not attempt to repair a defective product yourself. Stop using the item and contact us.

Order cancellations

You can cancel your order free of charge at any time before it ships by contacting us at support@ambienthome.shop. We will issue a full refund to your original payment method. Once an order has shipped, it can no longer be cancelled, but you can return it under this policy after delivery.

Late or missing refunds

If you haven't received your refund after the timeframes above, please first check with your bank or card issuer, as posting times vary. If you still need help, contact us at support@ambienthome.shop and we will send you the refund confirmation details.

Questions

• Email: support@ambienthome.shop
• Phone: (919) 330-4041
• Support hours: Monday – Friday, 9:00 AM – 5:00 PM
• Delivery questions: see our Shipping Policy