Refund policy

VORELLI® Return & Refund Policy

At VORELLI®, every piece is made-to-order and undergoes rigorous Quality Assurance & Quality Control checks before leaving our workshop. This ensures the highest standards of craftsmanship for our clients worldwide.

Damages & Incorrect Items

Please inspect your order carefully upon receipt. If you discover:

Damages or defects, or
Incorrect or missing items

All damages or discrepancies must be reported within 48 hours of delivery. Claims made outside this period may not be eligible for replacement, repair, or refund, as VORELLI® cannot be held responsible once items have been received and accepted.

Important: Access costs, electrician or tradesmen fees, or installation-related expenses are never covered or reimbursed by VORELLI®. We are a lighting manufacturer, not the installer.

Exchanges

Exchanges must be requested within 14 days of delivery. For requests made between 15–30 days, a 30% handling & restocking fee will apply. After 30 days, exchanges are not accepted.

The customer is responsible for arranging and covering the cost of the return courier/delivery.
If the exchange is required due to a VORELLI® mistake, we will arrange a collection at our cost.
If the client has ordered the incorrect colour, size, or specification, they are responsible for the return shipping and associated costs.
Products must be unused, in original condition, and returned in their original packaging.

Once the return is received and inspected, your replacement item will be released for delivery.

Refunds

Once your returned item is received and inspected:

You will be notified of approval or rejection.
Approved refunds will be processed back to your original payment method.
Returned items must be in original, unused condition and packaged securely. VORELLI® reserves the right to refuse returns or deduct costs if items are not returned in saleable condition.
The client assumes responsibility for goods until they are received by VORELLI®. We recommend using an insured courier service for all returns.

Please note: banking and card providers may take several business days for funds to reflect.

Installed Goods

We cannot accept returns on items that have been installed or used, unless they are confirmed to be electrically faulty. Installed products cannot be resold. In such cases, replacement parts will be provided where appropriate.

It is the buyer’s responsibility to check the specification, finish, quality, and suitability of the product upon delivery, before instructing installation. VORELLI® cannot be held liable if a product is installed without these checks being carried out correctly.

Retail Clients (B2C)

0–14 days from delivery
Returns may be requested for eligible items. Products must be unused, in original condition, and returned in original packaging. No restocking fee applies.

15–30 days from delivery
Returns may still be considered; however, a 30% handling & restocking charge will apply. Clients are responsible for return transport.

After 30 days from delivery
Returns are not accepted.

Trade & Professional Clients (B2B)

All sales are final as items are made-to-order.
Returns are only accepted with prior written authorisation from VORELLI®.
Approved returns are subject to a 30% handling & restocking charge plus transport/collection costs.
No returns are accepted beyond 30 days of delivery.

Lamps & Bulbs

May only be returned if unopened and in original packaging.
Returns are subject to a 30% handling & restocking charge plus transport/collection costs.

Defective or Damaged Goods

Transit damage or visible defects must be reported in writing with photographic evidence within 48 hours of delivery. Claims made outside this period may not be eligible.

- Within 30 days: clients may reject the goods for a full refund.
- After 30 days (up to 6 months): VORELLI® will arrange repair or replacement first. Refunds are only offered if repair or replacement is not possible.
- Manufacturing defects not visible on delivery are covered under statutory consumer rights:
- Issues caused by misuse, incorrect installation, or poor handling are not covered.

Access & Installation Costs

VORELLI® does not cover, contribute to, or reimburse:

electrician or tradesmen fees
access or installation-related costs
project delays arising from installation, couriers or third-party works

Clients must ensure professional installation arrangements are in place.

Global Consistency

This policy applies worldwide, subject to mandatory consumer protections in local jurisdictions. International clients are responsible for all return shipping, duties, and taxes. These costs are non-refundable.

VORELLI® reserves the right to update this policy in line with evolving international standards and regulations. All returns and refunds are at the discretion of VORELLI®, in line with this policy.