Last updated: July 2026
We want your Nitela lamp to arrive beautifully and feel meaningful from the moment it is opened. Because many of our items are handmade and may include personalization, please read this policy carefully before placing an order.
Return Window
For eligible non-personalized items, you may contact us within 14 days of delivery to request a return. Items must be unused, in original condition, and returned with the original packaging and accessories.
Personalized & Engraved Items
Personalized or engraved products are made specially for your order. These items cannot be returned or refunded unless they arrive damaged, defective, or we made an error with the personalization.
Damaged or Defective Items
If your lamp arrives damaged or defective, contact us within 7 days of delivery. Please include your order number and clear photos of the product, packaging, and shipping box.
After verification, we may offer a replacement, refund, or another reasonable solution depending on the situation.
Non-Returnable Items
- personalized or engraved items, unless damaged or defective,
- items that have been used, altered, or damaged after delivery,
- items without original packaging,
- gift cards or digital products, if offered.
Order Cancellations
If you need to cancel an order, contact us as soon as possible. We can only cancel an order before it has entered production or shipped. Personalized orders may not be cancellable once engraving or handmade preparation has started.
Return Shipping
For returns that are not caused by damage, defect, or our mistake, customers are responsible for return shipping costs. Original shipping costs, duties, taxes, and customs fees are not refundable unless required by law.
Refund Timing
Once an approved return is received and inspected, refunds are usually processed back to the original payment method within 5–10 business days. Your bank or payment provider may require additional time to post the refund.
How to Request Help
Email us at with your order number, delivery date, and photos if applicable. Please do not send items back without contacting us first.