We are fully committed to supplying premium, made-to-order lighting products manufactured
strictly according to your individual specifications. Owing to the custom-built and personalized
nature of these products, our policies regarding returns, refunds, cancellations, and exchanges are
necessarily limited and strictly applied in order to protect the integrity of our bespoke production
process.

1. Custom Nature & Final Sale – No Exceptions
All products are manufactured on a fully custom, made-to-order basis in accordance with the
customer’s specific requirements (including dimensions, materials, finishes, design details, and other
specifications).
By placing and confirming an order (through Shopify or any other ordering platform), you expressly
acknowledge and agree that such custom-manufactured items are excluded from standard
consumer rights relating to returns, refunds, exchanges, cancellations, or withdrawal, in accordance
with applicable legal exceptions for personalised goods (including relevant provisions of the EU
Consumer Rights Directive and UAE Federal Law No. 15 of 2020, as amended).
Acceptance of these terms is required during checkout, and failure to review them does not affect
their legal validity or enforceability.
All confirmed orders are considered final once payment is completed or production has commenced,
whichever occurs first.

2. No Refunds, Returns, Exchanges, or Cancellations
Custom lighting fixtures are non-refundable, non-returnable, non-exchangeable, and non-
cancellable once the order has been placed, confirmed, payment processed, or production has
begun.
Each item is manufactured exclusively to the customer’s specifications, and therefore cannot be
resold, repurposed, or restocked without incurring a complete production loss to White Gloves.

3. Order Amendments or Cancellations Not Permitted
Production begins immediately upon receipt of the order (and in all cases within 12 hours of
confirmation).
From that moment onward, no changes, revisions, cancellations, or specification adjustments can be
accepted.
Customers must carefully review and confirm all order details - including specifications, quantities,
and delivery information - before completing the purchase.
Any requests submitted after confirmation will either be refused or, at our sole discretion, may be
considered only subject to significant additional costs, revised timelines, and our explicit written
approval, which is not guaranteed.

4. Manufacturing Faults or Shipping Damage - Restricted Remedy
If the product is delivered with a confirmed manufacturing fault or damage attributable to our
production or arranged shipment (despite our quality-control procedures), you must notify us
exclusively by email at info@wg-lighting.eu
within 48 hours of delivery. This notification deadline is strictly enforced.
The claim must include the order number, a detailed description of the issue, clear photographic or
video evidence, and any additional documentation reasonably requested for assessment.
Following verification and approval at our sole discretion, we may arrange repair or replacement of
the affected item at no additional cost. Refunds, credits, or other monetary compensation are not
provided for custom-manufactured products.
Claims submitted after the notification period, lacking sufficient evidence, or otherwise incomplete
or unsupported will not be accepted. Liability does not extend to issues arising from improper
handling, incorrect installation, misuse, or third-party transport circumstances outside our control.

5. Restricted Warranty Coverage
A 2-year limited warranty, starting from the delivery date, applies solely to verifiable manufacturing
defects and electrical malfunctions occurring under normal operating conditions.
A lifetime material warranty (strictly defined) applies only to defects in materials or workmanship
from the time of delivery until the moment of installation. This coverage terminates immediately
upon installation, is non-transferable, and is valid only for the original purchaser. No responsibility is
accepted for electrical wiring, additional components, post-installation performance issues, or
normal product wear.
Where a valid warranty claim is confirmed, the applicable remedy will be repair or replacement with
a comparable item, determined at our discretion, and subject to presentation of the original proof of
purchase and completion of any required pre-installation inspection.
The warranty becomes void in cases involving normal wear and tear, incorrect installation or
operation, misuse, abuse, negligence, unauthorized modifications, unsuitable environmental
conditions, or any issues arising after installation.
Repairs or services not covered under warranty will be performed only upon approval and will be
charged at the full applicable service and parts cost, including any associated fees.

6. Carrier Transport and Delivery Matters
Delivery delays, shipment losses, or logistical disruptions caused by third-party carriers are outside
our control and responsibility.
Our involvement is limited to providing tracking details and reasonable communication support
where available.

Refunds, cancellations, credits, reimbursements, or any form of compensation are not provided for
issues arising from courier performance, including situations extending up to 60 working days or
longer.

7. International (Non-EU) Orders
This section applies exclusively to shipments delivered outside the European Union.
The customer is fully responsible for all applicable import duties, VAT, taxes, tariffs, customs
clearance charges, and regulatory compliance requirements imposed by the destination country.
Such charges are not calculated, collected, or paid by us.
We do not accept returns, exchanges, refunds, or compensation for shipments that are delayed,
held, refused, or seized due to unpaid import duties, customs procedures, or non-compliance with
local import regulations.
Any import VAT, duties, or related fees must be paid directly by the customer to the courier or the
relevant customs authorities at the time of import clearance or delivery.

8. Dispute Resolution
Any dispute arising in connection with an order shall first be addressed through direct negotiations
between the parties with the aim of reaching an amicable resolution.
If a dispute cannot be resolved internally, the matter may be submitted to the competent courts or
consumer protection authorities of the seller’s country of establishment within the European Union,
in accordance with the applicable EU and national legislation.
Nothing in this policy limits any mandatory consumer rights, including the right to bring claims
before the courts of the consumer’s country of residence where such jurisdiction is required by
applicable law. Where permitted by law, parties remain responsible for the legal costs associated
with clearly unfounded or abusive claims.

9. Condition Verification and Acceptance
The customer is required to inspect the product upon delivery and prior to installation to confirm
that it has been received in satisfactory condition.
Installation, connection, modification, or use of the product constitutes acceptance of the item as
delivered, except in cases of verifiable manufacturing defects that were present prior to installation
and are confirmed following our inspection.
Items sold at discounted prices, clearance items, promotional goods, or gift card purchases are
considered final sale items and are not eligible for return or refund, except where mandatory
consumer protection laws provide otherwise.

10. Product Variations and Return Packaging Requirements
Minor differences in color, texture, finish, or similar characteristics between separate production
batches may occur due to artisanal manufacturing processes or technical refinements. Such
variations are considered normal and do not constitute defects or grounds for claims.
In the rare event that a return is approved, the product must be sent back in its original, undamaged
packaging, including all supplied accessories and documentation.
Where the returned product or packaging shows damage beyond what is necessary for inspection, a
reasonable reduction in the refundable amount may be applied to reflect the diminished value of
the goods, or the return may be refused where permitted by applicable law.

11. Return Procedure (Applicable Only to Approved Defect Claims)
Notification - The customer must notify info@wg-lighting.eu
within 48 hours of delivery, providing the order number together with clear photographic or video
evidence supporting the claim.
Authorisation - Where the claim is preliminarily accepted, a Return Authorisation Number (RAN) and
return instructions may be issued at our discretion. Returns sent without an authorised RAN may be
refused or returned to the sender at the customer’s expense.
Packaging - Products must be returned in their original packaging together with all supplied
accessories and documentation. Where the returned goods show damage beyond what is
reasonably necessary for inspection, an appropriate reduction in value may be applied in accordance
with applicable law.
Shipping - Unless otherwise required by applicable consumer protection law, return shipping,
insurance, and transit risk remain the responsibility of the customer. Where the defect is confirmed
as attributable to us, reasonable return shipping costs may be reimbursed.
Inspection and Resolution - Returned items will be inspected upon receipt. Where the defect claim is
confirmed, the appropriate remedy (repair, replacement, or other legally required solution) will be
processed within approximately 14 business days following inspection. If the claim is rejected, the
product may be returned to the customer at their expense or handled in accordance with applicable
legal requirements.
By placing an order, the customer acknowledges and accepts these return procedures and is
encouraged to contact info@wg-lighting.eu
prior to ordering with any questions.