Ordering Policy, Shipping, & Returns

Thank you for choosing LYSlightlab! We’re honoured to be part of your space. Every piece is crafted with care, and we truly appreciate your support. Before placing your order, please take a moment to review our ordering, shipping, and return/exchange policy.


MADE TO ORDER

All of our fixtures are made to order, and the lead time posted at the time of purchase is considered agreed upon by the buyer. Shipping times are in addition to the stated production timelines.


HANDMADE VARIATIONS

Each piece is crafted by hand, and due to the natural properties of clay, slight variations in colour and finish may occur. These are considered part of the unique character of handmade ceramic work.


COLOUR ACCURACY & SAMPLES

We do our best to represent colours as accurately as possible in photos. However, screen settings and lighting can affect perception. To ensure confidence in your selection, we offer colour samples for purchase. As a result, we do not offer refunds or exchanges based on colour, and we strongly encourage ordering samples if you are unsure.


SHIPPING DETAILS

All orders are shipped via Canada Post, unless another courier is agreed upon in advance. Multiple items can be combined in one shipment to reduce shipping costs.

Please note that once a package has shipped, we are not responsible for carrier delays or customs processing times. Buyers are responsible for all applicable customs, duties, and taxes based on the destination country.


DAMAGES IN TRANSIT

While rare, if your item arrives damaged, please notify us within 48 hours of delivery. We will dispatch a replacement fixture as soon as possible. Please note that we do not offer refunds for damage incurred during shipping, only replacements.


ORDER CANCELLATIONS

Orders may be canceled within 24 hours of purchase, before they enter production. After this window, orders are considered final and cannot be canceled or refunded.


RETURNS & EXCHANGES

Because each fixture is made to order, returns are not accepted. Exchanges may be considered on a case-by-case basis. If an exchange is approved:

  • The buyer is responsible for return shipping costs.
  • Items must be returned in saleable condition; otherwise, we cannot offer an exchange.

If you have any questions before ordering, we’re happy to help. Please feel free to contact us for colour samples, lead time estimates, or custom shipping options.