Refund & Returns Policy

We want you to be completely happy with what you buy from Nabulax. Lighting and electrical products are fragile and often made to order, so this policy explains clearly what can be returned, how refunds work, and what to do if something arrives damaged.

At a glance

• Check on delivery. Please inspect your order when it arrives and report any damage or wrong item within 48 hours.
• 7-day returns on eligible shop products that are unused and in their original packaging.
• Custom and imported orders are made or purchased specially for you and cannot be returned unless they are faulty or incorrect.
• Warranty covers manufacturing faults after the return period.

Damaged, faulty or wrong items

If your order arrives damaged, faulty or different from what you ordered, contact us within 48 hours of delivery. To help us resolve it quickly, please send:

• Your order number
• Clear photos or a short video of the product and the packaging
• A brief description of the problem

Once we have confirmed the issue, we will offer a replacement, a repair or a full refund, including delivery charges. You will not pay for return delivery when the fault is ours.

We strongly recommend recording a short video while opening fragile items such as chandeliers, glass shades and crystal fittings. It makes any claim much faster to approve.

Change of mind returns

You may return eligible products bought from our online shop within 7 days of delivery if you change your mind. To qualify, the product must be:

• Unused and not installed
• In its original packaging with all parts, accessories and manuals
• In a condition that allows us to sell it again

For change of mind returns, the customer is responsible for the cost of return delivery, and the original delivery charge is not refunded. Please contact us before sending anything back so we can confirm the return and give you the return address.

Items that cannot be returned

• Custom-sourced and imported orders, which are purchased specifically for you, unless they arrive faulty, damaged or not as specified on your quotation
• Products that have been installed, used, cut, wired or modified
• Products damaged by incorrect installation, voltage problems, misuse or accidents after delivery
• Lamps, bulbs and other consumable items once opened
• Clearance or final-sale items, where marked

Custom and imported orders

Custom orders are confirmed with pre-payment and placed with the supplier on your behalf. Because of this:

• An order can be cancelled for a full refund only before we have placed it with the supplier.
• Once the order has been placed, it cannot be cancelled and the pre-payment is not refundable.
• If the product arrives faulty, damaged or different from the specification on your approved quotation, we will arrange a replacement, repair or refund.
• Lead times on quotations are estimates. Shipping and customs can cause delays outside our control, and we will keep you informed if that happens.

How to request a return or refund

1. Contact us by phone or WhatsApp on +880 1601-232140, or by email at email.nabulax@gmail.com, with your order number.
2. We will confirm whether the item is eligible and explain the next step.
3. Send the item back, or we will arrange collection where the fault is ours.
4. We inspect the item when it reaches us and confirm the outcome.

Refunds

Approved refunds are processed within 7 to 10 working days after we receive and inspect the returned item. Refunds are made by bank transfer or mobile banking (such as bKash or Nagad) to the account you provide. For cash on delivery orders, we will ask you for these details when the refund is approved.

Cancelling an order

Shop orders can be cancelled free of charge at any time before dispatch. If your order has already been dispatched, you can refuse it on delivery or return it under the change of mind terms above.

Warranty

Products come with warranty against manufacturing faults. The warranty period depends on the product and brand and is confirmed at the time of purchase. Warranty does not cover damage caused by incorrect installation, power surges, water ingress beyond the product’s rating, or normal wear. To make a warranty claim, contact us with your order number and a description of the fault.

Questions

If anything here is unclear, please contact us before you order. We would rather answer a question now than solve a problem later.