Radilum

We’re very sorry to hear about your experience and truly appreciate you bringing this to our attention. Could you please provide us with your order number so we can look into this right away? We understand how frustrating it must have been to wait so long without communication, and we’re equally concerned about the quality issues you described. We are committed to resolving this for you and will work with you every step of the way to make things right.

Hi Daryl, Thank you for your feedback. We’ve reviewed your order and would like to clarify a few details and offer a potential solution. The fan light you purchased features a tri-color LED, which is designed to cycle through three color temperatures (warm, neutral, cool) by turning the power switch on and off. This is a common design used in many modern fixtures. However, we understand this may not have been the functionality you were expecting. If you prefer a fixed warm light, we’d be happy to send you a single-color LED module that you can easily swap in—at no extra cost. This should fully resolve the issue. As for product quality, we want to reassure you that all of our items, including the fan you received, are ETL certified and meet U.S. safety and quality standards. That said, we understand that preferences vary, and we regret that this product didn’t meet your expectations. Regarding the return policy, we do accept returns within 30 days. The restocking fee is in place to cover logistics and inspection costs, but we’re happy to review your case further if you believe an exception is warranted. We appreciate your input and are here to assist you if you'd like to proceed with the replacement LED or explore another resolution. Best regards, Martin The Radilum Team

Hi Anonymous, This is Martin, Director of the Radilum Support Team. I want to personally address your recent order. We have processed a full refund, which should be reflected in your account within 3–5 business days. If you've already received the product and wish to return it, please send it to our U.S. warehouse at: Name: Xiao Dong Address: 1520 Caton Center Dr. Suite L-M, Baltimore, MD 21227, USA Tel: 240-718-8888 However, since the refund has been issued, you're welcome to keep or dispose of the lamp at your discretion. We want to emphasize that there is no issue with the product itself; our primary goal is to resolve your concern promptly and ensure your satisfaction. If you have any further questions or need assistance, please don't hesitate to reach out. Sincerely, Martin Director, Radilum Customer Service Team

We understand your frustration and want to clarify our return process. We did provide you with the return address as soon as we discussed your request, but we haven’t received the returned package yet. As per our policy, we will gladly refund the full amount once the package is returned to us. While we do our best to process cancellations before shipping, once a package is in transit, we cannot cancel it immediately. We’ve made sure to communicate all necessary details to facilitate your return. We stand by our commitment to customer satisfaction and are ready to assist you with your return as soon as we receive the item back. We apologize for any confusion and assure you that we’re here to support you in completing this process.

Thank you for sharing your experience! We’re thrilled to hear that the light fixture fits perfectly with your farmhouse decor and that the installation process was quick and easy. We’re also glad that you find it sturdy and customizable to your space. Your feedback means a lot to us, and we’re happy to know you’re enjoying your new light fixture! If you ever need assistance or have more questions, feel free to reach out.

Thank you so much for your thoughtful review! We’re delighted to hear that the bedside lamps are a great fit for your bedroom decor and that the pull chain feature adds a nice touch. It’s great to know that the light is perfect for both reading and relaxing. We also appreciate your suggestion about adding charging ports. We’re always looking to improve our products, and your feedback helps us in that process.

We understand that receiving a product that doesn’t meet your expectations can be frustrating. Our refund and exchange policies are designed to provide fair solutions while balancing shipping costs and logistics. Since product dimensions are clearly listed on our website, we encourage customers to review the details before purchasing. However, we always strive to assist in finding the best resolution and appreciate your feedback as we continue to improve our service.

Hi Shirley Rogers, Thank you for your kind words! We're thrilled to hear that your light has been such a great addition to your space and that you’re receiving so many compliments on it. It’s wonderful to know it’s performing well with daily use. We truly appreciate your support and hope you continue to enjoy it for years to come! Best regards, Nicole The Radilum Team

Hi Katherine Welch, Thank you for reaching out. We have reviewed your order, and we can confirm that the package was successfully signed for upon delivery. We understand your frustration, and we want to ensure that your experience is resolved to your satisfaction. We have already sent the missing accessories, and you should receive them shortly. If possible, we would appreciate it if you could modify your feedback to reflect the steps we’ve taken to address the issue. Please don’t hesitate to reach out if you need any further assistance. Best regards, Nicole The Radilum Team

Hi NYB, Thank you for reaching out, and I’m very sorry to hear about the delay and confusion surrounding your order. Can you please share your order number with us? We’ll evaluate the situation promptly and get back to you with an update. Rest assured, we’re committed to resolving this for you as quickly as possible. If you have any other details to add, please feel free to share them. Best regards, Nicole The Radilum Team

We are a global company with operations in the United States, Singapore, Hong Kong, and China. We understand that customs inspections can sometimes lead to delays, and we apologize for the inconvenience this caused. We strive to ensure that our customers receive their products in a timely manner, but international shipping can sometimes be subject to unpredictable circumstances. If you would like to initiate a return or need assistance with your order, please reach out to our support team. We're here to help and will work with you to resolve the issue.

I checked the shipping track of your order. Your package will be scanned and shipped to the destination by FedEx within 1-2 days. This package encountered customs inspection in the United States. Customs inspection is an irresistible factor, which is the main reason for the delay of package transportation.

Hi Stephanie Hunter, Thank you for sharing your concerns, and we sincerely apologize for the experience you've described. We take feedback like yours seriously, as it helps us improve. We truly regret that your chandelier arrived in less than perfect condition, and we want to make things right. Please send us some photos of the damage, and we'll investigate further to determine the best course of action. We aim to provide top-quality products and customer service, and we are committed to resolving your issue in a manner that meets your expectations. Thank you for your patience, and we look forward to assisting you. Best regards, Nicole The Radilum Team

I'm truly sorry to hear about your experience and the frustration it has caused you. This is certainly not the level of service we strive to provide. To help resolve this issue as quickly as possible, could you please provide your order number and any relevant details? You can reach us directly at [email protected] and we'll prioritize addressing your concerns. Thank you for bringing this to our attention, and we hope to make things right for you.

Hi Peggy, Thank you for taking the time to share your feedback! We're delighted to hear that you’re in love with your new lamps and that the alabaster design adds a gorgeous touch to your space. We always strive to offer products that not only light up a room but also enhance its beauty, and it sounds like we’ve hit the mark! If you ever have any questions or need assistance, please don't hesitate to reach out. We’re always here for you. Thanks again for choosing us! Best regards, Nicole

Hi Jonna Mogab, Thank you for reaching out and for your patience regarding your chandelier order. I understand how frustrating it can be to experience delays in shipping and communication. I have looked into your order, and according to the latest updates from UPS, your package is currently in transit and should arrive within the next two days. Here’s the latest tracking information: Current Status: In transit Last Known Location: Naples, FL Estimated Delivery: Within 2 days We sincerely apologize for any inconvenience you’ve faced while trying to get in touch with us. Please know that we are a legitimate company dedicated to providing quality products and customer service. Your feedback is invaluable, and we take all concerns seriously. If you have any further questions or need additional assistance, feel free to reply to this email or reach out again. We're here to help! Thank you for your understanding and support. Best regards, Nicole Customer Service Team Radilum

Hi Brandie, Thank you for taking the time to share your experience with us! We're thrilled to hear that the lamps are perfect for your nightstands and that they look just like the pictures. It's great to know you’re enjoying the two light sources and the convenience of the built-in phone charger! If you have any questions or need further assistance, please don’t hesitate to reach out. We’re here to help! Thanks again for choosing us, and we hope you enjoy your lamps for many nights to come! Best regards, Nicole

Hi Maggie Bechtel, Thank you for reaching out and sharing your concerns. I sincerely apologize for the delays you’ve experienced with your chandelier order. We pride ourselves on delivering high-quality, customized products, and I understand how frustrating it can be when timelines are not met. We are currently facing some production challenges, which has led to the delays in shipping. I appreciate your patience as we work to fulfill your order. To ensure you feel secure in your shopping experience with us, we have processed your refund as requested. If you ever decide to give us another chance in the future, please don’t hesitate to reach out directly, and I will personally assist you with your order. Thank you for your understanding. Best regards, Jim Customer Service Team Radilum.com

Hi Mary Ambrogio, Thank you for taking the time to share your concerns. I’m truly sorry to hear about the challenges you’ve faced with your order and the communication issues. We strive to provide the best service possible, and I regret that we fell short in this instance. Upon reviewing your order, I see that the package was successfully delivered, and I apologize if there was any confusion regarding the shipping process. I understand how frustrating it can be when expectations are not met. If there are still issues with your order or if you have not received the package, please reach out to me directly at [email protected]. I am here to help resolve any outstanding concerns you may have. Your feedback is important to us, and we would appreciate the opportunity to improve your experience. If you feel we have addressed your concerns satisfactorily, we kindly ask if you could reconsider your feedback. Thank you for your understanding, and I look forward to assisting you further. Best regards, Jim Customer Service Team Radilum.com