Refund policy

Last updated 24 March 2025

This policy covers returns, exchanges and refunds for orders placed at turqelis.com. Turqelis is a trading name of CRONUS COMMODITIES LIMITED.

The short version

You have 30 days from delivery to return a lamp you do not want, unused and in its original packaging. If a lamp arrives damaged or is not what you ordered, we cover everything and you keep none of the cost.

Returning something you simply do not want

Email info@turqelis.com within 30 days of delivery with your order number. We will confirm the return address before you send anything; parcels returned without that confirmation can go astray and we cannot be responsible for them.

To be refunded in full the item must be:

unused, with the shade unfitted or refitted as supplied;
in its original inner and outer cartons with the foam inserts;
in the condition it arrived in, with no chips, scuffs or paint transfer.

Return postage is your cost unless the return is our fault. We strongly recommend a tracked and insured service — porcelain travels badly in a single box, and an item that arrives back broken cannot be refunded in full.

Damaged, faulty or wrong items

Email us within 7 days of delivery with photographs of the item and of the outer carton. Do not send it back before we reply: in most cases we do not need it returned, and a second journey rarely helps a cracked lamp.

We will replace the piece or refund it in full, including the original shipping you paid, at your choice. Where a return is needed we pay for it.

A faulty electrical fitting — a socket that does not light, a switch that does not switch — is covered on the same basis for 12 months from delivery.

What is not a fault

These lamps are painted and gilded by hand. Variation in the depth of blue, in brushwork, in the exact run of a gold edge and in the set of a porcelain frill is normal and is not grounds for a faulty-item claim. Small dark specks in the glaze and unglazed patches on the underside are kiln marks, not damage. You may of course still return such an item as an unwanted order within 30 days.

Items we cannot take back

Anything returned more than 30 days after delivery.
Items that have been wired into a fixed installation or otherwise modified.
Items returned without their original packaging.
Gift cards.

Refunds

Once your return arrives and we have checked it, we approve or decline the refund and email you either way. Approved refunds are issued to the original payment method within 3 business days. Your bank or card issuer usually takes a further 5 to 10 business days to show the money, which is outside our control.

Original shipping charges are refunded only where the return is our fault. Import duties you paid on delivery are not refundable by us; you may be able to reclaim them from your own customs authority.

Exchanges

The fastest route is to return the item for a refund and place a new order, so the piece you want is not held while a parcel travels. If you would rather exchange directly, email us and we will arrange it.

Cancelling an order

If your order has not yet shipped we can cancel it in full. Email us with the order number as soon as you can. Once the carrier has it, the order has to run its course and come back as a return.