Refund policy

Last updated: November 3, 2026

We want your TV wall to look exactly the way you imagined it. If something isn't right, this policy explains how returns, exchanges and refunds work at CINELodge, a brand of GOLDENHOUR SAS.

1. 30-day returns

You may return most items within 30 days of delivery. To start a return, email contact@cinelodge.com with your order number, the item(s) you want to return and the reason. We will reply with a Return Authorization (RA) number and the return address and instructions. Returns sent without an RA number cannot be accepted.

2. Condition of returned items

Items must be unused, uninstalled and in their original condition, with all original packaging, hardware, mounting kits, cables, remotes, power supplies, manuals and accessories. Items that are used, damaged after delivery, or incomplete may receive a partial refund reflecting their condition, or be sent back to you at your expense.

3. Change of mind

Change-of-mind returns are welcome. In that case, return shipping is your responsibility: you choose the carrier, pay the return shipping cost and any export or import charges, and you bear the risk of loss or damage until the parcel reaches our returns center. We recommend a tracked and insured service. Returns are processed at our returns center, which may be located outside the United States; the exact address is provided with your RA number. Original shipping charges, including Insured Shipping, are not refundable. An item returned because its size, finish or compatibility does not suit your room or equipment is considered a change of mind; please check the dimensions, VESA pattern, weight limits and compatibility listed on each product page before ordering.

4. Damaged, defective or incorrect items

If your item arrives damaged, defective or is not what you ordered, please email us within 7 days of delivery with your order number and clear photos (the item, the defect and the shipping box). We will send a replacement or issue a full refund, including original shipping, at no cost to you. When a return is needed, we provide a prepaid return label; in some cases, we may not require the item to be returned.

5. Natural materials and finishes

Wood veneers and wood-look finishes have natural variations in grain, color and tone. Colors may also appear slightly different on screen than in your room. These variations are not considered defects.

6. Exchanges

To exchange an item for a different size, finish or product, contact us for an RA number. Return shipping on the original item is your responsibility, and any price difference will be charged or refunded. Defective or incorrect items are exchanged at no cost.

7. Non-returnable items

  • Wall panels or other items that have been cut, drilled, glued, painted or installed;
  • TV mounts, brackets and stands that have been installed or show installation marks;
  • Items marked "Final sale" on the product page;
  • Gift cards.

This does not affect your rights for items that arrive damaged, defective or incorrect.

8. Refunds

Once your return is received and inspected, we will email you to confirm whether it is approved. Approved refunds are issued to your original payment method within 7 business days. Your bank or card issuer may take a few additional business days to post the refund to your account.

9. Cancellations

You can cancel your order free of charge at any time before it ships by emailing us with your order number. Once an order has shipped, it can no longer be cancelled, but it can be returned under this policy.

10. Gifts

For approved returns of items shipped directly to a gift recipient, the refund is issued to the original purchaser.

11. Before opening a dispute

If there is a problem with your order, please contact us first. We answer within 24–48 business hours and most issues are resolved quickly by email. Contacting us does not limit any right you have to dispute a charge with your card issuer.

12. Your rights

This policy is in addition to, and does not limit, any rights you may have under the consumer protection laws of your state.

Contact

GOLDENHOUR SAS (CINELodge), 60 rue François 1er, 75008 Paris, France
Email: contact@cinelodge.com · Phone: +1 (240) 624-4319, Monday to Friday, 9:00 a.m. to 6:00 p.m. ET
Please do not send returns to our registered office: use the address provided with your RA number.