REFUND AND RETURN POLICY

We utilise a range of courier companies to deliver your product to you as swiftly and efficiently as possible. To ensure your item arrives in perfect condition, we use specialised packaging, which may include a distinctive triangular box. Please retain this packaging until you have confirmed receipt of the correct product and have determined that no return is necessary under the following policies:

  1. Return Request Due to Shipping and Handling Errors by Us

If you receive the wrong product due to a shipping or handling error on our part, we will promptly replace it with the correct item at no additional cost to you. We will cover all shipping expenses related to the return and replacement of the incorrect item. However, this is subject to certain conditions.

You have 30 days from the date you receive the incorrect product to contact our customer service team by completing the RMA form to initiate the return process. We consider this timeframe sufficient for you to identify the error and notify us. Should we need additional information beyond what is provided in the RMA Form, you may be contacted by phone to discuss the issue.

  1. Return Request Due to Product Damage During Shipping

We sincerely apologise if your product arrives damaged due to shipping and/or handling. Everyone knows that lighting products are often made of glass, and almost any product can be broken if mishandled. Despite our robust packaging efforts, damage does occasionally occur.

If you purchased insurance at checkout, we will promptly ship you a replacement product once you have fully completed the claims process. To initiate this process, please fill out the RMA Form and upload pictures of the damaged product in its original packaging. Once completed, we will dispatch the replacement product to you. To ensure you are covered, you must complete the claim within 14 days of receiving the package. This is because we have 21 days to file the claim with the insurance company, which was paid with your money when you chose to purchase the insurance at checkout.

If you did not purchase insurance, you will need to repurchase the product. We recommend considering purchasing insurance for future orders.

  1. Return Request Due to Incorrect Ordering by the Customer

We recognise that the lighting and electrical industries can be complex, and errors may occur. If you have ordered a product incorrectly, you may return it within 14 days of receipt. The product must be in its original condition and packaging, unused, and undamaged.

Please note that you are responsible for all return shipping costs. Upon receiving and inspecting the returned product, we will issue a credit towards a future purchase, minus a 20% restocking fee.  To initiate the return process, please contact our customer service team by completing the RMA form.

  1. Return Request Due to Manufacturer’s Warranty

We understand that early product failure can be frustrating. Some products come with robust manufacturer warranties, while others may have more limited coverage. In some cases, products may fail not due to manufacturing defects, but because they are used in conditions for which they were not intended.

As we do not manufacture or rebuild the products we sell, we do not offer our own warranties. However, we pass on the manufacturer’s warranty coverage to you as provided.

For some manufacturers, we handle warranty claims directly on their behalf. For others, you may need to follow the manufacturer’s own process. If you believe a product’s failure is covered by a manufacturer’s warranty, or if you need to check warranty coverage, please complete our RMA form to initiate the process. Our customer service team will help you determine the warranty status. If the product is under warranty and the manufacturer allows it, we will manage the warranty claim for you. If the manufacturer has a separate process, we will direct you accordingly and support you as much as possible.

  1. Return Request for Reasons Not Specifically Listed in the Policy

If you wish to return a product for a reason not specifically covered by our policies, we apologise for any disappointment with our service. To initiate the process, please complete the RMA Form, selecting the “Other” section for the reason and providing a brief explanation.

You have 7 days from the date you receive the product(s) to submit the RMA Form. Additionally, you must provide a shipping tracking number within 14 days to be eligible for a refund. Please note that you are responsible for the return shipping costs, and any freight or courier charges paid at the time of your order will not be refunded.