Returns & Refund Policy

Last updated: August 26, 2026

Thank you for shopping at Lights Online Store. We want you to be satisfied with your purchase. Please review the following policy carefully before requesting an order change, cancellation, return, exchange, or refund.

This Returns & Refund Policy applies to purchases made through lightsonlinestore.com.

1. Order Changes

You may request changes to your order, including the product color, size, quantity, shipping address, or telephone number, within 48 hours after placing the order.

Once an order has entered production, processing, or shipping, we may be unable to modify it. Order changes are not guaranteed until they have been confirmed by our customer service team.

Please contact us as soon as possible at [Customer Service Email] and include your order number and the details you would like to change.

2. Order Cancellations

You may cancel your order free of charge within 24 hours after placing it, provided that the order has not entered production or been shipped.

The following conditions apply:

• Orders that have already been shipped cannot be canceled.

• Custom-made, personalized, or made-to-order products cannot be canceled once production has started.

• If you refuse delivery or request cancellation after an order has shipped, any outbound shipping costs, return shipping costs, handling expenses, and other costs incurred may be deducted from your refund.

• Depending on the order status and the costs already incurred, a cancellation fee of up to 30% of the order value may apply after the free cancellation period.

Please contact us before attempting to cancel an order.

3. Return Eligibility

You may request a return within 14 days after receiving your order.

To qualify for a return, the product must be:

• Unused and uninstalled.

• In its original condition.

• Free from scratches, stains, damage, or signs of assembly.

• Returned in its original packaging.

• Complete with all parts, accessories, hardware, manuals, and protective materials.

• Accompanied by valid proof of purchase.

Products that have been installed, assembled, modified, wired, used, damaged, or returned without their original packaging may not be eligible for return.

After your return request is approved, the item must be shipped within 7 days. Returns shipped after this period may be refused.

4. Non-Returnable Items

The following products cannot be returned or exchanged unless they arrive defective or materially different from your order:

• Custom-made, made-to-order, personalized, or modified lighting products.

• Products manufactured according to a customer’s requested dimensions, color, finish, cable length, or configuration.

• Light bulbs and other consumable accessories.

• Clearance, final-sale, or specially marked non-returnable items.

• Products that have been installed, assembled, wired, altered, or used.

• Products without their original packaging or complete accessories.

• Gift cards.

• Large-quantity orders consisting of three or more units of the same product.

If you plan to order a large quantity, we recommend purchasing one unit first to confirm that the product meets your requirements.

5. How to Request a Return

To request a return:

1. Email us at [Customer Service Email] within 14 days after delivery.

2. Include your order number, the product you wish to return, the reason for the return, and clear photos or videos showing the product and its packaging.

3. Wait for our customer service team to review your request.

4. If approved, we will provide return instructions and the applicable return address.

5. Ship the product within 7 days after receiving return approval.

6. Send us the return tracking number and tracking link by email.

Do not return products to the address shown on the original shipping label. Our return address may be different from our shipping or business address.

Returns sent without prior approval may be refused, delayed, or sent back to the customer.

6. Return Shipping Costs

For returns caused by personal preference or other non-quality reasons, the customer is responsible for return shipping costs. Examples include:

• Changing your mind.

• Ordering the wrong product, color, size, or quantity.

• Deciding that the product does not match your room or décor.

• Finding the same or a similar product at a lower price.

• No longer needing the product.

• Minor color differences caused by lighting, photography, screen settings, or display resolution.

• Minor measurement differences caused by manual measurement.

Original shipping charges, expedited delivery fees, remote-area charges, customs duties, installation costs, and return shipping fees are non-refundable unless otherwise required by applicable law.

We recommend using a trackable and insured shipping service. We are not responsible for return packages that are lost or damaged in transit.

7. Restocking Fee

A restocking fee may apply to non-defective returns to cover inspection, repackaging, payment processing, and handling costs.

• Eligible products returned unused, uninstalled, complete, and in their original condition within the return period may be subject to a 20% restocking fee.

• Products returned with damaged packaging, missing accessories, assembly marks, scratches, or other changes in condition may be subject to a higher deduction or may be refused.

• If the returned product cannot be resold because it has been installed, used, modified, damaged, or returned incomplete, no refund may be issued.

Any applicable fee will be deducted from the refund. We will notify you if an additional deduction is required after inspecting the returned product.

Where applicable law provides non-waivable consumer cancellation or return rights, those legal rights will take priority over this section.

8. Damaged Products

Please inspect your order immediately after delivery.

If your product arrives damaged, contact us within 7 days after delivery and provide:

• Your order number.

• Photos of the entire product.

• Close-up photos of the damaged area.

• Photos of the inner and outer packaging.

• Photos of the shipping label.

• A short video, if needed to clearly demonstrate the problem.

Do not install, assemble, modify, or discard the product or packaging before we review your claim.

For replaceable components such as glass shades, crystals, frames, bulbs, mounting hardware, or decorative parts, we may first offer a free replacement part.

If a manufacturing defect can be resolved through replacement parts or repair, we reserve the right to provide that solution before authorizing a complete replacement or refund. If the problem cannot reasonably be repaired, we may provide a replacement product or another appropriate solution at no additional charge.

Damage caused by incorrect installation, improper handling, misuse, voltage incompatibility, unauthorized modification, normal wear and tear, or failure to follow the installation instructions is not considered a manufacturing defect.

We strongly recommend that lighting products be installed by a qualified electrician.

9. Incorrect or Missing Items

If you receive the wrong product or discover missing parts, contact us within 7 days after delivery.

Please provide your order number and clear photos of:

• The product received.

• The packaging.

• The shipping label.

• Any model numbers or product labels.

After verification, we may send the correct product or missing parts at no additional charge.

If we require the incorrect product to be returned, we will provide return instructions and cover the reasonable return shipping cost.

Please do not return an incorrect product without authorization.

10. Refused or Undeliverable Packages

Once an order has shipped, it cannot normally be stopped.

If a package is refused, unclaimed, or returned because of an incorrect or incomplete address provided by the customer, the following costs may be deducted from the refund:

• Original shipping charges.

• Return shipping charges.

• Carrier handling fees.

• Customs duties or taxes.

• Storage or processing costs.

• Applicable restocking fees.

If you notice an address error, contact us immediately. We cannot guarantee that an address can be changed after shipment.

11. Return Inspection

After receiving your return, we will inspect the product and notify you by email whether the return has been approved.

If the returned product complies with this policy, we will process the refund. If it does not comply, we may:

• Issue a partial refund.

• Deduct costs for damage, missing parts, or loss of value.

• Refuse the refund.

• Ask you to pay the shipping cost if you want the product returned to you.

Returned products that are refused for refund will be held for up to 30 days after we notify you. If we do not receive instructions during this period, the product may be disposed of where permitted by law.

12. Refunds

Approved refunds will be issued to the original payment method.

After we process the refund, the estimated time for the funds to appear is:

• PayPal: approximately 1–2 business days.

• Credit or debit card: approximately 3–10 business days.

• Other payment methods: processing time depends on the payment provider or financial institution.

Bank and payment-provider processing times are outside our control.

The amount received may differ slightly from the original payment because of exchange-rate fluctuations, international transaction fees, or charges imposed by your bank or payment provider.

Original shipping charges and other non-refundable fees will not be included in the refund unless the return results from our error or applicable law requires otherwise.

13. Exchanges

We do not offer direct exchanges for non-defective products unless approved by our customer service team.

If you would like a different size, color, or model, you may need to return the original product in accordance with this policy and place a new order.

Defective, damaged, incorrect, or incomplete products will be handled according to Sections 8 and 9.

14. Color and Size Differences

Product colors may appear slightly different because of photography, ambient lighting, screen brightness, monitor settings, and material variations.

Product dimensions may also vary slightly because of manual measurement or manufacturing tolerances.

Reasonable color variations and minor dimensional differences are not considered product defects. Please review all product specifications carefully before ordering.

15. Warranty Claims

Some products may include a limited warranty against manufacturing defects. The warranty period and coverage may vary by product.

Warranty coverage does not include:

• Incorrect installation.

• Damage caused by an unqualified installer.

• Improper voltage or electrical connections.

• Misuse, accidents, or unauthorized modifications.

• Normal wear and tear.

• Cosmetic damage occurring after delivery.

• Damage caused by environmental conditions or improper maintenance.

Please contact us with your order number, a description of the problem, and supporting photos or videos to submit a warranty claim.

16. Chargebacks and Payment Disputes

If you experience a problem with your order, please contact us first so that we can investigate and offer an appropriate solution.

Nothing in this policy limits your legal rights or prevents you from contacting your payment provider. However, communicating with us directly may allow the issue to be resolved more quickly.

17. Consumer Rights

This policy does not limit any mandatory consumer rights provided by the laws of your country, state, or region.

If applicable law grants you a longer cancellation period, a statutory right of withdrawal, or other non-waivable consumer protections, those legal requirements will apply.

18. Contact Us

If you have questions about a return, refund, cancellation, damaged product, or warranty claim, please contact us:

Lights Online Store
Website: https://lightsonlinestore.com
Email: [Customer Service Email]
Customer service hours: [Business Hours and Time Zone]
Business address: [Full Business Address]

Please include your order number when contacting us.