Refund Policy For Change Of Mind

Subject to your rights under clause 5 in our Terms, we accept returns for ‘change or mind’ strictly on the following conditions:

a) to be eligible for a return, you must email hello@lightelier.co within 14 days of the date of purchase with the following information:

i) customer name;
ii) date of purchase;
iii) order number;
iv) product(s) being returned; and
v) reason for return,

b) the item(s) to be returned must be currently listed on our Website;

c) the item(s) to be returned must be unopened and unused;

d) the item(s) to be returned must be returned to us in the original and undamaged packaging;

e) we may charge you a restocking fee to cover the cost of restocking the item, and will be deducted from the refund amount; and

f) you are responsible for paying all return shipping costs.

Returns Policy For Faults And Incorrect Products  And Warranty Claims

a) If you believe any of the products purchased on or through the Website are faulty, defective, have a problem or are not what you ordered, or you wish to make a warranty claim under clause 6(c), please notify us by email at hello@lightelier.co (this is referred to as a Fault Notice) with the following information:

i) order number;
ii) date of purchase;
iii) product(s) being returned;
iv) reason for return;
v) photos of any fault or defect (if applicable); and
vi) the outcome you request.

b) So that we can best deal with the relevant issues, we kindly request that you email all Fault Notices to us within 14 days of the products being delivered to you, or you noticing the product is defective if making a warranty claim under clause 6(c).

c) For warranty claims under clause 6(c), we may require you provide us evidence to support any or all of the matters listed in clause 5(d) and (e) to our reasonable satisfaction.

d) Upon receiving a Fault Notice, we will promptly assess and discuss all Fault Notices with you, and:

i) where we agree there is an issue with your product, we will ask you to return the product to us and you will be entitled to receive a remedy listed below; and
ii) where we are unable to determine whether there is an issue with your product, we will ask you to return the product to us for further assessment.

e) Where a product is returned under clause 8 and the product is not the product ordered, you are entitled (at your election) to a replacement product to the same value or a full refund and we will pay for return shipping costs.

f) Where a product is returned under clause 8 and the product has:

i) a minor problem (as defined in the Australian Consumer Law), we will at our election, repair, replace or refund the products and pay for return shipping costs;
ii) a major problem (as defined in the Australian Consumer Law), we will at your election, repair, replace or refund the products and pay for return shipping costs.