Refund policy
We have a 30-day return and exchange policy, which means you have 30 days after receiving your item to exchange an item, request a store credit, or receive a refund using our Returns Center.
All products on our website are required to be assembled and hardwired, and we are not responsible for any electrician costs, bulb costs and other additional costs.
SHIPPING POLICY
We provide free shipping on all orders. We ship most items within two working days of your order date. We ship all lighting from our Australia warehouse and overseas warehouse by Australia Post or FedEx, and transit times are generally 8 to 12 working days. Preorders can take as long as three weeks, generally less, before they are in stock and ready to ship.
REFUND OPTIONS
When you exchange an item, request a store credit, or receive a refund, it can all be done from our returns center. Please note, we give you an initial seven days to inspect your items for damage, missing or broken parts, or any error on our part, in which case you will receive a prepaid return label. Otherwise, you are responsible for all return shipping costs. Once the item is back at our warehouse it will be inspected by our team. Provided it is in as-new condition, we will issue a refund less outbound and return shipping fees.
HOW TO MAKE RETURNS
Go to our Returns Center and enter your order number and email. All returns require an RMA number and approval. We will process your return within two working days once it has been received. Once you receive approval, you should pack your item carefully for return. Make sure you include all packing materials, parts, and manuals into the original box. All returned items must be in their original condition, in the same packaging, and have not been assembled or modified or are not returnable.
DAMAGED OR DEFECTIVE ITEMS
Return shipping for damaged or defective items is free. If your item is damaged or defective, go to our returns center immediately and report it within seven days of delivery, or you will not qualify for a free return label.
PRE-INSTALLATION INSPECTION
Upon receiving your order, we request that you make a pre-installation inspection within seven days for damage, defects, missing parts, or any error on our part. If you suspect any of these things, go to our returns center to request an exchange, store credit, or refund, in which case you will receive a prepaid return label. If no pre-installation inspection is made, you still may return it within 30 days. However, you will be responsible for all outbound and return shipping costs.
LOST IN TRANSIT
You may track your package in our Tracking Center. If your order gets lost during transit or is marked delivered, and yet you cannot find it, contact your courier immediately. Once your order has shipped, your courier becomes responsible for its safe delivery. Both Australia Post and FedEx have excellent tracking and claims support on their parcel tracking pages.
RETURN RESTOCKING FEE
A few items carry a restocking fee of 25% if returned, such as items on the Factory Sales page, items purchased with gift cards, customized items, and items requested by a quotation. Unfortunately, items that have been assembled or modified are not returnable.
DELIVERY ADDRESS CHANGES
Should you want to change the shipping address or delivery date after your item has been shipped, contact your courier immediately. Unfortunately, orders that have already been shipped cannot be canceled. However, you may return them after received.
SHIPPING CANCELLATIONS
Should you want to cancel an order, preorder, or quotation for any reason before it has been shipped, please contact us immediately for a full 100% refund.
REFUNDS
We will inspect the return package and item within three working days once we have received. Provided it is in as-new condition, we will issue a refund less outbound and return shipping fees. Refunds are automatically refunded to your original payment method in 7 working working days. Please remember it can take some time for your bank or credit card company to process and post your refund.