Happiness Guarantee

We want you to love your new products, so if for some reason it doesn’t live up to your expectations you can rest assured knowing that we can help you out with either an exchange or return. Further details and conditions can be found below on our exchange, return and refund policies.

Exchanges

We will happily exchange any product that you are not 100% happy with. To request an exchange you must contact us within 30 days from the date your item/s arrived. You will need to inform us of the item/s you would like to exchange. Please contact us by email at customerhappiness@lightinginluxe.com to start the exchange process.

If there is a difference in price between the two products, we will either refund you the difference (if the new product is of a lesser value) or arrange a way for you to pay the difference (if the new product is of a greater value). We will then provide you with an address to return your order. Your item/s must be in brand new condition, in the original packaging and not damaged in any way.

We do not cover postage costs for returning item/s for exchange but will pay for the shipping of your replacement. Once you’ve shipped the product back to us and we have checked it, we will send out your replacement immediately.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Returns and Refunds

You can return item/s that you are not 100% happy with for a refund. To request a refund you must contact us within 30 days from the date your item/s arrived. Please contact us by email at customerhappiness@lightinginluxe.com to start the return process. Items sent back to us without first contacting us and requesting a return will not be accepted.

You will need to inform us of the item/s you would like to return and we will then provide you with an address to return your order. Your item/s must be in brand new condition, in the original packaging and not damaged in any way. You’ll also need to contact us with the receipt or proof of purchase.

We do not cover postage costs for returning your item. Once you’ve shipped the product back to us and we have checked it, we will issue a full refund for the item/s price on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Shipping is non-refundable. 

You can always contact us for any return question at customerhappiness@lightinginluxe.com.

Faulty Items

All of our products are checked for quality before they are shipped. If you receive a faulty item from us upon delivery, please contact us immediately at customerhappiness@lightinginluxe.com so that we can help you out. Notification of any damage or fault is required within 48 hours of receiving your item/s.

Please include photos of the item and a detailed explanation of the issue. Most problems can be resolved without the product being returned to us however should we request the product be returned, please return your item/s in the same condition they arrived and in the original packaging.

Upon receipt of the returned goods, we will test the product to determine the fault and if faulty we will either repair or replace the item and arrange to have your item/s sent out to you as quickly as possible. Please remember that you must take care of the goods you return. Returns will not be accepted if the goods have been damaged by you or in transit back to our warehouse.

If returned item/s are returned and are not faulty, you will be required to also pay for the return freight of the item/s back to you.

Exceptions / non-returnable items

We do not accept returns if you are at fault for breaking, damaging or distorting the product you purchased in any way. Please get in touch if you have questions or concerns about your specific item. 

General Information

We comply with the standards of the Australian Competitor & Consumer Commission. For further information, please visit the ACCC’s website.