Warranties, Returns & Refunds
Warranties
For all warranty claims please ensure you have your proof of purchase at hand, an invoice from your electrician from the installation and the check the faulty product is within the applicable warranty period.
Warranty claims are assessed on a case to case basis.
Once we are notified of the warranty issue, we may request further installation information and a photo and/or video of the issue you are experiencing. Our customer service team will then advise you further in regards to the next steps.
Please note: Many items - especially 3-in-1 exhaust fans and ceiling fans - have an in-home warranty through the supplier. Please do not have your faulty item uninstalled until we have advised in regards to the type of warranty it is eligible for.
Please note: Additional actions may need to taken out by the customer before we can process a warranty claim. This includes but is not limited to taking photos, decommissioning an item or returning it to our warehouse. We will provide further details of this when you message us in regards to the warranty claim.
30 Day Returns for change of mind/Canceled orders:
If a product is no longer required / a change of mind occurs, you have a thirty (30) day time limit to return these goods to our warehouse.
You will be responsible for the shipping costs of the goods to be returned to us, irrespective of any current “free shipping” promotions or any other discounts or sales that are current. This includes the actual shipping cost that was charged to get the item to you.
Products must be returned “as new” and as originally received. This means the products must not be used or have been installed. If the product box or other packaging is missing or damaged in any way, this may affect the result of your return.
Items excluded from the 30 day change of mind/Cancelled orders terms are:
- Custom Items (this includes but not limited to: custom cut profile, custom cut LED strip, made to order pendants etc.).
- Elstead Lighting products. (Elstead Lighting products incur a 35% restocking fee for change of mind as these items are ordered in from the US and the UK).
- Lamp Shades
- T4 Fluorescent tubes
Refunds will be issued less shipping costs and a 15% restocking fee.
After we have received and confirmed the item is in an “as new” condition, we will issue you with refund to your original payment method. The refund will be less the 15% restocking fee and the cost of the shipping cost that was paid to ship the order to you.
Liability
We exclude, and are not liable for, all liabilities, losses, damages, expenses and costs of any kind (including without limitation any indirect and consequential losses, such as commercial or economic loss of any kind, and/or expenses incurred for installation services) as a result of or in connection with your access and/or use of our website, and/or any of our acts or omissions (including negligence).
Governing Law
Any argument relating to the terms and conditions between The Lighting Outlet and the customer shall be governed by the laws based in ACCC.
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