Returns Policy

1. DAMAGED ITEM

Every item and every part is thoroughly inspected prior to despatch. All our items come with superior packing materials. Every care is taken to ensure individual parts are securely wrapped and are damage-proof during travel. We take these measures to provide quality service.

Please check the items thoroughly for any damage as soon as you receive them and prior to installation. Ensure great care while taking out fragile parts from the carton box and removing the packaging.

Please note the following:

• Kindly report any breakage or damage to the items within 3 days from receipt of the items to sales@lightosphere.com.au. Insurance cover requires claims to be made immediately and hence any issues reported after this timeframe will not be considered for free of charge replacement.
• You will be eligible for a free of charge replacement of the damaged item or damaged parts as the case may be. This does not constitute a refund. If the item is not in stock, a store voucher (redeemable at Lightosphere) for the order value will be provided.
• When you report breakage or damages, you will be required to explain the issue and provide photos to substantiate the situation for claims purposes.
• You may be required to provide a copy of the order confirmation or invoice as proof of purchase.
• In certain situations, you may be requested to send the item back to us at our expense for us to validate and process the claim.
• You will be subject to pay $50 admin fee if the claim was misrepresented.
• Any physical damage, abuse, misuse, unauthorised repair or tampering of parts will make your claim invalid.
• If the item is considered not to be damaged, we are in no obligation to provide you a free of charge replacement. You will be charged misrepresentation fees listed above plus shipping fees for sending the item back to you.

Please allow 3 days for us to process your claim and provide a response.

The shipping method adopted for sending you the replacement item or parts will be same as the original order shipping. Please contact us in case you need your item urgently though express service. You will be charged additional costs.

2. FAULTY ITEM

Every item goes through proper testing prior to acceptance. We also offer a 12 month warranty on all our light fixtures.

Please report any faulty items to sales@lightosphere.com.au within 14 days from the date of delivery.

A claim in relation to a faulty item is valid only if the following conditions are met.

• An item is considered to be faulty if it is not fully functional or shows signs of failure when installed within 14 days from the date of delivery.
• The installation must have been carried out by a licensed electrician for the claim to be valid.
• Any installation instructions supplied along with the item must have been properly followed step by step.
• When you report a faulty item, you will be required to explain the issue and provide a copy of the invoice supplied by the electrician and photos to substantiate the situation.
• You may be required to provide a copy of the order confirmation or invoice as proof of purchase.
• In certain situations, you may be requested to send the item back to us at our expense for us to validate and process the claim.
• You will be subject to pay $50 admin fee as well as return shipping charges incurred by us if the claim was misrepresented.
• Any physical damage, abuse, misuse, unauthorised repair or tampering of parts will make your claim invalid.

If an item is deemed faulty as per above criteria and is reported within 14 days from the date of delivery to sales@lightosphere.com.au, you will be eligible for a free of charge replacement of the faulty item or faulty parts as the case may be. This does not constitute a refund. Any issues reported after this timeframe will not be considered for free of charge replacement. If the item is not in stock, a store voucher (redeemable at Lightosphere) for the order value will be provided.

Unfortunately, we will not be able to credit you for any expenses incurred during installation of the item. We will replace the faulty item free of charge.

If the item is considered not to be faulty, we are in no obligation to provide you a free of charge replacement. You will be charged misrepresentation fees listed above plus shipping fees for sending the item back to you.

If a light bulb is reported to be faulty within 14 days from the date of delivery, we will send you replacement bulbs free of charge.

Please allow 3 days for us to process your claim and provide a response.

The shipping method adopted for sending you the replacement item will be same as the original order shipping. Please contact us in case you need your item urgently though express service. You will be charged additional costs.

3. CHANGE OF MIND

For any reason, if you change your mind after the order is placed, please contact us at sales@lightosphere.com.au within 7 days from the date of order.

If you have purchased an item in error, please contact us at sales@lightosphere.com.au immediately. The change of mind conditions listed below will apply.

A return is acceptable only if the following conditions are met.

• The item is in original condition, unopened, unused, not installed and is fully resalable when we receive it.
• The request is received by us within 7 days from the date of order.
• The item is shipped back to us only after we ask you to do so.
• Once we process your request and ask you to send the item back to us, you must ship the item within 7 days from the date of our reply email.
• The items must be returned in their original carton boxes and packing materials with all individual parts included.
• You may be required to provide a copy of the order confirmation or invoice as proof of purchase.
• The items must be returned through a reputed courier service with online tracking feature and signature on delivery.
• You are responsible for return shipping charges.
• Bulbs (globes) are not eligible for change of mind returns.
• The item listed does not state that the item cannot be returned.
• Custom orders where an item has been specifically designed to meet your specifications are not eligible for cancellation or return.

You will receive a store voucher (redeemable at Lightosphere) for the order value minus onward shipping charges (includes free shipping items). We also reserve the right to charge a 10% restocking fee. Change of mind does not constitute a refund.

If the items had not been despatched when we process your request, you will not be subject to pay for shipping charges.

If we do not receive the items back or we find out that any of the above conditions have not been fully met, then the return cannot be processed. We highly recommend that you opt for courier insurance for the complete value of the items. We bear no responsibility for any loss or damage during return shipment. We are in no obligation to provide a store voucher if the return conditions are not fully met. Additional charges may be deducted to cover any loss due to transit damage. In case of any disputes, the decision made by Lightosphere will be final and binding.

Please allow 7 days for us to process your change of mind request and provide a response. It may take up to 14 days for us to inspect the returned item and provide a response on whether the item meets our returns policy.