Refund policy
At Light by Elux, the satisfaction of our customers is our #1 priority. That's why we offer our Elux Satisfaction Guarantee™. If you're not 100% satisfied with your purchase for any reason, please contact us and we will work to refund your purchase or ship you whatever is necessary.
If you are not happy with your purchase for any reason, you are free to return it to us. All returns are processed at our Canadian facility.
Return Procedure
To initiate a return, contact the Elux Customer Service Team at hello@lightbyelux.com. Any return must be acknowledged by a member of our team. Let us know the reason for your return and we will be happy to assist you.
To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. The item must be in its original packaging, this includes all remotes, screws & plugs that were included in the order. We have a 14-day return policy, which means you have 14 days after your item is delivered to initiate a return. If the items to be returned are not shipped with a valid tracking number within 14 days after the return is initiated, then the order is ineligible for a return.
A 20% restocking fee applies to all returned items. This 20% restocking fee is calculated from the full price of the items. Discounts and partial refunds are not included in this calculation. If the item(s) is/are not returned in the original packaging, missing items, or fit for resale, the restocking fee may be higher at the discretion of the Quality Assurance Team.
The order number must be noted on the return label so that we can confirm which order has been received.
Upon receipt of your request we will provide further return instructions.
Return postage and label printing is the responsibility of the customer.
Express Shipping costs are not refundable.
Refunds
Returned items will be inspected by our Quality Assurance Team. Once inspected we will initiate the refund to the credit card or original payment method. Any missing items in the return will result in a partial refund proportionate to the cost of the missing part.
When our Quality Assurance Team approves a return, the refund is applied to the order, and the customer is notified.
Credit card refunds required a few days to process. Usually, 1-5 business days depending on the credit card issuer.
Any customs or duty charges are applied at the discretion of the local carrier and local laws. All of these charged are the responsibility of the customer and will not be covered by Light by Elux. Failure to pay customs may result in the destruction of your order by customs or it may be returned back to us. If the order is returned back to our warehouse by the courier due to a failure to pay customs or a refusal to accept delivery by the customer, the shipping cost (that we pay to the courier) will be deducted from the refund as there is a cost associated with the return.
Any shipping, customs, or duty charges applied to customer returns (and paid by Light by Elux) will be deducted from the refund. Express shipping fees are not refundable. Light by Elux cannot be held responsible for any shipping damage received by products during return shipping. The returned items will be evaluated in the way that they are received for their refund value.
The maximum possible refund for a returned order is 100% of what was paid by the customer as part of their order that was transacted through our website. Any shipping fees or duty/custom fees paid by the customer to a third party and associated with their order will not be refunded.
All of our lamps are inspected and tested before shipping. In the rare case that a customer does have any technical issues with a lamp or is missing a part or parts, we will do our best to resolve it quickly. If we are unable to resolve the issue, with customer service, then we will send the customer whatever replacement parts they require to make it work properly.
Should the customer have a technical problem, damaged product, or missing parts, etc., the refund and return policy outlined here will continue to be valid and unchanged. This is because we will resolve the problem or make it right at our expense.
If a customer returns a product or products from of an order in which they received a discount for ordering the item in a certain quantity, the refund will be adjusted to so that the customer receives the appropriate discount for the remaining products that they did not return.
If a package is delayed and not moving, according to the courier's tracking, for more than 30 days and there is no sign from the courier that the package will be delivered within the next 7 days, then we will process a full refund for the order or re-ship the order.
Order Cancellations
Once an order is placed, we begin to process it immediately. This includes purchasing a shipping label from the carrier and preparing the item(s) for shipment at one of our warehouses. Because of this, once an order is placed, it is against our policy to cancel it. This allows to make our fulfillment process as fast as possible and gets our lamps into customer's hands sooner.
Any order whose delivery is refused by the customer will be returned to our warehouse. Once it is received at our warehouse the order will be refunded. Any shipping costs associated with the refused item(s) will be paid by Light by Elux and their sum will be subtracted from the amount refunded to the order.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right by sending you a replacement lamp or part as required by the situation. The 14-day return period will restart at the time that the replacement part or lamp is delivered.
In order to send a replacement lamp or part we do require some evidence of the damage or issue in the form of a picture or short video. The reason we require evidence is to prevent our customer focused refund/replacement policy from being taken advantage of.
If a customer would prefer a refund for their order rather than a replacement lamp/part then they will be required to return the lamp to us following our regular return policy.
Exchanges
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.
You can always contact us for any return question at hello@lightbyelux.com.
Last updated: September 30, 2021
