Conditions available for returns and refunds
Our return policy is simple. Within 30 days of receipt of the item, you can request a return for a refund (excluding our outgoing shipping costs), on any lighting fixture or related product that has not been used, in its original box and in resalable condition (except for some circumstances that described below).
- The returned fixture cannot be installed or modified in any way.
- The returned fixture must be enclosed in its original box with sufficient packing material.
- The returned fixture must be arranged shipping within 7 days of the approval of the return from us.
- Any shipping costs for returns are for the account of you, the customer. (excluding returns of damaged goods). We do not offer shipping costs for the undamaged products. There will be color difference and measurement discrepancy due to the hand-made process, resolution ratio of the screen, shooting light and angles. These cannot be avoided. If you mind, don't make an order.
The following types of items and orders are not eligible for returns and refunds
- products adapted for you (ie track lighting, unless there is a defect).
- We cannot accept returns, exchanges or cancellations of large orders of the same product. (We define large orders as 3 or more of the same product) If you order a large quantity of an item, we recommend that you order sample first to make sure it is what you need. items and orders are not eligible for returns and refunds.
When returning an item, you must pack the product properly. We recommend that you take out shipping insurance. We cannot issue a refund for a product received in our warehouse in a damaged condition. In such a case, you must file a claim with the shipping company and advise us on what to do with the damaged product. We keep your product for 30 days because the product is damaged.
How to initiate a return
To initiate a return, please send an email to [email protected], clearly stating your situation and specifying the product (s) you wish to return. And we will give you the address where the packages should be returned. The manufacturer may charge a restocking fee. The customer is responsible for any restocking costs charged by the manufacturer.
Refunds (if applicable)
Once your return has been received and inspected, we will send you an email to let you know that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your returned item is damaged in transit or does not meet the conditions of return, we will refuse a refund. After we confirm with you and get your approval, we will process your refund and the refund will be automatically sent back to your credit card or original checking account. Credit card payment takes 3-5 days to process, paypal takes 2-3 days.
Late or missing refunds (if applicable)
If you haven't received a refund yet, first check your bank account again. Please contact your credit card company, it may take some time for your refund to be officially posted. Contact your bank now. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us [email protected]
Exchange goods (if applicable)
We only replace items if they are defective or damaged in transit. If you want to exchange it for the same item, please send us an email [email protected]. And we give you the solution. If you need to return the item, we will tell you the address to which the item should be returned.
If the item is marked as a gift upon purchase and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift card will be sent to you. If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves first and then issued to you later, we will send a refund to the gift giver.
Any product received damaged or arrived with a missing part must be reported prior to installation and within 48 hours of receipt. The recipient is responsible for checking the merchandise for accuracy and reporting any discrepancies as soon as possible. We cannot accept responsibility for damage not reported within this time limit. We also do not accept responsibility for broken parts reported after the lamp is installed. All damage must be reported before installation.
Hold all packing materials and wait for the shipper to complete an inspection. If you have removed the packaging from the damaged item, we cannot provide a replacement. Check all boxes for damage and tell the carrier to comment on the delivery note if such damage is visible.
Products received with broken glass, dented shades or frames are not considered a defective item and cannot be returned. In such a case, we will provide replacement of glass or shades at no extra cost. If you do not wish to receive a replacement and wish to return the item, we will consider it as a normal return and will charge inventory costs up to 35%. We also reserve the right to deduct all outgoing shipments from the refund.
Items returned with missing pieces
After we have checked your returned package and discovered that there is a missing part, we will charge an inventory charge of up to 35% and outbound shipping costs.
At the manufacturer there is a defect at the manufacturer - we reserve the right to repair / fix damaged parts / glass or defects of a luminaire - we sell. If the defect cannot be repaired, we will provide a replacement free of charge.
If an order has already been shipped and you decline to receive it, you will be responsible for the cost of returning the product, any restocking charges and outbound shipping costs. If the product cannot be returned to the sender (for example: if the shipping costs for returns are higher than the value of the goods), no refunds can be given in such case.
Incorrect item received
All shipments with items that are incorrectly or wrongly received must be reported to us within one week of receipt of the item. We must be notified by email if the item does not match your order. We cannot accept any claims after one week of receiving the item. In the event of the delivery of an incorrect item, homelights.nl reserves the right to provide the correct product within a maximum period of 8 weeks after receipt of your e-mail. We will pay all shipping costs for returning the incorrect item and delivering the correct product. If you do not want an exchange, the order will be treated as a return and will be charged a restocking fee up to 35%.
All products are covered by a 1 year warranty from the day the item is delivered.
The costs will be debited from your payment account when the order is placed. This protects both the buyer and seller from fraud, as the charges are already shown on the credit card and the original cardholder can dispute the charges before merchandise is shipped. If you want to cancel the order, please contact us [email protected]
Canceled or changed orders
If an order is canceled or changed, we will issue a refund that will deduct the fees charged by credit card payment processors such as PayPal payments. These costs are always non-refundable. If you have any questions about returns and refunds policy, please contact us [email protected]. If you have any problem during the shopping process, please do not initiate a dispute on Paypal. You can contact us and we will handle all matters well for you.