We Want You to Love Your Lights

We take care when selecting, preparing and packaging our products. However, we understand that things can occasionally go wrong—especially when shipping fragile lighting products.

Our goal is to make resolving genuine problems as straightforward as possible while ensuring that our return process remains fair and sustainable.

This policy explains when we accept returns, exchanges, and refunds, and what you need to do if there is a problem with your order.

1. When Can I Request a Return?

We currently accept return requests for the following situations:

Damaged During Delivery

If your product arrives damaged, broken, cracked or otherwise affected during transportation, please contact us within 24 hours of delivery.

Because lighting products can be fragile, we strongly recommend taking photographs or a short video of the package and product immediately after delivery, particularly if the outer packaging appears damaged.

Wrong Product

If you receive a product that is different from what you ordered, please contact us within 12 hours of delivery.

Once we verify the issue, we will work with you to arrange an appropriate replacement or refund.

Defective Product

If the product has a manufacturing defect or does not function as reasonably expected under normal use, please contact us within 7 days of delivery.

We may first ask for photographs, videos or other information to help identify the problem. In some cases, a replacement component or troubleshooting assistance may resolve the issue without requiring the entire product to be returned.

2. Change-of-Mind Returns

Because our products are fragile and can be costly to transport, we do not currently offer automatic returns simply because you changed your mind or no longer want the product.

However, we understand that circumstances can vary.

You may contact us regarding a change-of-mind return, and we may consider the request on a case-by-case basis, provided that:

• The product has not been installed or used.
• The product is in its original condition.
• The original packaging and protective materials are available.
• The product has not been damaged or modified.

If we approve a change-of-mind return, return shipping costs will normally be the customer's responsibility, and any applicable delivery charges from the original order may not be refundable.

Approval must be obtained from us before sending the product back.

3. Products Must Be Unused and Uninstalled

For safety and quality-control reasons, lighting products that have been installed, wired, modified, dismantled, or used generally cannot be returned for a change-of-mind reason.

This includes products where:

• Wiring has been altered.
• The fixture has been drilled, cut, painted, or otherwise modified.
• Components have been removed or replaced.
• Installation has caused damage to the product.
• Signs of use or improper handling are present.

This restriction does not prevent you from contacting us about a genuine manufacturing defect or product damage.

4. Return Condition

Approved returns should be sent back in substantially the same condition in which they were received.

Where applicable, please retain:

• Original product packaging
• Protective foam or other packaging materials
• Accessories
• Mounting hardware
• Manuals or instructions
• Any included components

Please do not throw away the packaging until you have confirmed that your product has arrived safely and is working correctly.

We reserve the right to reject a return, or reduce the applicable refund, where a returned product has been damaged through misuse, installation, modification, or inadequate packaging during the return journey.

5. What About Broken Glass?

Some of our lighting products contain glass shades or other fragile components.

If a glass component arrives broken, please do not attempt to install or use the product.

Contact us as soon as possible and send photographs of:

1. The product
2. The broken component
3. The outer packaging
4. The packaging material inside the parcel

This will allow us to assess the situation and determine the quickest solution, which may be a replacement component, replacement product, or refund.

6. How to Request a Return

Please do not send a product back without contacting us first.

To request a return, contact our customer support team with:

Order number:
Customer name:
Phone number:
Reason for return:
Photographs/videos, where applicable:

For damaged, defective, or incorrect products, photographs or videos may be required before a return or replacement is approved.

Once your request has been reviewed, we will provide instructions regarding the next steps.

7. Who Pays for Return Shipping?

If the product is damaged, defective, or incorrect

Where we confirm that the issue was caused by a product defect, fulfilment error, or damage during delivery, we will arrange or cover reasonable return shipping costs, as applicable.

If the return is approved because of a change of mind

The customer will generally be responsible for the cost of returning the product to us.

We will explain the applicable return-shipping arrangements before the return is sent.

8. Replacement or Refund?

Where a return is approved, we may provide one of the following solutions depending on the circumstances:

Replacement

A replacement is often the quickest solution where the same product is available.

Replacement Component

For certain lighting products, replacing a damaged or defective component may be more practical than replacing the complete fixture.

Refund

Where a suitable replacement is unavailable, or where a refund is otherwise appropriate, we will process the refund according to this policy.

We will discuss the available resolution with you after reviewing the issue.

9. Refunds

Refunds will generally be processed after the returned product has been received and inspected, where a physical return is required.

Once a refund has been approved, we aim to process it within 3–7 business days.

The time required for the funds to appear in your account may depend on your bank or payment provider.

For Cash on Delivery orders, refunds may be made through an appropriate electronic payment method, such as a bank transfer or another agreed payment channel. Additional information may be requested to complete the refund securely.

10. Shipping Charges on Refunds

For an approved return resulting from:

• A confirmed product defect
• An incorrect item being sent
• Verified damage during delivery

we will generally cover the applicable return shipping arrangement.

For an approved change-of-mind return, original delivery charges and return shipping costs may not be refundable.

11. Sale, Clearance, Custom & Special-Order Products

Certain products may be identified as:

Final Sale, Clearance, Custom, Made-to-Order, or Special Order.

Such products may have different return conditions, which will be clearly stated on the relevant product page or at the time of purchase.

Custom-made or specially ordered products generally cannot be returned because of a change of mind once production or procurement has begun.

This does not affect claims relating to genuine defects, incorrect products, or damage covered by this policy.

12. Installation Damage

We strongly recommend using a qualified electrician or appropriately experienced installer for electrical installation.

We cannot accept responsibility for damage caused by:

• Incorrect installation
• Incorrect wiring
• Electrical faults at the property
• Improper voltage or electrical supply
• Modification of the fixture
• Installation contrary to the product instructions
• Accidental damage after delivery

If you are unsure whether a product is suitable for your space or electrical setup, please contact us before installation.

We are happy to help you confirm product specifications where possible.

13. Warranty and Manufacturing Defects

Where a product is covered by a manufacturer's warranty, the applicable warranty terms may provide additional protection beyond this return policy.

Warranty coverage can vary by product, so please refer to the product listing or contact us for details.

A warranty does not normally cover damage caused by improper installation, misuse, unauthorized modification, accidents, or normal wear and tear.

14. International Orders

International returns are handled separately because shipping, customs, duties, and international logistics can be significantly more complicated than domestic returns.

If international shipping is available for a particular product, the applicable return conditions and responsibility for international shipping, customs charges, and related costs will be communicated before the order is placed.

15. Important: Please Contact Us Before Returning Anything

Do not send a product back to us without receiving return instructions from our team.

Unapproved returns may be delayed or may not be processed correctly.

We will always try to find a reasonable solution where there is a genuine problem with your order.

Our Promise

We are building this business for the long term.

As a growing Pakistani lighting store, we may not yet have the resources of the largest retailers, but we believe every order should be handled with honesty, care, and fairness.

If something goes wrong with your order, please give us the opportunity to make it right.

Lights People Love. Service You Can Trust.