Section 01 — Retail Customers

Retail Returns (1–2 Units)

If you are a retail customer in the United Kingdom, you have the right to cancel your order and return goods within 14 days of receiving them, in accordance with the UK Consumer Contracts Regulations 2013. To be eligible for a return:

• Goods must be unused, uninstalled, and in their original packaging
• You must notify us in writing within 14 days of receiving the goods at info@thelightco.com.au
• Return freight is arranged and paid for by the customer
• A Return Authorisation Number (RAN) must be obtained from us before any goods are sent back

Once the returned goods are received and inspected, we will process a refund to your original payment method within 7 business days. We reserve the right to deduct from the refund any diminishment in value if the goods show signs of use or handling beyond what is necessary to assess them.

Section 02 — Wholesale & Trade

Trade Returns (3+ Units)

For wholesale and trade orders of 3 or more units, returns of stock items are accepted within 14 days of delivery, subject to the following conditions:

• Goods must be in original, unused condition and in original packaging
• Return must be requested in writing with your order reference before goods are sent back
• A Return Authorisation Number (RAN) is required — unauthorised returns will not be accepted
• Return freight costs are at the buyer's expense
• A restocking fee of up to 15% of the order value may apply

We do not accept returns for change of mind on stock items beyond the 14-day window, or for items that have been opened, installed, or used in any way. Approved refunds will be issued within 7 business days of receiving and inspecting the returned goods.

Section 03 — Custom & Made-to-Order

Custom Orders

Custom and made-to-order products are manufactured to your confirmed specifications and are non-returnable and non-refundable, except where the goods are defective or materially non-conforming with the written specifications agreed prior to production.

• All custom specifications must be confirmed by you in writing before production begins
• We strongly recommend ordering samples to verify finish, colour, and scale before committing to a production run
• Once production has commenced, cancellations may incur a fee to cover materials and labour already committed
• If a custom item arrives defective or does not match the agreed specification, please follow the damage claim procedure below

Section 04 — Damaged or Incorrect Goods

Damage Claims & Defective Items

If your order arrives damaged, defective, or does not match what was confirmed in your order, please follow the steps below. This process applies to both retail and wholesale customers, and to stock and custom items alike.

Claims submitted outside 5 business days of delivery, or without photographic evidence, may not be accepted. Where a valid claim is confirmed, we will — at our discretion — arrange replacement goods, issue a credit note, or provide a partial or full refund depending on the nature of the issue.

Section 05 — Exclusions

Items We Cannot Accept Back

The following items are not eligible for return or refund under any circumstances (except where proven defective upon delivery):

• Installed or used products of any kind
• Custom, bespoke, or made-to-order products without a quality defect
• Items returned without a valid Return Authorisation Number (RAN)
• Items returned beyond the applicable 14-day return window
• Goods damaged after delivery due to misuse, improper installation, or modification
• Items where original packaging has been discarded or significantly damaged

Section 06 — Order Cancellations

Cancelling an Order

Cancellations must be submitted in writing to info@thelightco.com.au before goods have been dispatched. Once dispatched, the standard return process applies.

• Stock orders: Cancellations accepted at no charge before dispatch. If goods have already been shipped, the return policy applies.
• Custom orders in production: Cancellation may incur a fee to cover materials, tooling, and labour already committed at the time of cancellation request.
• Deposits: Where a deposit has been paid for a custom order and production has not yet commenced, the deposit may be refunded less any costs already incurred in preparation.