Section 01 — Voluntary Returns

Change-of-Mind Returns

Australian Consumer Law does not require a business to provide a refund simply because a customer changes their mind. However, The Light Co accepts eligible change-of-mind return requests made within 30 days of delivery.

To qualify, the item must be:

• Unused, uninstalled, unassembled and in resalable condition
• Returned with all original parts, accessories, manuals and packaging
• Free from scratches, marks, odours, damage or alteration
• Accompanied by the order number or another acceptable proof of purchase
• Approved by our support team before it is sent

The customer is responsible for arranging and paying the return delivery cost for a change-of-mind return. Original delivery charges are not refundable unless required by law or expressly agreed by us.

Section 02 — Change-of-Mind Exclusions

Items Not Eligible for a Voluntary Return

Unless required by Australian Consumer Law, change-of-mind returns are not available for:

• Items that have been installed, assembled, used or modified
• Items damaged after delivery or missing original components or packaging
• Personalised, specially sourced or made-to-order products
• Gift cards or other non-returnable digital products
• Clearance or final-sale items where this was clearly disclosed before purchase
• Items returned without prior approval or sent to an incorrect address

These exclusions do not remove any rights you may have where an item is faulty, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee.

Section 03 — Australian Consumer Law

Faulty, Unsafe or Incorrect Products

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Products must be of acceptable quality, match their description and be reasonably fit for any disclosed purpose.

The remedy available depends on whether the problem is major or minor and on the circumstances:

• Major problem: you may be entitled to choose a refund or replacement. A major problem can include a product that is unsafe, substantially different from its description, or unable to be used for its normal purpose and cannot easily be fixed.
• Minor problem: we may choose to provide a free repair within a reasonable time. If the problem cannot be fixed, or is not fixed within a reasonable time, further remedies may be available.
• Incorrect product: contact us if the item received does not match the product or option shown in your order confirmation.

We may need to assess the product and request photographs, video or other reasonable information before confirming the appropriate remedy.

Section 04 — Delivery Problems

Damaged, Missing or Incomplete Deliveries

Please inspect the parcel and product as soon as reasonably possible after delivery. If an item appears damaged, incomplete or incorrect, keep the product and all packaging while we review the matter.

For efficient carrier investigation, please contact us promptly and, where possible, within 48 hours of delivery. This requested timeframe does not limit any rights that cannot be limited under Australian Consumer Law.

Section 05 — Return Delivery Costs

Who Pays for the Return?

• Change of mind: the customer is responsible for return delivery costs and for the item until it reaches the approved return location.
• Confirmed faulty, incorrect or damaged item: we will arrange collection or reimburse reasonable return delivery costs where required. Keep receipts for any approved postage or transport expense.
• Large or difficult-to-return product: where required by law, we will arrange collection at our cost once the issue has been assessed.

If assessment shows that the product does not have the reported problem, collection, inspection or redelivery costs may be payable by the customer where permitted by law and where those costs were disclosed in advance.

Section 06 — Return Procedure

How to Request a Return or Remedy

Email info@thelightco.com.au or use our contact page. Please include:

• Your full name and order number
• The email address used at checkout
• The product name and reason for the request
• Clear photographs or video where the product is damaged, faulty or incorrect
• Your preferred outcome, where relevant

We may ask for proof of purchase. This does not have to be a paper receipt; an order confirmation, payment record or other reasonable evidence may be accepted.

Please wait for written return instructions before sending the item. Unauthorised returns, cash-on-delivery parcels and items sent to an unapproved address may be refused or delayed.

Section 07 — Inspection

Assessment of Returned Products

We have the right to reasonably assess a product before providing a remedy. Assessment may be completed using photographs, video, troubleshooting information or physical inspection.

For change-of-mind returns, we will check that the item meets the voluntary return conditions. A refund may be reduced or refused if the item has been used, installed, damaged, altered or returned incomplete, except where such a reduction or refusal would conflict with Australian Consumer Law.

Section 08 — Refund Processing

How Refunds Are Issued

Once a refund is approved, it will normally be issued to the original payment method unless we agree on another method with you.

We aim to submit approved refunds promptly after assessment. The time taken for the funds to appear in your account can vary depending on the payment provider or financial institution.

• Promotional discounts are reflected in the amount actually paid and refunded
• Gift cards or store credit may be refunded in the same form where applicable
• Original delivery charges are refunded where required by law
• Reasonable return costs for a confirmed product failure will be handled as required by law

Section 09 — Order Changes

Cancellations Before Dispatch

Contact us as soon as possible if you wish to change or cancel an order. We will try to assist, but cancellation cannot be guaranteed after order processing or fulfilment has begun.

If an order has already been dispatched, the applicable return process will apply. If we cannot supply a paid product within a reasonable time, we will contact you and provide an appropriate solution, which may include a replacement, alternative product or refund.

Section 10 — Customer-Caused Damage

When a Remedy May Not Apply

A remedy under consumer guarantees may not be available where the problem was caused by:

• Misuse, neglect, accidental damage or improper storage after delivery
• Installation contrary to instructions or by an unqualified person where licensed installation was required
• Unauthorised modification, repair or alteration
• Normal wear and tear rather than a product failure
• A fault that was clearly disclosed before purchase

These circumstances will be considered individually and do not affect rights that apply independently under Australian Consumer Law.