How We Sell

Enquiry-First Order Process

All orders — whether retail or wholesale — are processed through an enquiry-first model. We do not operate a standard add-to-cart checkout. Instead, customers contact us via our enquiry form or email, and we provide a personalised quote, confirm availability, and issue a payment link before any goods are dispatched.

This approach ensures accurate pricing, stock confirmation, and clear communication before any commitment is made on either side. We welcome enquiries from individual buyers, interior designers, contractors, retailers, and project specifiers alike.

Order Acceptance

Quotes, Confirmation & Binding Agreement

All prices shown on our website are indicative only. A binding order is formed only when: (a) you have submitted an enquiry; (b) we have issued a written quote; and (c) payment has been received in accordance with the applicable payment terms below.

We reserve the right to decline any enquiry or order at our discretion — including where a product is unavailable, pricing requires correction, or we are unable to fulfil the requested quantity or specification. We will notify you promptly and arrange a full refund of any payment already received where applicable.

• Quotations are valid for 14 days from the date of issue unless otherwise stated
• Product availability is confirmed at time of quote, not at time of enquiry
• Custom and made-to-order items require written approval of specifications before production commences

Pricing & Payment

Payment Terms for Retail & Wholesale Orders

All prices are quoted in the currency specified in our quotation and are exclusive of freight, insurance, import duties, and applicable taxes unless expressly stated otherwise. We reserve the right to adjust pricing at any time; prices confirmed in a written quotation will be honoured for the validity period stated.

Payment terms are as follows:

• Retail orders (1–2 units): Full payment required upon receipt of our payment link, prior to dispatch. Goods will be shipped once payment has cleared.
• Wholesale & bulk orders (3 or more units): A deposit of 30%–50% of the order value is required to confirm and commence the order. The remaining balance must be paid in full prior to dispatch.
• Custom & made-to-order: Same deposit structure as wholesale applies. Production will not commence until the deposit has been received and specifications have been confirmed in writing.

Payment is accepted via bank transfer or other methods specified in our payment link. All transaction fees are the responsibility of the Buyer. Orders will not be dispatched until full payment has been received and cleared.

Delivery & Risk

Freight, Delivery & Transfer of Risk

Freight costs, delivery timeframes, and shipping arrangements are set out in our Shipping Policy, which forms part of these Terms. Unless otherwise agreed in writing, all goods are dispatched from our Australian facility. Risk in the goods passes to the Buyer upon handover to the carrier.

Estimated delivery timeframes are provided in good faith and are not guaranteed. We will not be liable for delays caused by the carrier, customs processing, port congestion, or events beyond our reasonable control.

• Retail orders to the UK: fixed freight rate as specified in our Shipping Policy
• Wholesale and bulk orders: freight quoted individually based on volume, weight, and destination
• UK buyers are responsible for all import duties, import VAT, and customs clearance costs
• Accurate delivery details must be provided — we are not liable for failed deliveries due to incorrect address information

Inspection & Claims

Goods Inspection, Damage & Shortages

All goods must be inspected promptly upon delivery. Any claim for damaged, defective, or missing goods must be submitted to us in writing within 5 business days of receipt, and must include:

• Your order reference and a description of the issue
• Photographs of the affected goods and outer packaging
• A note of any damage recorded on the carrier's delivery documentation at the time of receipt

Claims submitted outside this window, or without supporting evidence, may not be accepted. Where a valid claim is confirmed, we will arrange replacement goods, issue a credit, or provide a refund at our discretion. We are not liable for damage caused by improper handling, storage, or installation after delivery.

Returns & Refunds

Return & Cancellation Policy

Full details of our return and refund policy are set out in our Refund Policy. The key principles that apply under these Terms are:

• Retail customers (UK): You have the right to cancel your order within 14 days of receiving the goods, in accordance with the UK Consumer Contracts Regulations 2013, provided goods are unused, in original packaging, and return freight is arranged at your cost.
• Wholesale & trade orders: Returns accepted within 14 days of delivery for stock items in original, unused condition. A restocking fee may apply. Return freight is at the Buyer's cost.
• Custom & made-to-order items: Non-returnable and non-refundable unless the goods are defective or materially non-conforming with the agreed specifications confirmed in writing prior to production.
• Order cancellations: Must be submitted in writing before dispatch. Cancellation of custom orders in production may incur a fee to cover committed materials and labour.

All returns require a Return Authorisation Number (RAN) issued by us prior to goods being sent back. Unauthorised returns will not be accepted.

Title & Ownership

Retention of Title

Ownership of the goods does not pass to the Buyer until we have received payment in full for all amounts owed in respect of those goods. Until full payment is received and cleared, the Buyer must store the goods separately, clearly identifying them as our property, and must not sell, charge, or otherwise deal with the goods.

We reserve the right to recover goods in which title remains vested in us in the event of non-payment or insolvency of the Buyer.

Products & Specifications

Product Information, Samples & Custom Orders

We make every effort to ensure that product descriptions, specifications, dimensions, and images on our website are accurate. However, minor variations in colour, finish, and dimensions may occur between product photography and the actual goods. Such variations do not constitute a defect.

• Product samples are available upon request — sample freight costs apply as per our Shipping Policy
• For custom and bespoke orders, the Buyer is responsible for reviewing and confirming all specifications in writing before production begins. We will not be liable for errors arising from Buyer-approved specifications.
• We reserve the right to discontinue or modify products without prior notice. Where a confirmed order is affected, we will notify the Buyer and agree on an alternative or provide a full refund.
• Technical data such as wattage, lumen output, colour temperature, and IP ratings are provided in good faith based on manufacturer testing and should be independently verified for safety-critical applications.

Warranties & Liability

Product Warranty & Limitation of Liability

Our products are warranted to be free from defects in materials and workmanship under normal use for the warranty period specified for each product. This warranty does not cover damage caused by misuse, improper installation, unauthorised modification, or failure to follow care instructions.

To the fullest extent permitted by applicable law:

• Our total liability in respect of any order shall not exceed the value of the goods in that order
• We shall not be liable for indirect, consequential, or economic loss, including loss of profit or project delays
• Nothing in these Terms excludes liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be lawfully excluded

Intellectual Property

IP Ownership & Permitted Use

All content on our website — including product images, descriptions, technical drawings, brand assets, and catalogue materials — is the property of The LightCo or its licensors. You may not reproduce, copy, or redistribute our content for commercial purposes without our prior written consent.

Wholesale partners who are granted access to our product photography or brand assets may use these solely for the purpose of promoting our products through their authorised channels, in accordance with any brand guidelines we provide.

Pricing Confidentiality

Wholesale Pricing & Commercial Terms

Wholesale pricing, custom quotations, and any preferential commercial terms provided to a buyer are confidential. You agree not to disclose these to third parties without our prior written consent. We reserve the right to withdraw preferential pricing from any buyer who breaches this obligation.

Force Majeure

Events Beyond Our Control

We will not be liable for any failure or delay in performing our obligations arising from events beyond our reasonable control, including natural disasters, industrial action, supply chain disruption, port delays, government restrictions, or other force majeure events. We will notify you promptly and use reasonable efforts to minimise disruption to your order.

Privacy & Data

Personal Information

The collection and use of your personal information in connection with enquiries and orders is governed by our Privacy Policy, which forms part of these Terms. By submitting an enquiry or placing an order, you confirm that you have read and understood our Privacy Policy.

Prohibited Use

Acceptable Use of Our Website

You agree not to use our website or services for any unlawful purpose or in any way that could harm, disable, or impair our website or interfere with other users. Prohibited activities include uploading malicious code, attempting unauthorised access to our systems, scraping data without permission, or using our platform to facilitate fraudulent or deceptive activity.

Accuracy of Information

Website Content & Pricing Errors

Whilst we make every effort to ensure the accuracy of product information and indicative pricing on our website, errors may occasionally occur. We reserve the right to correct any inaccuracies — including pricing errors — before or after an enquiry is submitted. In the event of a pricing error affecting a confirmed order, we will contact you to discuss the options before proceeding.

Governing Law

Jurisdiction & Dispute Resolution

These Terms are governed by and construed in accordance with the laws of New South Wales, Australia. Both parties submit to the non-exclusive jurisdiction of the courts of New South Wales. In the event of a dispute, both parties agree to first attempt resolution in good faith through direct negotiation before commencing formal proceedings.

For customers in the United Kingdom, nothing in this clause affects any statutory rights you may hold under applicable UK consumer or commercial legislation.

General Provisions

Severability, Entire Agreement & Changes

If any provision of these Terms is found to be unlawful or unenforceable, that provision shall be severed without affecting the remainder. These Terms, together with our Shipping Policy, Refund Policy, and Privacy Policy, constitute the entire agreement between us in relation to your use of our website and services.

We reserve the right to update these Terms at any time. The current version will always be published on our website. Continued use of our website or submission of an enquiry following any update constitutes acceptance of the revised Terms.