1. When a return can be requested
Returns can only be requested for orders that have already been marked Fulfilled — in other words, orders you've actually received, whether by pickup or delivery. An order that's still Pending or Shipped isn't eligible for a return yet; if you need to change or cancel an order before it's arrived, contact us directly instead.
Returns must be requested within [insert your return window, e.g., 30 days] of the order being marked Fulfilled.
2. How to request a return
Log into your account and go to My Account, find the order, and use the "Request a Return" option. You'll be asked for:
- Which item(s) from the order you're returning
- The reason for the return
- Whether you'd prefer a refund or a replacement
You'll receive an email confirming your request was received.
3. What happens after you submit a request
Every return request is reviewed individually. Depending on the situation, we may:
- Approve it directly and process your refund or replacement
- Ask you to send the item back first before we process a refund or replacement, particularly for larger or higher-value items
- Decline the request, with an explanation — for example, if the return window has passed or the item doesn't qualify
You'll be notified by email at each step.
4. Refunds
If your order was paid by card, an approved refund is issued back to the original payment method through Stripe and typically takes 5–10 business days to appear on your statement, depending on your bank or card issuer. If your order was billed on Net-30 terms, contact us to arrange how an approved return is reflected on your invoice.
5. Replacements
If you request a replacement instead of a refund and it's approved, we'll create a new order for the same item(s) at no additional charge, fulfilled the same way your original order was (pickup or delivery).
6. Damaged or defective items
If an item arrives damaged or defective, let us know as soon as possible with your order number and, if possible, photos of the issue — this helps us process your return or replacement faster and address it with our supplier or carrier where relevant.
7. Return shipping
[Insert your policy here — for example: "Return shipping is paid by the customer, except in cases of a damaged, defective, or incorrectly shipped item, in which case we cover return shipping." Decide this deliberately, since it affects what a customer owes on a return.]
8. Non-returnable items
[Insert any categories you don't accept returns on — for example, special-order items, clearance-priced items, or items that have been installed or used. If everything in your catalog is returnable under the same terms, you can remove this section.]
9. Restocking fees
[If you charge a restocking fee on any returns, state the percentage and which situations it applies to here. If you don't charge one, you can remove this section.]
10. Cancelling an order instead
If your order hasn't shipped or been picked up yet, cancelling it is usually simpler than a return — see our Terms of Service for how cancellations work.
11. Contact us
Questions about a return, or need help before submitting a request? Reach us at orders@thelightingcompany.com or (800) 555-0142.
Go to My Account