Returns and Refunds

Returns Policy

Change of Mind:

We appreciate that you want to shop with the confidence of knowing that if you are not completely satisfied with your purchase you can return the product. 

If you wish to return a product, then you may return it in a saleable condition at your own cost for a full refund (excluding original freight charge) within 30 days of the item being dispatched from us. Unwanted items must be returned to us unused in their full, original, undamaged, unmarked packaging.

We reserve the right to refuse a refund at our sole discretion. If the buyer chooses to have the goods returned, then the cost of doing so will be at the buyer's expense.

Returns will be processed within 14 days of receipt. All sale items cannot be returned or exchanged. 

Refunds to credit cards can take up to 30 days to appear on your statement.

How to return product? 

Please return the item in its original condition. It must be unused, in its original packaging and in what we deem a saleable state. Love Your Lights reserves the right to decline to issue a refund if the item is not returned in the original condition or if you do not follow the process correctly.

To start a return, you must contact us at sales@loveyourlights.co.nz with your order number in the email header. You will then be emailed instructions on how to return your product.

    Used Products:

    Please note that once products are installed they cannot be returned for a change of mind refund or exchange, and any returns based on damage to the product must be brought to our attention within 14 days as outlined above.

    Light Bulbs:

    For the avoidance of doubt, any light bulb delivered that arrives in-tact and in working condition but blows thereafter through use, irrespective of length of use, is not deemed a damaged product and will not be replaced or refunded. Light bulbs are deemed a consumable item and therefore all average lifetime hours provided are averages and by no means a guarantee of life span.

    Damaged Product:

    If a product is damaged on delivery, then you can refuse to take receipt of that product and notify our Customer Service department - sales@loveyourlights.co.nz. If you notice damage to a product after delivery or there is a problem with your order, you need to notify us in writing with all details of the damage within 14 days of delivery. Failure to do so will negate any claim on Love Your Lights. In the case of damaged goods we will refund or replace the product at our discretion.

    In the case of damage caused during installation by what we deem as user error we reserve the right to not replace that product. Please ensure you read and follow all installation instructions received with your order. 

    Another point to note is that products may differ from the pictures displayed due to the the natural variations of colors and finishes.

    Faulty Product:

    In the case of any deterioration or damage covered by our Manufacturing Warranty, we will opt to repair or replace the affected product at our discretion.

    In such cases please email us advising of the issue, order number and date. If you have any photos or videos documenting the issue please include them in your email to expedite a solution should the warranty claim is accepted.

    If necessary, we will request the items be returned for inspection and assessment at your cost.  Even if the item is deemed faulty please note this return postage is not refunded. However, we will of course ship out a replacement at our cost. 

    Please do not automatically assume a product is faulty. We find that 99% of the time it is a user error and we can usually troubleshoot the issue over the phone or via email.