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Returns Policy

Custom Pieces
At The Light Lounge, we specialise in unique, handmade pieces that are not mass-produced. As such, we have a different returns policy for our made-to-order items, including custom-made lights, specially requested orders and personalised items. Please be aware that we do not offer refunds for all custom-made pieces. It is worth noting that just because an item has size, colour, or emitting colour options, it does not mean it is a "mass-produced" item and may still be non-refundable. If any of the items you received are damaged or not working properly upon arrival, we will provide replacement parts at no additional cost.

 

 

Pieces Damaged In Transit

When you receive your order, please inspect it for any damages or faults within 48 hours of receiving. If any issues are found, please notify us via email with pictures of the damage and a written description. We will provide replacement parts; however, We will not take responsibility for any damages during shipping and cannot be held responsible for any damages caused by incorrect assembly of self-assembly products.

 

 

Mass-Produced Returns
A full refund will be provided to the customer in case of a return for "mass-produced" products. The customer will be responsible for the cost of returning the item and ensuring it reaches our warehouse in its original packaging. Once we have inspected the returned item, we will issue a refund or store credit to the customer.
We cannot offer a refund if the item arrives damaged. We recommend obtaining proof of postage receipt and insurance for the returned item.


Customers are responsible for returning their purchases within ten days of delivery for our other items. Returns made outside of this timeframe may not be accepted. Please keep in mind the exact return period. Please check the specific return policy on the selected product page.

 

 

Order Cancellations

If you need to cancel your order, you can do so within 24 hours of placing it. Once production has started, we will not be able to cancel your order or offer a refund.

Please note that the items must be returned to the address we provide. Returns sent to any other address will not be accepted.

Please note that issues and returns will be handled case by case, so if you need clarification or have any questions about our returns policy, feel free to contact us. We will work with you to find a suitable solution to resolve any issues you may have.

 

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