Refund and Returns Policy

Refund and Returns Policy

At Lights & Lamps Australia, we supply premium architectural and commercial lighting solutions. Therefore, we design our fittings to meet strict Australian safety and performance standards. Please review our policy below carefully. We operate this policy in full compliance with the Australian Consumer Law (ACL).

1. 14-Day Change of Mind Returns (Retail & B2C Customers)

Under the Australian Consumer Law, businesses do not have a legal obligation to offer refunds for change of mind. However, to give our retail customers complete confidence, Lights & Lamps Australia accepts change-of-mind returns within 14 days of receipt under specific conditions.

Specifically, customers must meet the following criteria for a return:

• You must return items unused, uninstalled, and in their original, undamaged packaging.
• You must provide proof of purchase, such as a Tax Invoice or Order Confirmation.
• We charge no restocking fee for returned items in pristine, resalable condition.
• The customer pays all return shipping costs.

2. Wholesale & Commercial Trade Accounts (B2B Orders)

For commercial trade accounts, electrical contractors, and bulk wholesale orders, our standard B2B Conditions of Sale govern all change-of-mind returns or project over-orders. Consequently, clients must lodge all claims within 7 days of receipt. Additionally, approved commercial returns incur a 30% restocking fee, and the buyer pays for return transport.

3. Damaged or Faulty Goods (Warranty & Consumer Guarantees)

Our products come with guarantees that statutory law cannot exclude under the Australian Consumer Law. Therefore, you are entitled to a replacement or full refund for a major failure. If a product arrives damaged in transit or develops a technical defect within its warranty period, please follow these steps:

• First, contact info@lightsandlamps.com.au within 7 days of delivery with your invoice number and photo/video evidence.
• Next, our technical team will inspect your claim to confirm the fault.
• Finally, we will arrange a replacement or full refund. In addition, we cover prepaid return transport for verified faulty items.

4. Dispatch, Freight & Transit Insurance

We dispatch all orders directly from our Melbourne warehouse in Oakleigh South, Victoria. Furthermore, the buyer assumes transit risks and insurance responsibilities once goods leave our premises, unless you select optional freight insurance at checkout.

How to Initiate a Return

Please contact our customer support team at info@lightsandlamps.com.au with your Invoice or Order Number before sending any goods back. Consequently, our warehouse cannot process unauthorised returns.