Refund policy

REFUND POLICY

Thank you for shopping at The Light Supplier. If you are not satisfied with our products, we offer a 30-day return period. Please follow the instructions below to return your order.

IMPORTANT INFORMATION

  • Accepted returns: we accept returns of both defective and non-defective products.
  • Exchanges: we do not offer exchanges.
  • Condition of the products: we only accept items that are unopened in their original packaging or have never been used.
  • Return period: 30 days from the delivery date.
  • Return method: by post.
  • Return label: the cost of the return label is paid by the customer, unless the item is defective or the wrong item was delivered. In that case The Light Supplier provides a prepaid return label.
  • Restocking fee: none.
  • Refund time: refunds are processed within 2 business days after we have received your return.

RETURN POLICY

We offer a 30-day return period, starting on the day you receive the item.

RETURN CONDITIONS

  • The item must be unused and in the same condition as when you received it.
  • The item must be in its original packaging.
  • A valid proof of purchase from us is required.

RETURN PROCESS

  • Send an email to our customer service at support@thelightsupplier.com.
  • Include your order number and the reason for your return.

Always contact us first to receive approval and the correct return address. Returns sent without prior approval will not be accepted.

RETURN SHIPPING COSTS

Return shipping costs are paid by the customer (unless the item is defective or the wrong item was delivered, see above).

CANCELLATIONS

  • You can cancel your order within 24 hours of purchase.
  • After this period the order is processed and can no longer be cancelled.
  • If you still want to cancel after this period, please wait until you have received the parcel and then submit a return request.

EXCEPTIONS / NON-RETURNABLE ITEMS

  • Gift cards
  • Discounted items can only be returned for store credit.

EXCHANGES

We currently do not offer exchanges. If you would like a different item, you can place a new order and return the original item for a refund.

RESTOCKING FEE

No restocking fee is charged for returns.

REFUND PROCESS

To start the return process, contact us at support@thelightsupplier.com or through our contact form.

Once we have received your item, we will inspect it and let you know that it has arrived. After the inspection, we will promptly let you know the status of your refund.

If the return is approved, we will refund the amount to your original payment method (except for discounted items). Refunds are issued within 2 business days; how fast you see the money also depends on your bank's processing time.

WHAT HAPPENS IF YOUR PARCEL WAITED FOR A WEEK AT A SERVICE / PICK-UP POINT BUT WAS NOT COLLECTED?

If your parcel cannot be delivered to your home address, for example because you are not at home at the time of delivery, your shipment may be forwarded to a service point near you.

You can also choose during checkout to have your order delivered directly to a service point, because that is convenient for you or because, for reasons of discretion, you prefer not to receive your parcel at the door.

In these cases the parcel will be ready for you at the service point for 7 days. If you do not collect your parcel within this period for any reason, it will be returned to us. Uncollected parcels are returned to us through a different procedure, which means the return itself can take a few days longer than a 'normal' parcel.

When your parcel has been returned to us, we treat it as a return and let you know by email that your return has been processed.

Would you still like to receive the order? Then you can place a new order in our webshop. The cost we charge for an uncollected parcel is €10. This consists of the actual shipping costs plus the 'undeliverable return' surcharge we have to pay because the local delivery service handled your shipment and passes these costs on to us, plus a small surcharge for the unnecessary work involved.