By submitting an order with Ourslight, you agree to the policies laid out below. These rules have been established to ensure you fully understand our refund, return workflows and relevant procedures. Our return‑refund policy applies across most countries, including the United States and the United Kingdom.
Eligibility for Returns and Refunds
You may submit a return‑and‑refund request within 14 calendar days after you receive your goods; return shipping fees shall be borne by you. All returned lighting‑related merchandise must arrive in its original packaging, remain in resale‑worthy condition (subject to special exceptions noted below), and show no signs of use. A restocking fee may be applicable for certain returns. Refer to the “Restocking Fee” section further down for full details.
Order Cancellation
Orders can be cancelled free of charge within the first 24 hours after placement. Send us an email containing your order number, and our team will review and reply to you within 24 hours. Kindly refrain from opening PayPal claims or credit‑card chargebacks. We will make every reasonable effort to resolve your concern directly.
Once your order has been dispatched, cancellation is no longer permitted. Should you still wish to cancel after shipment, a warehouse handling charge ranging from 30%‑50% of the total order value will apply. You are responsible for return delivery expenses. Ourslight reserves the right to subtract all original outbound shipping costs from your final refund, and these charges will be deducted before funds are released.
Order Modification
Adjustments to order details (including colour specifications, dimensions, delivery address or contact phone number) are permitted within 24 hours of placing your order. No further revisions can be processed once goods have already shipped.
Returns
You are expected to inspect delivered items for correctness and good condition within one week upon package receipt. If you intend to return goods purchased from our site, you must open your return request within 14 days of delivery. Please note that return‑postage costs remain your responsibility regardless of why you seek a return or exchange, and such costs will be subtracted from your refund sum.
Returned goods must stay in original state: unused, kept in original packaging and complete with all supplied accessories. When your return application gets approved, you have 7 days to send the merchandise back to us.
Important: Goods showing damage, stains or signs of usage cannot be accepted for return or exchange. Any returned parcels failing these requirements will be rejected.
The right of return does not extend to the following categories: (1) Custom‑made goods manufactured strictly according to your personalised specifications. (2) Consumable accessories such as light bulbs. (3) Bulk purchases of identical items. A bulk order is defined as three or more units of the same product. Bulk‑order transactions cannot be cancelled, exchanged or returned. If you plan large‑volume procurement, we strongly suggest purchasing one sample unit first to confirm suitability. For enquiries, email support@ourslight.com and we will reply promptly. (4) Shipping fees: After an order ships, premium expedited delivery charges (for example FedEx service fees) are non‑refundable. Should your order end up being returned and refunded, these extra delivery costs will not be reimbursed.
Please be advised: Due to varying screen resolutions and monitor calibrations, on‑site product colours may differ slightly from physical goods. Manual measurement processes can also create minor dimensional deviations. All colours and size figures serve for reference only; please use the actual received product as the standard.
How to Submit a Return Request
(1) Write to support@ourslight.com, explaining your return reason and describing the items you intend to send back. (2) Our team will assess your submission. (3) Once approved, you will receive a formal return‑authorisation email. (4) Upon receiving authorisation, you have 7 days to ship your returned goods back to our facility. (5) After dispatching your return parcel, forward us the tracking number, tracking link and product photos, so we can verify that the returned goods originate from Ourslight. (6) When we receive your returned package, we will email you to notify whether your submission complies with return‑refund rules. If compliant, your refund will be processed. We hold the right to refuse refunds where conditions are not satisfied.
Refunds (where applicable)
We initiate your refund after receiving returned goods that satisfy our policy criteria. Once processed, funds go back to your original payment channel: PayPal refunds generally take 1‑2 working days; credit‑card refunds usually require 3‑5 working days. Currency‑exchange‑rate fluctuations may lead to minor differences between the originally‑paid amount and the final sum you receive. All shipping fees you have paid are non‑refundable.
Delayed or Missing Refunds
If you have not yet received your refund amount, first double‑check your bank account records. Next get in touch with your credit‑card issuer, as internal bank processing may cause delays. Then contact your banking institution; refunds often need extra processing time to post to your account. If you complete all these checks and funds are still missing, please reach us via support@ourslight.com.
Exchanges
We only facilitate item replacements for products proven defective or damaged in transit. If you need an identical‑item exchange, send an email to support@ourslight.com and we will propose a suitable resolution.
Damaged Deliveries
Products arriving damaged or with missing components must be reported to us within 48 hours after delivery and prior to any installation work. Preserve all original packaging materials and allow the shipping carrier to conduct inspection. Examine every outer box for harm at the moment of delivery. If damage is visible, request the courier to record such damage on your delivery proof.
Glass breakage and dents to lampshades or lamp frames are not treated as manufacturing defects and do not qualify for free return. Under such circumstances, we supply free‑of‑charge replacement glass or lampshade components. If you decline component replacement and opt to return the whole lamp instead, it will count as a standard return subject to a restocking fee of up to 20%. You cover return‑shipping expenses. We may deduct all original outbound delivery costs out of your refund amount.
Refused Parcels
Once your order has been dispatched, we cannot halt transit. If you refuse package acceptance, a storage‑handling charge equivalent to 30%‑50% of your order total will apply. Return‑shipping costs fall on you. We retain authority to subtract all initial outbound delivery fees from any potential refund, and these deductions apply against your item‑refund amount.
For situations caused by force‑majeure events including unexpected product harm or defects, immediately notify our customer‑support team at support@ourslight.com and we will offer appropriate solutions.
Receipt of Wrong Items
In this scenario, please first cross‑check your own order confirmation for accuracy. Any mis‑shipped orders must be notified to us within one week of delivery. When we confirm incorrect‑item delivery, we will arrange shipment of the correct goods within a maximum of 8 weeks following receipt of your notification email. If you reject exchange and insist on returning the order, this counts as a regular return subject to a restocking fee of up to 20%. You pay return‑delivery charges, and we may deduct original outbound‑shipping costs from your refund.
Warranty
Every product carries a 2‑year warranty calculated from the delivery date. This warranty does not cover harm resulting from accidents, improper operation or user negligence. Normal material ageing and wear‑and‑tear are excluded from warranty coverage. Warranty benefits do not apply to merchandise purchased through third‑party auction platforms.
Special note: Delivery date follows the timestamp shown within carrier‑tracking records.
- Rechargeable LED desk lamps enjoy a 3‑month warranty from receipt date. Full‑unit replacement is provided free, yet you bear associated shipping costs.
- LED lamp bodies, LED light sources and LED drivers come with a 6‑month receipt‑date warranty. Replacement accessories are complimentary; you are responsible for delivery charges.
- Remaining structural parts of LED lamps carry a 2‑year free‑replacement warranty starting upon receipt; shipping expenses are to be covered by you.
- Non‑LED‑source lighting products have a 2‑year receipt‑date warranty: accessory replacements are provided without component fees, with shipping costs payable by the buyer.
Important reminder: Above warranty terms are void for man‑made damage. Where human‑caused damage occurs, replacement accessories must be bought separately and all delivery costs are at customer expense.
Should you have questions regarding our return‑refund policy, contact support@ourslight.com. For difficulties encountered during website shopping, email support@ourslight.com for assistance. Our support staff reply within 24 hours on business days. Responses over weekends or official holidays may be delayed for 24‑48 hours. Remember to check both your main inbox and spam folder. Filing payment‑platform disputes (for example PayPal disputes) will not speed‑up case resolution.
Restocking Fee
A restocking fee equal to 20% of product value will be charged either when your return window expires, or when your in‑window return application falls under one of these circumstances:
(1) Change‑of‑mind / buyer’s remorse
(2) Finding identical goods sold elsewhere at lower pricing
(3) Accidental purchase or goods no longer required
Direct your enquiries to support@ourslight.com.