Return & Refund Policy
Thank you for shopping with us at Lightcollects. We aim to provide you with the best shopping experience possible. Please read our refund policy carefully to ensure you understand your rights and responsibilities when making a purchase from us.
Order Cancellations
1. We can cancel the order for you if you contact us in time after your purchase.If your payment finished and the parcel is not shipped out, you can cancel your order before your item’s delivery. And we will refund full of your money.
2. Orders can't be canceled once the parcel is shipped out.
Damaged Products
1. Despite our best efforts to ensure secure packaging, there is a chance that products may be damaged during transportation.
2. If you receive a damaged product, please contact us immediately after signing for the delivery. Provide us with clear photographs of the damage, including images of the packaging.
3. We will assess the damage and determine the appropriate course of action, which may include a refund or replacement, depending on the extent of the damage and product availability.
4. If the product damage is caused by us, we will bear the return shipping fee. If the damage is caused by the customer, the customer will bear it.
About Return
30-Day Money-Back Guarantee
1. Please contact our customer service within 30 days after receiving the item, stating the item you want to return and the reason. We do not accept items that you return without our verification. You can contact us by email at service@lightcollects.com.
2. We offer a 30-day money-back guarantee, provided there is a valid reason for the return. Valid reasons for requesting a refund may include but are not limited to:
(1) Product defects or malfunctions not caused by misuse or mishandling.
(2) Incorrect product received.
(3) Dissatisfaction with the product quality, excluding minor variations due to handmade nature or natural materials.
3. To be eligible for a refund, the product must be in its original condition and packaging.
4. Refunds will be processed within 7 business days from the date of receiving and checking the returned product.
5. If payment is made by credit card, please note that it may take 1 to 2 weeks for the bank to process the refund, depending on the credit card company's policies.
6. Refunds will be processed using the original method of payment. If payment is made by credit card, please note that there may be a delay in the arrival of the refund, depending on your card issuer's policies.
7. Shipping costs are non-refundable, and the customer is responsible for return shipping fees unless the product is deemed faulty or damaged caused by us.
Exchange/Return Process
1. Customers should send an email to service@lightcollects.com to apply for an exchange/return and attach the reason for return/exchange and product photo.
2. After receiving the customer's exchange/return request, our customer service will send exchange/return instructions and the exchange/return address via email. Please follow the instructions to process exchanges/returns.
3. Once we receive the returned package and inspect the status of the product, refunds or exchange orders will be processed within 7 workdays.
4. Once your refund or exchange has been processed, we will send you an email notification.
Return Address
Please contact our Customer service at service@lightcollects.com to get the return address.
Exceptions
Customized, personalized products and clearance, discounted items cannot be refunded unless they are defective or damaged upon arrival.
Return Charge
1. If the return is due to our problems (such as: incorrect products, quality problems of products), we will provide a full refund for you include the return freight.
2. If the return is due to the buyer’s problem (such as: don’t like/want the item, ordered a wrong product/size), the buyer should pay the return freight.
3.No restocking fee to be charged to the consumers for the return of a product.
If you have any questions or concerns regarding our return & refund policy, please don't hesitate to contact us. We are here to assist you.
Email: service@lightcollects.com
Telephone: +86 186 5565 5977
Address: Room 1128, South, 2nd Floor, Factory Building D2, Yangshan Science and Technology Industrial Park, No. 35 Xijinzhi Road, High-tech Zone, Suzhou, Jiangsu 215011, China
Working Hours: (Mon-Fri) 8:30AM -6:00PM (UTC+8)
