Return and Refund Policy

REFUND POLICY

Returns

We want you to be happy with your lighting. If you change your mind, you can return an item within 30 days of delivery for a refund or an exchange.

Thirty days is a firm limit. Requests made more than 30 days after delivery cannot be accepted as change of mind returns. Your rights under the Australian Consumer Law for faulty goods are not affected by this and are not time limited in the same way.

To be eligible, the item must be unused, in its original condition, and in its original packaging with all fittings and accessories included. Items that have been installed or hard wired cannot be returned for change of mind.

How to start a return

Email us at info@solenelighting.com with your order number and the item you would like to return. We will reply with return instructions and a return address. Please do not send anything back before contacting us.

Return postage

For change of mind returns, the only cost to you is return postage. There is no restocking fee and nothing else is deducted from your refund. We recommend a tracked service, as we cannot refund an item that does not reach us.

Faulty or damaged items

If your item arrives damaged or faulty, or is not what you ordered, contact us within 7 days of delivery with photos. We will arrange a replacement, a repair or a refund at no cost to you, and we cover return postage. Please keep the original packaging until the matter is resolved.

Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Refunds

Once we receive and inspect your return we will email you to confirm. Approved refunds are issued to your original payment method within 5 business days. Depending on your bank it may take a few days more to appear on your statement.

Cancellations

If you need to cancel an order, email us as soon as possible. We can usually cancel an order before it is dispatched. Once it has been dispatched, the return process above applies.

Contact

Email: info@solenelighting.com