Returns & Refunds
At Lighterior, we’re dedicated to providing outstanding customer service, original designer products and the best online lighting experience. Thank you for choosing Lighterior for your curated & boutique lighting destination.
Change of mind / Incorrect order
Please choose carefully as we do not offer a refund if you change your mind or order incorrectly. We ask you check the specification carefully to enable you to choose the correct finish(es), size, quantity and other specification.
At Lighterior, we carefully curate premium indoor and outdoor light fixtures from international designer brands. Therefore, these items are generally not stocked in Australia so we cannot refund you if you simply change your mind.
In the event you do make a mistake we will exchange your light fixtures, if notified within 30 days of receiving the order. However due to the above reasons this will incur a 25% restock fee, plus the items must have original undamaged packaging materials. The cost of return is at the customer’s expense.
All faulty goods must be notified to the Lighterior team within 3 days and are processed in accordance with the manufacturer's warranty which will usually be supplied with the product.
All fittings sold on the Lighterior website carry a minimum 2 year warranty as directed by Australian consumer laws.
Please note, any electrical fitting must be installed by a qualified electrician and all warranties requests will require evidence of the qualified electrician(s).
In the unlikely event the product is faulty, and the fault cannot be rectified under the manufacturer's warranty, we will offer a complete exchange or if we are unable to exchange for the same or a similar product, we will offer a full refund.
If your goods arrive damaged or faulty, Lighterior is here to fully support you. If the goods arrive in a way you were not expecting, please notify our Customer Care Team within 3 days of receiving the goods at firstname.lastname@example.org with a clear description and images* for our team to assist you.
Please do not install these items.
*Please provide us with the following when raising a claim:
- Images of the packaging - including any damage to the packaging.
- Images of how the goods are packed inside the box.
- Images of any packaging labels - both brand labels as well as courier labels.
- Images of the damage or issues you’re having – sometimes a video can help.
- Please advise us of the order number so we can easily find the order on our system.
Our Customer Care Team will aim to confirm receipt of your email within 2-3 working days, following this a resolution should be provided to you within 5-7 working days. Time must be allowed for investigation by Lighterior, as well as the brand and delivery agents before a resolution can be provided.
When sending any item back to us, it is important that you save all the original packaging. Please make sure it is packaged as it was when it arrived with you. If the packaging was damaged, extra packaging may be required. Our Customer Care Team are on hand to give guidance on this.
If the products are deemed damaged in transit we will either arrange repair (when relevant) arrange a replacement or if a replacement is not available and the product is unusable, we will offer a full refund. If the product is deemed partially damaged but still usable, we may offer a partial refund within reason.
Purchases of outlet/sale items - unless faulty or damaged - are final. Please choose carefully as under no circumstance do we accept exchange or refund on an outlet/sale item.
Please note: Outlet products are sold as is and any imperfections are accepted as per the description at the time of sale. Outlet products may not arrive in their original packaging.
Lighterior is not liable for any losses or damages caused by this online shop, or any store linked to or from it. We reserve the right to refuse any order without giving reason. Upon cancellation of an order, we will make all reasonable attempts to contact you using the details provided. All received monies will be refunded using the method received.
Errors / Receiving Wrong or Missing Products
We apologies for any inconvenience with this error. In the event of any discrepancies, please do not proceed with installing the product(s). We ask if you could contact us immediately so that we may arrange the appropriate outcome.
Please email us a detailed explanation, include your order number, images (if possible) and any further information to assist our team at email@example.com within 2 days of receiving your order. We will promptly look at rectifying the issue upon receipt of your product. Before installation, please ensure the product fits the description and image on our site.