Returns & Exchanges
We hope you are 100% satisfied with your purchase
But in case you're not, we will gladly accept returns or exchanges within 30 days.
Please read our return policy below, and then either complete your return online using the NEW Easy Returns feature in your account or contact our customer service team for assistance.
Return and Restocking Policy
All returns must arrive at our warehouse in the original packaging with the RMA /Order number clearly written on the outer packaging.
A 15% restocking fee and all return shipping costs will be deducted from the refund amount unless the wrong item was shipped by us, or a product was deemed defective.
A full refund (minus the restocking fee and return shipping costs if applicable) will be made in the original method of payment within 10 days of receiving the return.
Exchange Policy
All items being exchanged must arrive at our warehouse in the original packaging.
A restocking fee will not be applied to items being exchanged. However, the customer will be responsible for the return shipping costs unless the wrong item was shipped by us, or the product was deemed defective.
Once the returned product is received at our warehouse, a credit (minus the return shipping costs if applicable) will be issued to the customer’s account in the original method of payment.
Damaged items Policy
If you received your item in a less-than-perfect condition please contact us immediately before using the item so we can address the issue and make it right.
If your return is approved, we will initiate a refund to your original method of payment.
We are committed to ensuring customer satisfaction and will work with you to resolve any issues as quickly as possible.
If your item was damaged in transit – please contact customer service, and they will assist you in filing a claim with the carrier.
CUSTOM and PERSONALIZED PRODUCTS:
Custom and Personalized Products do not qualify for returns or exchanges.
Clearance/Sale items are NOT eligible for return
Any additional questions or concerns please contact our Customer Service department:
Phone: 800-998-6977
Email: Customerservice@lightup.com