1 Eligibility for Returns
1.1. To be eligible for a return, the product must meet the following criteria:
- The product was purchased directly from Indolight.store.
- The product is in its original condition, including all packaging, manuals, accessories, and any other items originally included with the product.
- The product has not been installed, used, damaged, or modified in any way.
- The product is returned within the specified time frame outlined in Section 3 (Timeframe for Returns).
1.2. Certain products may have additional eligibility requirements or specific return instructions. Please refer to the product description or contact our customer support team for more information.2 Non-Returnable Items
The following items are not eligible for return unless they are defective or damaged upon arrival:
3 Timeframe for Returns
- Custom-made or personalized products.
- Clearance items or items marked as final sale.
- Products that have been installed, used, damaged, or modified after purchase.
- Products without their original packaging or missing accessories.
3.1. You may request a return within 30 days of receiving your order.
3.2. To initiate a return, please contact our customer support team by email at email@example.com or phone at [insert customer support phone number]. Our team will guide you through the return process and provide you with a return authorization (RA) number.
3.3. The returned product must be shipped back to our address (provided below) within 14 days of receiving the RA number. Please ensure that the RA number is clearly marked on the package.4 Return Process
4.1. Once we receive the returned product and verify its eligibility, we will process your return and issue a refund.
4.2. Refunds will be issued using the original payment method used for the purchase. Please note that it may take several business days for the refund to be reflected in your account.
4.3. If you choose to receive store credit instead of a refund, it will be applied to your INDOLIGHT account and can be used for future purchases.5 Return Shipping Costs
5.1. If the return is due to our error or a defective/damaged product, INDOLIGHT will cover the return shipping costs.
5.2. If the return is due to reasons other than our error, you will be responsible for the return shipping costs.6 Change of Mind / Incorrect Order
6.1. Please choose your products carefully, as we do not offer refunds for change of mind or incorrect orders.
6.2. We recommend thoroughly checking the product specifications, finishes, sizes, quantities, and other details to ensure you select the correct items.
6.3. In the event of a mistake, you may request an exchange for the light fixtures within 30 days of receiving your order. However, please note that this will incur a 25% restocking fee, and the items must have their original undamaged packaging materials. The cost of return shipping is at the customer's expense.7 Faulty Goods
7.1. If you receive faulty goods, please notify the INDOLIGHT team within 3 days of receiving the order. Faulty goods will be processed in accordance with the manufacturer's warranty, which is usually supplied with the product.
7.2. All fittings sold on the INDOLIGHT website come with a minimum 2-year warranty as directed by Australian consumer laws.
7.3. Please note that any electrical fitting must be installed by a qualified electrician, and warranty requests will require evidence from a qualified electrician.
7.4. In the unlikely event that a product is faulty and the fault cannot be rectified under the manufacturer's warranty, we will offer a complete exchange. If a replacement is not available, we will offer a full refund.8 Damaged Goods
8.1. If your goods arrive damaged or faulty, please notify our Customer Care Team within 3 days of receiving the goods at [insert customer care email] and provide a clear description and images* of the issue. For more information, please refer to the FAQ section.
8.2. Do not install damaged goods.
8.3. When raising a claim, please provide the following:
- 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 and courier labels.
- Images or videos showing the damage or issues.
- Order number for easy reference.
For more information, please refer to the Warranty section.
8.4. Our Customer Care Team will acknowledge receipt of your email within 2-3 working days and aim to provide a resolution within 5-7 working days. Please allow time for investigation by INDOLIGHT, the brand, and the delivery agents before a resolution is provided.
8.5. When returning any item, please save all the original packaging and ensure it is packaged as it was when it arrived. If the packaging was damaged, additional packaging may be required. Our Customer Care Team can provide guidance in this regard.
8.6. If the products are deemed damaged in transit, we will arrange for repair (if relevant), replacement, or offer a full refund if a replacement is not available and the product is unusable. For partially damaged but still usable products, we may offer a partial refund within reason.