Returns & Refunds

RETURN & REFUNDS POLICY

Please carefully read the terms and conditions of our return policy below.
Do NOT return anything until you have completed a Returns Request Form.

Our returns team aims to make your experience as easy and seamless as possible. Items can be returned within 14 days from the date received. Items must be returned in original packaging with all accessories included. If packaging is not available, your item cannot be processed for a return.

If you wish to make a return, please contact us at [email protected]

Rest assured, you’ll never be charged a restocking fee for your return! A one-time Courtesy Replacement can be offered if available in our inventory.

Often we will just refund your purchase if you are not happy or unsatisfied with your order from us.

We do our best to cover you when things don’t go as planned. If you receive an item that is damaged or defective, please contact our customer support team within 14 days to assist with a refund or an exact replacement, if the item is currently available. Images of the damaged/defective product are sometimes required. In most cases, we will ask for these items to be returned to our facilities, but we will assist with the return and shipping costs.

RETURN CONDITIONS

(1) All items are checked prior to being packaged and dispatched by both the manufacturer and Light-Garden.shop.

(2) Returns must be in the original packaging with tags. The tags must not be removed. If tags are cut, removed or retied on, then a refund will not be issued.

(3) Packaging must be in original condition and not taped in any way.

(4) Items can be returned within 14 days from the date received. Items must be returned in original packaging with all accessories included.

(5) If packaging is not available, your item cannot be processed for a return.

(6) If the product is not received in the same condition it was sent to you there may be a delay before the manufacturer approves or rejects your refund.

(7) Once your refund request has been accepted, refunds are usually processed within seven days of the returned item received. The timeframe of the funds reaching your bank account vary depending on your provider.

(8) If an item is returned in unacceptable condition, we will send it back to you and no refund will be issued.

SHIPPING

Please ensure your delivery details are correct as any undelivered orders will be returned at your cost.

Customers will shoulder return shipping fee.

We cannot refund any returns that are lost in transit.

We reserve the right not to supply to customers who repeatedly return orders.

Undeliverable/unclaimed items

When an item is returned to us because no-one was home after 3 attempts, or because the item was not claimed by the client or because an incorrect postal address was given, the you will need to pay the cost of re-delivery. If you decide that you no longer interested the item. The return will be subject to a restocking fee and a return shipment fee, which is equal to $20.00

Delayed Shipments

We always aim to despatch your item in time to arrive within your chosen delivery time frame. No shipping time frames are guaranteed. In addition, we are not responsible for external factors that are out of our control, for example postal strikes, courier delays etc that may delay the arrival of your order. Where we have shipped your order on time and using an appropriate shipping method for your order to arrive on time, and your item arrives late, we will not refund shipping costs

CANCELLATIONS POLICY

We understand that it is a very important undertaking to order a item for your needs, and our cancellation policy was created with bearing this in mind.
The good news is that after placing your order, there is still time for you to change your mind. For further details, please refer to our cancellation policy below.

(1) Orders canceled within 24 hours of payment confirmation will be eligible for a full refund.

(2) Orders canceled after 24 hours, sorry to say that we will charge $5.00 as the processing fee.

(3) Orders canceled after we have posted to you, sorry to say that we will charge $15.00 for the postage.

To cancel your order send an email to [email protected] stating your order number and reason for cancellation.

Please note that your order will automatically be cancelled if you do not pay within 2 hours.

Non-receipt

All items are sent via a tracked method of posting. You will receive an email from the courier that an item is being sent to you.
It is the buyer's responsibility to track the item. If an update to tracking cannot be seen for 3 days, or the item is showing as delayed for whatever reason, it is the responsibility of the buyer to contact us immediately at [email protected], so that we can determine if a case should be opened.
If you have an issue with your order, you should contact us on the same day as the delivery otherwise your order will be considered to have been accepted as ordered.

Disputes

If you would like to raise an issue or dispute about an item received or not received, then the you should contact light-garden.shop in the first instance at [email protected].
We require 7 working days to resolve disputes. Disputes in relation to deliveries require 15 working days.
If you choose to raise a dispute with your payment card provider, Paypal or via another another means other than allowing Light-garden.shop time to resolve the issue, or instead of contacting Light-Garden.shop.
Should the dispute case be found in favour of the buyer by a third party payment provider, We reserves the right to recover all costs and sale value through legal action.
Your statutory rights are not affected.