Customer Service:
Returns & Exchange:
Items once delivered to the consignee CANNOT be returned or exchanged until and unless there is any manufacturing defect or wrong product is delivered by us.
Cancellation:
You can cancel an order within a 24 hour window of order placement. If your order has already shipped (under 24 hour window), it cannot be cancelled. Cancellation fees may apply for orders being consolidated at our warehouse. Any cancellation fees imposed by the manufacturer will be your responsibility and will be deducted. To request an order cancellation, please contact our team using our customer service form. Please be sure to include your name, address, order number, items to be cancelled, and the reason for your cancellation. You will receive an email detailing your cancellation request, followed by another email detailing if the cancellation request was successful. Please allow up to 3 working days to receive your cancellation confirmation.
Please be aware that if your order is already in route from its original location, it cannot be rerouted, redirected, or cancelled.
Note: Do not refuse delivery of non-damaged goods as this will result in a restocking fee. Additionally, delivery refusal may also result in the loss of your product and may negate the possibility of a refund. You may also be charged for round trip shipping costs.
Restocking Fees
Restocking fees is 20%. If the products ordered by you has already been ordered from the warehouse by us and you don’t cancel it within 24 hours, you will be charged 20% as the restocking fee.
Shipments Claims:
We understand that items can be damaged during the shipping process. We also understand that from time-to-time, something may arrive missing parts or components. Our damaged goods/missing parts policy and process is designed to deliver to you a resolution in the timeliest manner possible, at no expense to you. All damages must be reported within 24 hours of delivery. The Lightology cannot be held responsible for any missing, or damaged goods if we are not notified within this time period. If you suspect that your order was damaged during shipment, please contact us immediately,(through e-mail or whatsapp.) Please provide photos of the damaged product and packaging. Once your claim request has been received a Claims Specialist will reach out to you within 2 working days.