Refund Policy

At RGB Room Lighting Store, we are committed to providing high-quality products and excellent customer service. We understand that sometimes products may not meet your expectations, and we want to make the returns and refunds process as straightforward as possible.

1. Return Eligibility

1.1 Time Period

You have 30 days from the date you receive your product to request a return. Returns requested after 30 days from delivery will not be accepted except in cases of warranty claims for defective products.

1.2 Product Condition Requirements

To be eligible for a return, your product must meet the following conditions:

• Unused and in original condition: Products must not have been installed, used, or show signs of wear
• Original packaging: Products must be returned in their original packaging, including all accessories, manuals, and components
• No damage: Products must be free from customer-caused damage, including scratches, dents, or modifications
• Proof of purchase: You must provide original proof of purchase (order number, receipt, or invoice)
• Complete: All parts, accessories, and components must be included

1.3 Non-Returnable Items

The following items are not eligible for return:

• Products that have been installed or used
• Products damaged due to misuse, abuse, or improper installation
• Custom or special-order products made to your specifications
• Products with removed or tampered safety seals or labels
• Clearance or final sale items (marked as such at time of purchase)
• Gift cards or promotional items

2. Return Process

2.1 Initiating a Return

To initiate a return, please follow these steps:

1. Contact us: Email info@rgblightingstore.com or call +44 2689 408734
2. Provide information: Include your order number, product name, and reason for return
3. Await authorization: Our customer service team will review your request and provide a Return Authorization Number (RAN) if approved
4. Pack the product: Securely package the product in its original packaging
5. Include documentation: Include your RAN, proof of purchase, and any accessories
6. Ship the product: Follow the shipping instructions provided by our team

2.2 Return Shipping

Customer-Initiated Returns: If you are returning a product for reasons other than defect or our error (e.g., change of mind), you are responsible for return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

Defective Products or Our Error: If you received a defective, damaged, or incorrect product, we will provide a prepaid return shipping label at no cost to you.

2.3 Return Shipping Address

Once your return is authorized, we will provide specific return shipping instructions. Do not send products to the address listed on our website or packaging without authorization.

3. Refund Process

3.1 Inspection and Processing Time

Once we receive your returned product, we will:

• Inspect the product within 2-3 business days to verify it meets return eligibility criteria
• Notify you via email regarding the approval or rejection of your refund
• Process approved refunds within 14 days of receiving the returned product

3.2 Refund Method

Refunds will be issued to the original payment method used for purchase:

• Credit/Debit Cards: Refunds typically appear within 5-10 business days after processing, depending on your card issuer
• PayPal: Refunds typically appear within 3-5 business days
• Other Payment Methods: Refund timing varies depending on the payment processor

If you haven't received your refund within the expected timeframe after we've processed it, please:

1. Check your bank account or card statement again
2. Contact your card issuer or payment provider, as processing times vary
3. Contact us if you still haven't received your refund

3.3 Refund Amount

Your refund will include:

• The full product purchase price
• Original shipping costs (if the return is due to our error or product defect)

Your refund will not include:

• Return shipping costs (for customer-initiated returns)
• Original shipping costs (for customer-initiated returns)
• Any expedited or premium shipping charges you selected at checkout

3.4 Partial Refunds

In certain situations, we may issue partial refunds:

• Products showing signs of use or wear not caused by defect
• Products returned without all original components or accessories
• Products damaged during return shipping due to inadequate packaging
• Products returned significantly late (beyond 30 days) at our discretion

If a partial refund applies, we will contact you before processing to explain the deduction.

4. Exchanges

4.1 Exchange Policy

We currently do not offer direct exchanges. If you wish to exchange a product for a different model or color, please:

1. Return the original product following our standard return process
2. Place a new order for the desired product

This ensures you receive the new product as quickly as possible without waiting for the return to be processed.

4.2 Exception for Defective Products

If your product is defective and you would like an immediate replacement, we can expedite an exchange. Contact our customer service team, and we will:

• Verify the defect through photos or description
• Ship a replacement immediately
• Provide a prepaid label to return the defective item

5. Defective or Damaged Products

5.1 Reporting Defects or Damage

If you receive a defective or damaged product, please contact us within 7 days of delivery. Provide:

• Order number and product name
• Clear photos showing the defect or damage
• Description of the issue

5.2 Resolution Options

For defective or damaged products, we offer:

• Replacement: We'll send a new product at no charge with expedited shipping
• Full Refund: Return the product for a complete refund, including original shipping costs
• Partial Refund: Keep the product and receive a partial refund (for minor cosmetic damage only)

5.3 Manufacturer Defects

All products are covered by our 3-year warranty against manufacturer defects. If a product fails due to a manufacturing defect within the warranty period:

• Contact our customer service team
• Provide proof of purchase and description of the defect
• We will arrange repair, replacement, or refund as appropriate

6. Special Circumstances

6.1 Wrong Product Shipped

If we shipped the wrong product to you:

• Contact us immediately
• We will provide a prepaid return label
• We will ship the correct product via expedited shipping at no charge
• You will receive a full refund or exchange, your choice

6.2 Missing Items or Components

If your order is missing items or your product is missing components:

• Contact us within 7 days of delivery
• We will ship the missing items immediately at no charge
• No need to return the product unless components cannot be sent separately

6.3 Delivery Issues

If your order was marked as delivered but you didn't receive it:

• Check with neighbors or building management
• Verify the delivery address in your order confirmation
• Contact us within 48 hours of the reported delivery
• We will investigate with the courier and issue a replacement or refund if the package cannot be located

7. Cancellations

7.1 Order Cancellation Before Shipping

You may cancel your order before it has been dispatched:

• Contact us as soon as possible via email or phone
• Provide your order number
• If the order hasn't been dispatched, we will cancel it and issue a full refund
• If the order has already been dispatched, you must follow the standard return process upon receipt

7.2 Refund for Cancelled Orders

Refunds for cancelled orders (before dispatch) are typically processed within 3-5 business days.

8. Restocking Fees

We do not charge restocking fees for standard returns that meet our eligibility criteria. However, we reserve the right to charge restocking fees in the following circumstances:

• Large or bulk orders (over £500) returned for reasons other than defect
• Special order or custom products (if applicable)
• Products returned outside the 30-day window at our discretion

If a restocking fee applies, we will notify you before processing your return.

9. International Returns

For customers outside the UK:

• Return policies follow the same 30-day guidelines
• Customers are responsible for return shipping costs and any customs fees
• We recommend insured, trackable shipping methods
• Refunds will be issued in the original currency (GBP)
• Currency exchange rate differences are not our responsibility

10. Warranty Claims

10.1 Warranty Coverage

All RGB Room Lighting products include a 3-year manufacturer's warranty covering:

• Defects in materials or workmanship
• Manufacturing defects under normal use
• LED failures or malfunctions (except due to misuse)

10.2 Warranty Exclusions

The warranty does not cover:

• Damage from improper installation or use
• Normal wear and tear
• Damage from accidents, abuse, or unauthorized modifications
• Damage from exposure to extreme conditions (water, heat, etc.)
• Products purchased from unauthorized resellers

10.3 Filing a Warranty Claim

To file a warranty claim:

1. Contact our customer service team
2. Provide proof of purchase and product details
3. Describe the defect or issue with photos if possible
4. Our team will assess the claim and provide resolution within 5 business days

11. Customer Responsibilities

As a customer, you are responsible for:

• Inspecting products upon delivery and reporting any issues within 7 days
• Following installation and usage instructions provided with products
• Providing accurate delivery and contact information
• Packaging return items securely to prevent damage during transit
• Obtaining and retaining tracking information for returns
• Contacting us promptly with any concerns or issues

12. Refund Timeline Summary

Stage	Timeframe
Return Authorization Request	Within 30 days of delivery
Return Authorization Response	Within 24-48 hours
Product Received and Inspected	2-3 business days after receipt
Refund Processed	Within 14 days of receiving return
Refund Appears in Account	5-10 business days after processing (varies by bank)

13. Contact Information for Returns

14. Your Consumer Rights

This Refund Policy is in addition to your statutory rights under UK consumer protection laws, including the Consumer Rights Act 2015. Nothing in this policy affects your legal rights as a consumer.

Under UK law, you have the right to:

• Reject faulty goods and receive a full refund within 30 days
• Repair or replacement for goods that develop a fault within 6 months
• Some refund after one failed repair or replacement

15. Policy Updates

We reserve the right to update this Refund Policy at any time. Changes will be posted on our website with an updated "Last Updated" date. Significant changes will be communicated via email to registered customers.

Your use of our website after changes to this policy constitutes acceptance of the updated terms.