Refund policy
1. Return Period and Conditions
1.1 Return Period
Customers have the right to submit a return request within a period of fourteen (14) days after receiving their order. Return requests outside this period will not be accepted. The customer then has fourteen (14) days to return the product.
1.2 Return Conditions
To be eligible for return shipment, the product must:
- Be in original condition. If the product is damaged or the packaging is more damaged than necessary to try out the product, we may charge you for this depreciation of the product. Handle the product with care and ensure it is well packaged upon return.
- If possible, include the original labels and packaging.
- Be accompanied by proof of purchase.
Return shipments that do not meet these conditions will not be processed. If the product is damaged or the packaging is more damaged than necessary to try out the product, we may charge you for this depreciation of the product. Handle the product with care and ensure it is well packaged upon return.
2. Costs and Procedure
2.1 Return Costs
For return shipments due to defects, damage, or non-conformance with advertised products, there are no costs. For return shipments outside the 14-day return period, all costs are the customer's responsibility. The cost of shipping to our warehouse in Asia ranges between €6.95 and €24.95, depending on the shipping location and package size. Customers are advised to consider these costs in advance and contact us for further instructions if necessary.
2.2 Return Request and Approval
Return shipments can only be requested via info@lights-studio.com.
After approval, the customer receives the return address and detailed shipping instructions.
Important: Return shipments without prior approval will not be accepted.
2.3 Processing Time
The refund will be completed within fourteen (14) days of the return request. Once the return shipment is received and processed at our warehouse, the customer will be notified within three (3) business days.
Note: For return shipments outside the Netherlands, processing time may be longer due to transport and customs handling.
3. Damaged or Incorrect Orders
3.1 Reporting Damage or Defects
Upon receipt of the order, the customer must immediately inspect the product. If the item is damaged, defective, or delivered incorrectly, the customer must contact us immediately via info@lights-studio.com, stating:
- The order number.
- Photographic evidence of the damage or discrepancy.
The report will be evaluated individually and appropriate measures will be taken.
4. Exchanges
4.1 Exchange Conditions
Customers can request an exchange within fourteen (14) days after receiving their order.
4.2 Costs and Shipping
- The replacement item will be shipped free of charge.
- Return costs for the original item are the customer's responsibility.
- The new item will be shipped to the originally specified delivery address.
Important: No restocking fees will be charged.
5. Refunds
5.1 Refund Procedure
After receipt and inspection of the return shipment, the customer is notified of the approval of the return shipment. The refund will be completed within fourteen (14) days of the return request.
5.2 Payout Period
If approved, the refund amount will be processed within seven (7) business days via the original payment method.
Note: Depending on the processing time of banks and credit card companies, the actual credit may take longer. If the refund has not been received within fourteen (14) business days, the customer must contact us via info@lights-studio.com.
6. Contact Information
For all questions regarding return shipments, exchanges, or refunds, the customer can contact us via info@lights-studio.com.
7. Return Address
The return address of the warehouse:
Address: South 2nd Floor, No. 318 Shenzhou Road, Houzhai Street
City: Yiwu
Postal Code: 322000
Province: Zhejiang Province
Country: China
Phone Number: 17757923996
8. Return Form
Downloading and completing the form is not mandatory. Customers can also request a return via email. However, for smooth processing, it is recommended. Download the return form here: