How does the return process work?

1. Register your return
   Within 14 days of receipt, send an email to [email protected] with your order number and reason for return.
   If the product is defective or damaged upon receipt, please report this within 48 hours and include clear photos of the defect.
2. Return form
   We will send you a return form that you fill out, print, and include with your package.
3. Send the product
   Send the product in its original packaging to the provided return address.
   Unused, undamaged products will be accepted in accordance with the right of withdrawal.
   Defective products will be repaired or replaced after assessment.

Conditions

• The product must be complete, unused (if not defective), and returned in its original packaging.
• Return shipping costs are at your own expense unless the product is demonstrably defective or incorrectly delivered.
• Custom-made products are excluded from return.
• Products returned without prior notice or approval unfortunately cannot be processed.

After we receive your return

• Non-defective products: the purchase amount will be refunded within 5 business days.
• Defective products: we will assess the defect and arrange for repair or replacement.

We only send a replacement product after we have received and assessed the returned item. This allows us to provide careful service and avoid unnecessary waste.

Questions or support
For questions about returns or defect reports, please contact:
[email protected]
Our team is happy to assist you.

Registering a return or defective product

1. Contact us
   Send an email to [email protected] with your order number, product details, and reason for return.
   Report a defective product within 48 hours of delivery and include clear photos of the defect.
2. Approval by Lightinova
   Returns are only accepted after written approval from our customer service.
   After approval, you will receive a return form with further instructions.
3. Send the product
   Return the product in its original, undamaged packaging to the specified address.
   Without prior notice or approval, returns unfortunately cannot be processed.

Assessment and processing

• Standard products (non-defective):
  A restocking fee of 20% of the product value will be charged.
  Return shipping costs are the responsibility of the buyer.
  The remaining amount will be credited or refunded after inspection.
• Defective or incorrectly delivered products:
  Return and shipping costs are covered by Lightinova.
  If possible, the product will be repaired and returned.
  If repair is not possible, a replacement product will be sent free of charge.

We only send a replacement product after the returned item has been received and assessed, to ensure a careful and sustainable process.

Important conditions

• Returns are only valid after written approval by Lightinova.
• Products must be unused, undamaged, and returned in their original packaging.
• Custom-made products and special-order items are excluded from return.
• Lightinova is not liable for additional costs incurred by the buyer, such as (dis)assembly, (de)installation, removal, cleaning, or reinstallation of products.
• We reserve the right to decline return requests if the above conditions are not met.

Questions or support
For questions about returns or defect reports, please contact:
[email protected]
Our team is happy to assist you.

Do you live outside the Netherlands and want to return a product? International returns are also possible at Lightinova, with a few additional points of attention:

Return procedure from abroad:

1. Always register your return in advance via [email protected]. We will send you a return form that you must fill in, print, and include with your parcel.
2. Ensure the product is well-packaged, unused, undamaged, and shipped in its original packaging.
3. The return shipping costs are at the customer’s expense.
   
   

Important for international shipments (outside the EU):

• Clearly state on the shipping documents that it concerns a “return shipment” or “returned goods”.
• Include a copy of the original invoice and indicate that it is a return shipment with no commercial value.

This prevents the parcel from being incorrectly charged import duties or VAT upon re-entry into the Netherlands.

Please note: if the shipment is nevertheless cleared and costs arise, these costs will be charged to you or deducted from the refund amount.

Customer responsibility:

• The sender is responsible for a correct customs declaration.
• If the parcel is refused or incurs additional costs due to incorrect or missing documentation, we unfortunately cannot process the return.

Please note: products returned without prior notice or approval cannot be processed.

If you have any questions or need support, please feel free to contact us at [email protected]. We are happy to assist you.