Change or cancel order
Once you have placed an order, you can no longer change it. You can change your contact details and delivery details by logging in to the customer portal. If you wish to cancel your order, we recommend that you contact our customer service as soon as possible. This can be done by phone +31 (0) 76 369 00 24 or email [email protected]. Our automated order system processes your order as quickly as possible, therefore cancellation is often no longer possible. In that case you can refuse the package upon delivery and it will be returned to us. As soon as the package has arrived with us, you will be refunded the full amount, including shipping costs. Any return costs will be charged.
Not satisfied or changed your mind
If you are not satisfied with your ordered product(s) or you have changed your mind, you can return them within 30 days. As soon as we receive the products, they are checked. When the return conditions are met, the full amount including shipping costs will be refunded. Any return costs will be charged.
Defective or damaged product
Our products are inspected to meet the highest quality standards. If you nevertheless receive a defective, damaged or wrong product, it will of course be replaced free of charge. We ask you to take some photos of the damage and email them to [email protected]. Based on these photos, we can assess your complaint and determine the next steps.
• The products must be delivered to us undamaged (unless already damaged)
• The products must be returned in their original packaging
• The return form must be enclosed with the package
If you are forced to return a product because it appears to be damaged, defective or wrong, all costs will of course be refunded. When you return a product because you are not satisfied or have changed your mind, we will charge a restocking fee of 5%. You pay these costs because we have to process the product again in our system and for additional administrative processing. In addition to these costs, the return costs are also for your own account.
Your refund will be processed as soon as the product has been received by us. In general, the amount will be in the bank account provided by you within 5-7 working days. If after 7 days the amount is not yet in your account, we ask you to contact us by calling +31 (0) 76 369 00 24 or emailing [email protected].
If you want to return products to Lightinova, you must first make a request on our website. To submit an application, follow the following steps:
Step 1: Login to www.lightinova.nl and click on "my orders".
Step 2: Click on "view" behind the placed order.
Step 3: Below the order you will find the link "return items".
Step 4: Enter the number of items you want to return, choose which action you wish to take and add an explanation.
Step 5: Select the reason for your return request (wrong product, defective product, etc.). Then click on "send". Your application has now been submitted.
Step 6: Download the return form here.
Print the document and add it to your package.
Note: A return will not be processed without this document attached.