Return and Refund Policy

At Creative Light, we want you to feel confident when shopping with us. This Return and Refund Policy explains the conditions under which products may be returned, exchanged, replaced, or refunded.

By placing an order with Creative Light, you agree to the terms described below.

Return Period

You may request a return within 30 days of the date your order is marked as delivered.

To begin a return, contact us at lightingcreative@support.com before sending any product back.

Items returned without prior authorization may not be accepted or refunded.

Return Eligibility

To qualify for a return, the product must:

• Be unused, uninstalled, unassembled, and in its original condition;
• Include all original packaging, manuals, cables, accessories, components, labels, and protective materials;
• Show no signs of wear, damage, modification, misuse, or installation;
• Be safely packaged for return transportation;
• Be accompanied by valid proof of purchase.

Products that have been mounted, wired, permanently installed, cut, drilled, modified, painted, or otherwise altered are not eligible for return unless they arrived defective or damaged.

Non-Returnable Items

The following products are not eligible for return unless required by applicable law:

• Products that have been installed, assembled, wired, or used;
• Items with missing parts, accessories, manuals, or original packaging;
• Products damaged through improper installation, misuse, accidents, neglect, or incorrect electrical connections;
• Custom-made, personalized, or specially ordered products;
• Clearance items, final-sale products, and promotional gifts;
• Gift cards and digital products;
• Items returned without prior authorization;
• Products damaged during return shipping due to insufficient packaging;
• Items returned after the 30-day return period.

Damaged, Defective, or Incorrect Products

Please inspect your order as soon as it arrives.

If your product arrives damaged, defective, incomplete, or different from what you ordered, contact lightingcreative@support.com within 48 hours of delivery.

Your message should include:

• Your order number;
• A description of the problem;
• Clear photos or videos of the product;
• Photos of the exterior and interior packaging;
• Photos of the shipping label;
• Photos showing any damage, defect, or incorrect item.

Please keep the product and all packaging materials while your claim is being reviewed.

Once the claim has been verified, Creative Light may provide a replacement, replacement component, store credit, or refund, depending on the circumstances and product availability.

Do not discard, install, repair, or modify a damaged or defective product before receiving instructions from our support team.

Installation and Electrical Products

Some Creative Light products may require assembly, mounting, electrical installation, or professional assistance.

Customers are responsible for reviewing the product specifications and confirming compatibility before ordering and installation.

Electrical products should be installed by a qualified professional when appropriate. Creative Light is not responsible for damage caused by:

• Incorrect installation;
• Improper wiring;
• Incompatible voltage;
• Unauthorized repairs or modifications;
• Failure to follow the product instructions;
• Use of incompatible accessories or power supplies;
• Normal wear and tear.

Installation costs, electrician fees, contractor fees, removal costs, and related expenses are not refundable.

Return Authorization

All returns require approval from our customer support team.

To request a return, email lightingcreative@support.com with your order number and reason for the return.

If your return is approved, we will provide the necessary return instructions.

The return must be shipped only to the address provided by our support team. Do not send returns to an address found on the shipping package, as it may belong to a fulfillment facility that cannot process customer returns.

Return Shipping Costs

Customers are responsible for return shipping costs when returning an item because of:

• A change of mind;
• An incorrect product selection;
• A compatibility issue;
• An incorrect size, color, style, or quantity selected during checkout;
• A duplicate order placed by the customer.

Creative Light will cover reasonable return or replacement shipping costs when we confirm that the product arrived damaged, defective, or incorrect.

Original shipping charges, priority processing fees, shipping protection fees, handling fees, installation costs, and customs charges are non-refundable unless required by applicable law.

We recommend using a trackable and insured shipping service. Creative Light is not responsible for returns that are lost, delayed, damaged, or delivered to an incorrect address during return transportation.

Return Inspection

All returned products are inspected before a refund is approved.

A returned product may be rejected or subject to a deduction if it:

• Has been installed, used, assembled, or modified;
• Is damaged or incomplete;
• Is missing original packaging or accessories;
• Shows signs of wear, misuse, or improper handling;
• Does not match the product originally shipped;
• Was returned without authorization;
• Was returned outside the approved return period.

Receiving a returned package does not automatically guarantee approval of a refund.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method used at checkout.

After a refund has been processed, it may take 5 to 10 business days to appear on your account, depending on your bank, card issuer, or payment provider.

Creative Light does not control processing times imposed by financial institutions.

Partial Refunds

A partial refund may be issued when an approved returned item:

• Has damaged or missing packaging;
• Is missing accessories, manuals, cables, or components;
• Requires cleaning, repackaging, or restoration;
• Has decreased in value due to customer handling.

The amount deducted will depend on the condition of the returned product.

Exchanges

We do not guarantee direct exchanges.

When an exchange is approved, it will depend on product availability. If the requested product is unavailable, we may offer a replacement of similar value, store credit, or a refund.

Customers may be responsible for price differences and additional shipping costs when exchanging a product for a different model, size, color, or style.

Order Cancellations

Cancellation requests should be submitted as soon as possible to lightingcreative@support.com.

We cannot guarantee cancellation once an order has entered processing, fulfillment, or shipment.

If the order has already been shipped, the customer must wait for delivery and follow the return procedure described in this policy.

Incorrect or Incomplete Address

Customers are responsible for providing a complete and accurate shipping address during checkout.

Creative Light is not responsible for delays, failed deliveries, returned packages, or lost orders caused by:

• An incorrect or incomplete address;
• A missing apartment, suite, building, or unit number;
• An incorrect postal code;
• Failure to collect the package;
• Refusal of delivery;
• An unavailable recipient;
• Incorrect information provided by the customer.

If a package is returned because of an address error or failed delivery, the customer may be responsible for additional shipping costs. Original shipping charges are non-refundable.

Lost or Stolen Packages

If tracking information shows that a package was delivered, the order will be considered delivered.

Creative Light is not responsible for packages that are lost, stolen, misplaced, or removed after confirmed delivery.

Customers should contact the shipping carrier and check with household members, neighbors, building staff, reception areas, and local delivery points.

We will provide reasonable assistance with carrier investigations when available.

Refused Deliveries and Unclaimed Packages

Orders that are refused, abandoned, or not collected may be returned to the sender.

Any refund approved for a returned package may have shipping, handling, customs, storage, or carrier return fees deducted from the total.

Chargebacks and Payment Disputes

Please contact lightingcreative@support.com before opening a chargeback or payment dispute.

We will make reasonable efforts to investigate and resolve legitimate concerns.

When a payment dispute is opened, Creative Light may provide the payment processor with order information, tracking records, delivery confirmation, customer communications, and evidence that the customer accepted our store policies.

Policy Abuse

Creative Light reserves the right to refuse returns, refunds, replacements, or future orders in cases involving suspected fraud, false claims, repeated policy abuse, excessive return activity, altered evidence, or misuse of the chargeback process.

Nothing in this policy limits any mandatory consumer rights provided by applicable law.

Contact Us

For return, refund, cancellation, replacement, or order-related questions, contact:

lightingcreative@support.com

Please include your order number and a clear explanation of your request.