Refund policy

 

 

Refund & Return Policy

 

At Lights Online, we aim to ensure that all customers are satisfied with their purchases. If you are not completely happy with your order, you may request a return or refund under the terms below.

 

 

Returns

 

You may request a return within 30 days of delivery.

Cancelling an online order (7-day cooling-off)

If you bought online, you may cancel your order without giving a reason within 7 days of receiving the goods, as provided for in section 44 of the Electronic Communications and Transactions Act (ECTA). No handling fee applies to returns within this 7-day period – the only charge is the direct cost of returning the goods to us. Goods must be unused and in their original packaging.

To be eligible for a return, items must be:

  • In original packaging
  • In good condition
  • Not installed or used

Items that have been installed will not be accepted for return.

We reserve the right to refuse returns that do not meet these conditions.

Handling Fees

  • A 15% handling fee applies to correctly supplied goods returned after the 7-day cooling-off period (up to 30 days after delivery).
  • A 25% handling fee applies where goods were correctly supplied but returned under dispute conditions (e.g. dissatisfaction not due to fault) after the 7-day cooling-off period.
  • No handling fee applies to faulty, damaged or incorrectly supplied goods.

 

 

Damages, Shortages & Incorrect Items

 

Damages or shortages must be reported within 24 hours of delivery.

All claims must include:

  • Original invoice
  • Original packaging / boxes

Please inspect your order upon receipt and contact us immediately if:

  • The item is defective
  • The item is damaged
  • You received the wrong product

We will assess and resolve the issue as quickly as possible.

 

 

Refunds

 

Once your return is received and inspected, we will notify you of approval or rejection.

Approved refunds are processed within 5–10 business days.

Refunds will be issued to the original payment method.

 

 

Exchanges

 

Exchanges are only available for defective, damaged, or incorrectly supplied items.

Exchange requests must be made within 30 days of delivery.

We reserve the right to refuse exchanges that do not meet these conditions.

 

 

Non-Returnable Items

 

The following items are not eligible for return, refund, or exchange:

  • Specials or buyouts (final sale items)
  • Installed lighting products
  • Consumable items (e.g. light bulbs)
  • Products damaged due to misuse, incorrect installation, or electrical surge

This does not affect your right to cancel an online order within the 7-day cooling-off period (unused goods in original packaging), or your rights under the Consumer Protection Act for goods that are defective or not what you ordered.

 

 

Return Process

 

To initiate a return:

Contact us at quotes@lightsonline.co.za or call 011 568 2275.

If your return is approved, we will provide:

  • Return instructions
  • Return shipping details or label (if applicable)

Faulty, damaged or incorrectly supplied items are collected or returned at our cost. For other returns, the cost of return delivery is for your account.

Items sent back without prior approval will not be accepted.

 

 

Warranty

 

All products are covered by a 1-year warranty against manufacturing defects.

Warranty does not cover:

  • Wear and tear
  • Misuse or abuse
  • Incorrect installation
  • Electrical surges or external damage

All electrical installations must be completed by a qualified professional electrician.

To make a warranty claim:

 

 

Legal Disclaimer

 

Electrical, gas, and plumbing installations must be carried out by a qualified professional in accordance with South African regulations.

Lights Online is not responsible for any damage, loss, or costs resulting from:

  • Incorrect installation
  • Misuse
  • Failure to follow product instructions

We are also not liable for indirect costs such as installation fees, labour, or loss of income due to product failure, incorrect supply, or delivery delays.

 

 

Contact Details

 

If you have any questions about returns or refunds, please contact us:

Lights Online (Pty) Ltd
Company registration: 2021/499837/07
VAT number: 4650307103
27 Talisman Ave
Bedfordview
Germiston
2008

Phone: 011 568 2275
Email: quotes@lightsonline.co.za