SHIPPING & RETURN POLICY
1. GENERAL TERMS
LW Lightings reserves the right to amend, modify, or update these Terms & Policy from time to time when necessary. Any updated version will be published on LWLightings.com and will take effect immediately upon publication.
If you do not agree to or accept these Terms & Policy, you will be deemed to have waived your right to use the services provided by LW Lightings. By using the services provided by LW Lightings, all buyers are deemed to have accepted and agreed to these Terms & Policy.
For after-sales issues, buyers must submit a Return & Refund request within fifteen (15) days of the delivery date. If a Return & Refund request is submitted more than fifteen (15) days after delivery, LW Lightings reserves the right to decline to provide after-sales services.
Before an order has been shipped, the buyer may request cancellation by contacting LW Lightings through the [Contact Us] page.
If LW Lightings is unable to fulfill an order within the stated order-processing period, including due to insufficient stock or other applicable circumstances, LW Lightings reserves the right to cancel and refund the order.
If a buyer receives goods that are damaged or broken and submits compelling evidence supporting a refund request, and the goods are required to be returned, LW Lightings shall provide the buyer with a prepaid return shipping label within three (3) business days. LW Lightings shall process the refund once the returned package is shown as “In Transit” on the applicable logistics carrier's website using the tracking information associated with the prepaid return label.
LW Lightings does not generally accept after-sales requests for non-defective remorse returns. LW Lightings reserves the right, in its sole discretion, to accept or reject such requests in accordance with this Policy.
If LW Lightings accepts a non-defective remorse return and requires a Restocking & Repacking Fee, the total amount deducted for such fee shall not exceed thirty-five percent (35%) of the total order price.
LW Lightings is not required to provide a warranty, including any obligation concerning whether a warranty is offered or how warranty claims are handled.
Where a refund or redelivery is required under this Policy or otherwise agreed between LW Lightings and the buyer, LW Lightings shall process the refund within three (3) business days or begin redelivery within five (5) business days, as applicable.
Once a buyer submits an after-sales request, the buyer must provide the evidence required under this Policy. If the buyer fails to provide compelling evidence within the applicable after-sales period, LW Lightings reserves the right to reject the Return & Refund request.
Whether submitted evidence is sufficiently compelling shall ultimately be determined by LW Lightings based on the circumstances of the individual case.
2. REFUND REQUEST TIMING
The buyer may request a full refund for an order that has not been shipped within the stated processing time, subject to the estimated processing time displayed on the applicable order page.
2.1 Unshipped Orders
If a Return & Refund request is submitted after the stated processing time, LW Lightings will not provide a refund under this provision.
If a Return & Refund request is submitted within the stated processing time, LW Lightings shall have three (3) business days from the date the request is submitted to process the request by accepting or rejecting it.
If LW Lightings fails to accept or reject the refund request within three (3) business days, LW Lightings shall refund the order.
Please Note: Even if an order remains within its stated processing time, any refund request submitted under this provision must be processed within the applicable period stated above.
2.2 Shipped Orders
If a Return & Refund request is submitted after the order has shipped, LW Lightings shall have ten (10) business days from the date the request is submitted to process the request by accepting or rejecting it.
If LW Lightings fails to accept or reject the refund request within ten (10) business days, LW Lightings shall refund the order.
3. GOODS RETURNED WHILE IN TRANSIT
If a package is returned to LW Lightings while in transit for any reason and the buyer submits a refund request, LW Lightings shall process the refund within three (3) business days of the refund request.
Under the same circumstances, if the buyer requests redelivery instead of a refund, LW Lightings shall begin the redelivery process within five (5) business days of the request date.
4. GOODS DESTROYED IN TRANSIT
If a package or goods are destroyed during transit, the buyer must provide proof from the applicable logistics carrier's website demonstrating that the order was destroyed. Such proof may include, but is not limited to, a screenshot of the relevant tracking information.
Upon receipt of a valid request, LW Lightings shall process either:
The following evidence and procedures apply:
a. Photos or Videos of the Damaged Goods
The buyer must provide photographs or videos clearly showing the damage. If photographs do not adequately demonstrate that the products are damaged, the buyer should provide a video demonstrating the damage.
b. Complaint or Dispute Evidence
The buyer must provide a screenshot or other evidence of the complaint or dispute submitted to LW Lightings or another applicable payment gateway or service provider. The evidence should include the buyer's name, the date, and the relevant complaint or dispute content.
c. Return of Products
If the LW Lightings Dispute Team determines that the products must be returned, the buyer must return the products in accordance with the instructions provided by the Dispute Team.
Except where otherwise specifically provided in this Policy, LW Lightings may provide a refund, resend the goods, or accept the return in accordance with the following provisions.
5. DELAYED ORDERS
An order may be considered delayed where tracking information is unavailable, the shipment remains in transit or pending, or the shipment has exceeded the applicable maximum period following departure from the LW Lightings warehouse.
Unless otherwise specified, the applicable period is sixty (60) days after the order departed from the LW Lightings warehouse.
Different periods may apply depending on the destination country or shipping method.
a. United States
For orders shipped to the United States, the applicable period is forty-five (45) days after the order departed from the LW Lightings warehouse.
b. Brazil
For orders shipped to Brazil, the applicable period is one hundred ten (110) days after the order departed from the LW Lightings warehouse due to the strict customs-clearance requirements applicable in Brazil.
c. LW Lightings Packet Liquid Line
For shipments using the LW Lightings Packet Liquid Line to any country, LW Lightings will address delayed-order disputes after one hundred (100) days from the date the order departed from the LW Lightings warehouse.
d. Special Shipping Methods
LW Lightings may be unable to process disputes involving certain special shipping methods. Buyers should review the applicable shipping-method restrictions before selecting a shipping method.
Notes Regarding Pending Shipments
In some cases, an order may have arrived at the buyer's nearest post office but remain in a pending status due to an insufficient address, an unclaimed package, an invalid address number, or similar circumstances.
In such cases, buyers are encouraged to contact their local post office or visit the post office to arrange collection or delivery.
For shipments to Israel, packages may normally be delivered to self-pickup cabinets due to local conditions, including considerations relating to telephone numbers and religious practices. Such circumstances may result in packages remaining pending for an extended period. Buyers are encouraged to contact or visit the local post office to arrange collection.
In certain circumstances, a local tracking number may require a signature for delivery while the buyer claims that the package was not received. LW Lightings will make reasonable efforts to verify the circumstances. Such verification may take one (1) to two (2) months, and a favorable outcome is not guaranteed.
6. ORDERS NOT RECEIVED
LW Lightings will not provide a refund or resend an order if the applicable tracking information shows that the order has been delivered.
If a buyer claims that a package was not received, the buyer may be required to provide a non-delivery certification issued by the applicable local post office and bearing an official seal.
Tracking information may also display an alert for various reasons, including but not limited to:
Notes
The local distributor may attempt delivery one (1) to three (3) times depending on the circumstances. If the package remains unclaimed during the applicable delivery period, it may be transferred to the local post office for storage for approximately three (3) to seven (7) days.
During this period, the buyer may be required to collect the package personally. If the package is not collected, it may be returned to the sender or the applicable logistics company.
During the return process, LW Lightings shall not be responsible for products that are lost.
If the applicable logistics company provides return service to the United States, LW Lightings may place the returned products into the buyer's private inventory and will not issue a refund when the returned products are received.
LW Lightings may not provide a refund or resend an order if the buyer fails to properly process an undelivered package or a package destroyed by the logistics company.
7. DAMAGED PRODUCTS
LW Lightings may provide a full refund or replacement when a package arrives substantially damaged.
LW Lightings may provide a partial refund or replacement when a package is partially damaged, except for minor issues such as threads, wrinkles, small scratches, or similar conditions that do not materially affect the product.
Notes
For fragile products, a refund is highly recommended.
LW Lightings does not provide refunds or other after-sales services solely for damaged outer packaging or shipping boxes resulting from long-distance international transportation.
For ordinary electronic products, the buyer must submit a complaint or open a dispute within thirty (30) days after delivery.
For service products, LW Lightings will refund the product cost based on the applicable price in the United States market. Otherwise, LW Lightings will not be responsible for such products.
8. INCORRECT OR MISSING PRODUCTS
LW Lightings maintains a quality-control process before products are dispatched.
LW Lightings will address incorrect or missing products as follows:
a. Incorrect Products
For incorrect products, LW Lightings may provide a full refund or replacement.
b. Incorrect Color or Size
For products delivered with an incorrect color or size that does not affect product functionality, LW Lightings may provide a refund or resend the product if the buyer provides a screenshot of the relevant complaint showing the buyer's name, complaint content, and date.
c. Missing Parts
For missing parts that do not affect product functionality, LW Lightings may provide a partial refund or resend the missing part.
For missing parts that affect product functionality, LW Lightings will resend the product.
d. Missing Accessories
For missing accessories, LW Lightings will resend the applicable accessories.
Size-Related Issues
For size-related issues, buyers should measure the product according to the applicable measurement method and provide a photograph clearly showing the measurement. This information will assist the LW Lightings Dispute Team in verifying the issue and processing the dispute as efficiently as possible.
9. WRONG RECEIPT INFORMATION
If a buyer provides incorrect receipt or delivery information when placing an order, the buyer should contact LW Lightings through the [Contact Us] page to request that the information be corrected.
Please note that correction of receipt information or cancellation of an order is not guaranteed.
If the order has already been shipped, the buyer is responsible for contacting the applicable logistics company to provide the correct information.
If goods have been delivered to the wrong recipient, the buyer may attempt to recover the goods and return them to LW Lightings at the buyer's own expense.
If the goods are returned in good condition, LW Lightings shall process the refund within three (3) business days after receiving the returned goods and the buyer's refund request, or begin redelivery within five (5) business days after receiving the returned goods.
The buyer shall additionally be responsible for any applicable redelivery fee.
If the order cannot be corrected or the goods cannot be returned, the buyer shall bear the resulting losses.
10. DEFECTIVE PRODUCTS
This section applies to package breakage, products that are significantly not as described, missing or incorrect goods, and other quality-related problems.
If a buyer identifies a problem upon receipt, including a damaged package, a product that is significantly not as described, missing or incorrect goods, or another quality issue, the buyer should submit a Refund or Redelivery request together with valid evidence, such as photographs or videos that clearly demonstrate the problem.
After a request is submitted through the LW Lightings website, LW Lightings shall review the submitted evidence and respond within three (3) business days.
If the submitted evidence does not clearly demonstrate the claimed problem or damage, the evidence may be deemed invalid, and LW Lightings reserves the right to reject the buyer's refund request.
If the buyer provides evidence that clearly demonstrates a product issue, LW Lightings shall complete its review of the evidence within three (3) business days.
If the evidence is approved and the goods must be returned for a refund, LW Lightings shall provide the buyer with a prepaid return shipping label within three (3) business days after approval of the evidence.
Once the returned goods are shown as “In Transit” on the applicable logistics carrier's website based on the tracking number provided by the buyer, LW Lightings shall process the refund within three (3) business days.
If the goods do not need to be returned, LW Lightings shall process the refund within three (3) business days of the refund request.
If the evidence is determined to be valid and the buyer requests redelivery, LW Lightings shall redeliver the affected products within five (5) business days after approval of the evidence.
However, if the requested replacement products are out of stock, LW Lightings reserves the right to issue a refund for the affected order. Alternatively, the buyer may place a new order for the applicable products once they are restocked.
11. INCORRECT OR MISSING PRODUCTS
LW Lightings maintains a strict quality-control process before products are dispatched.
For incorrect or missing products:
a. Incorrect Products
LW Lightings may provide a full refund or replacement.
b. Incorrect Color or Size
For products with an incorrect color or size that does not affect product functionality, LW Lightings may provide a refund or resend the product if the buyer provides a screenshot of the complaint showing the buyer's name, complaint content, and date.
c. Missing Parts
For missing parts that do not affect product functionality, LW Lightings may provide a partial refund or resend the missing part.
For missing parts that affect product functionality, LW Lightings will resend the product.
d. Missing Accessories
For missing accessories, LW Lightings will resend the applicable accessories.
Size-Related Issues
For size-related issues, buyers should measure the product according to the applicable measurement method and provide a photograph showing the measurement. This will assist the LW Lightings Dispute Team in verifying the issue and processing the dispute as quickly and efficiently as possible.
12. SERVICE PRODUCTS
Service products are subject to the following provisions:
a. Damage or Shipping Delays
LW Lightings may not refund the product cost for disputes arising from product damage or shipping delays.
b. Quality Issues
LW Lightings may not accept disputes concerning product quality where the applicable supplier is not LW Lightings.
c. Products Without LW Lightings Quality Inspection
LW Lightings may not accept disputes concerning service products that were not subject to LW Lightings' quality-control inspection.
13. LOGISTICS ISSUES
13.1 Invalid Tracking Information
If LW Lightings verifies that the tracking number provided for an order is incorrect and LW Lightings fails to provide a correct tracking number within four (4) business days, LW Lightings shall refund the order.
13.2 Untimely Tracking Information Updates
If tracking information has not been updated for more than seven (7) business days after the shipping label was created and the tracking information is displayed on the applicable logistics website, and the buyer requests a refund, LW Lightings shall process the refund within three (3) business days after the buyer's request.
Exception
This provision does not apply during special periods or circumstances, including holidays, COVID-19-related disruptions, abnormal weather, or other abnormal situations.
13.3 Excessively Long Shipping Period
If the transit time exceeds the estimated delivery time by ten (10) days or more and LW Lightings fails to provide valid updated tracking information, the buyer may request a refund.
LW Lightings shall process the refund within three (3) business days after the buyer submits the refund request.
Exception
This provision does not apply during special periods or circumstances, including holidays, COVID-19-related disruptions, abnormal weather, or other abnormal situations.
13.4 Shipping Method Restrictions
Certain shipping methods may not provide traceable tracking information after orders arrive in certain countries, states, or cities.
LW Lightings will identify applicable restricted shipping methods in advance and may not accept disputes for orders shipped using such methods to certain destinations.
Examples of applicable shipping methods include:
Note
Certain remote addresses may incur additional shipping charges depending on the selected shipping method.
14. FORCE MAJEURE
LW Lightings shall not be responsible for product damage or shipping delays caused by events beyond its reasonable control, including, but not limited to:
Where applicable, LW Lightings will notify the buyer by email at lwlightings07@gmail.com.
15. DESTINATION LIMITATIONS
Due to limitations relating to international transportation, LW Lightings may not accept disputes for orders shipped to certain countries or territories.
The applicable destinations include:
Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican City, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados, Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Republic of the Congo, Côte d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cabo Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia, Fiji, Falkland Islands, Micronesia, Faroe Islands, Grenada, Georgia, French Guiana, Ghana, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea-Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kiribati, Comoros, Saint Kitts and Nevis, North Korea, Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Madagascar, Marshall Islands, North Macedonia, Mali, Myanmar, Northern Mariana Islands, Martinique, Mauritania, Maldives, Malawi, Mozambique, Namibia, New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Solomon Islands, Seychelles, Sudan, Saint Helena, Sierra Leone, Senegal, Somalia, Suriname, South Sudan, São Tomé and Príncipe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor-Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, U.S. Virgin Islands, Vanuatu, Samoa, Bernel, Curaçao, Sint Eustatius, Saint Martin, Nevis, Saint Bafulimi, Yemen, Mayotte, Zambia, and Zimbabwe.
16. OTHER SPECIAL CIRCUMSTANCES
During holidays, COVID-19-related disruptions, abnormal weather, or other abnormal circumstances, buyers should contact LW Lightings by email at lwlightings07@gmail.com.
LW Lightings will make reasonable efforts to assist buyers in such circumstances as promptly as possible.
After notifying LW Lightings, buyers should expect a decision regarding such issues within no more than two (2) weeks.
LW Lightings shall not be responsible for product damage or shipping delays caused by force majeure events, including, but not limited to, epidemics, international circumstances, strikes, war, earthquakes, floods, viruses, storms, heavy snow, customs inspections, or other comparable events.
Where applicable, LW Lightings will notify buyers by email at lwlightings07@gmail.com.
17. RETURNS
Products may be returned only to LW Lightings' designated U.S. warehouses.
LW Lightings does not recommend returning products to its warehouses because international return shipping may be expensive and may take at least three (3) months to reach the LW Lightings U.S. warehouse. Returned products may also be lost or damaged during transportation.
If a buyer wishes to return products, the buyer must first contact LW Lightings by email. A representative will respond within one (1) to five (5) business days.
After receiving return instructions and communicating with LW Lightings, the buyer must return the products within ten (10) days of receipt of the products, unless otherwise agreed by LW Lightings.
18. ORDER CANCELLATION
LW Lightings offers a full refund for order cancellations requested before the products have been processed by the warehouse, subject to the exceptions below.
a. Print-on-Demand (POD) Orders
Once payment has been made, Print-on-Demand (POD) orders cannot be canceled because the products are customized specifically for the buyer.
b. Pre-Order Inventory Orders
Once payment has been made, pre-order inventory orders cannot be canceled because the products are special-order items reserved exclusively for the buyer.
c. Video and Photo Orders
Once payment has been made, video and photo orders cannot be canceled because LW Lightings begins planning and preparing the requested content specifically for the buyer.
19. DEADLINE FOR OPENING A DISPUTE
A dispute cannot be opened after the order status has been closed.
A dispute may also be unable to be resolved when tracking information provided by a third party is untraceable.
20. UNACCEPTABLE DISPUTES
LW Lightings reserves the right not to accept unreasonable disputes, including but not limited to disputes based on the following circumstances:
a. The buyer simply does not like the product.
b. The buyer claims that the product description is inaccurate without sufficient evidence supporting the claim.
c. The product has an unusual smell.
d. The buyer ordered the wrong product or SKU.
e. The buyer provided an incorrect shipping address.
f. The difference in the product was agreed upon or negotiated with the buyer in advance.
g. Tracking information was deleted by the applicable logistics company or local post office.
h. A package was returned, discarded, detained, or otherwise affected because the consignee failed to comply with applicable customs-clearance requirements or foreign-trade policies of the destination country.
21. ATTENTION
If a buyer is dissatisfied with the resolution of an after-sales issue, the buyer should contact LW Lightings and open a dispute with LW Lightings so that the matter can be reviewed and addressed in accordance with this Policy.
LW Lightings will review the dispute and provide a resolution based on the applicable circumstances and provisions of these Terms & Policy.
