Refund policy

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If you have received goods that are damaged, have failed, or are otherwise unsatisfactory, please contact us to make a warranty claim. Our team is here to assist you and ensure your rights under the Australian Consumer Law are upheld.

To start a warranty claim, you can contact us at shop@refraction.lighting. We can arrange a replacement, repair, or refund as appropriate.

 

No Worries 30-day Return Policy

In case you change your mind, we have a 'no worries' 30-day return policy, which means you have 30 days after receiving your item to request a return for any reason!

If you believe your item is faulty, please contact us to make a warranty claim, see “5-Year Refraction Lighting Warranty” below.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.

Items that have been personalised or custom-made, including custom engraving, are excluded from change-of-mind returns, see “Personalised Engravings” below.

To start a return, you can contact us at shop@refraction.lighting.

We’ll send you a return shipping label, as well as instructions on how and where to send your package.

 

5-Year Refraction Lighting Warranty

We believe in offering high-quality products you can depend on. We stand behind our lighting fixtures and accessories with a 5-Year Warranty. This warranty is provided in addition to any rights and remedies you may have under the Australian Consumer Law.

Read more here: https://refraction.lighting/pages/5-year-refraction-lighting-warranty

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once returned, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 5 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 10 business days have passed since we’ve approved your return, please contact us at shop@refraction.lighting.

 

Personalised Engravings

Products that have been personalised or custom-made, including custom engraving, are not eligible for returns or refunds under our No Worries 30-day Return Policy (change-of-mind returns).

This is because personalised products are made to your specifications and can’t be re-sold.

If there’s an issue with a personalised/engraved item (including faults or damage), you’re covered by our 5-Year Refraction Lighting Warranty. We back our products because we stand behind what we sell, and we’ll arrange a repair, replacement, or refund as appropriate.