Our policy covers 30 days from receipt of goods. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. Items that have been installed are not eligible for return. It must also be in the original packaging with instructions and all applicable items/accessories.
Customers are responsible for all return shipping fees. A restocking fee applies to items returned as defective or damaged and found to be in working order, or items returned without original packaging, instructions and or included components. Items returned used will also incur restocking fees. Any return where we provide a return label, must have the item shipped within 10 days of receiving the label. We will not accept returns that go beyond the 10 day window.
Improperly returned items will incur restocking fees that ranges from 10-50%. The restocking fee includes any shipping charges that are non-refundable. We reserve the right to deny refunds based on the condition of the items received.
Any return where we provide a return label must have the item shipped within 10 days of receiving the label. We will not accept returns that go beyond the 10 day window.
Any items damaged during return shipment will be covered by our insurance. We recommend documenting the condition that you shipped the item in and email it to firstname.lastname@example.org after you have submitted your Return Request.
Customer is responsible for noting any damage on product or package when receiving packages, pallets, crates, freight items and small packages in a timely manner of 1 business day. Pictures are required for warranty issues and return.
Totallight.com is not responsible for product damage caused by customer opening or removing items from packaging. Totallight.com has the right to refuse returns for damaged items received.
Freight shipments: All damage is required to be marked on Bill of Lading. Be responsible, inspect the delivery and make sure nothing is missing, pieces damaged, parts dented or scratched. If damage is not noted when signing and receiving, Totallight.com is unable to make a claim with the shipper on your behalf.
To complete your return, we require a receipt or proof of purchase, or your order receipt.Please do not ship your order back to us without notifying us and receiving an RMA.
There are certain situations where only partial refunds are granted (if applicable), including items that require a restocking fee:
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Items returned beyond the required return time restrictions.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Once approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. The speed in which the money transfers back to your account is dependent on your financial institute and is out of our control.
We reserve the right to refuse to refund shipping charges at our discretion and or provide refunds for orders where customer damage or negligence has occurred.
Late or missing refunds (if applicable)
If you haven’t received a refund after our notification, first check your bank account or credit card statement again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
To return your product after you receive an RMA, please attach the label to the shipping box and drop off with the carrier.
Customers are responsible for shipping costs for returning your item if the item is not warranty or damage by the shipping carrier. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping may be deducted from your refund. Remember restocking fees are applicable for items returned that are used, damaged and or missing original parts and packaging . You are responsible for packing your order to prevent damage, always return unit in packaging in which it was originally shipped. We do not accept damaged packages. Our large items often come in custom boxes, this is for the protection of the item. Please double box all return items.
REQUESTING A RETURN
To return an item, please click on the link below:
2. Repackage the item(s) and enclose the original packing slip with the item(s). Item(s) must be returned in their original condition and in their original packaging complete with all tags, instructions, and inserts in order to receive a refund.
3. You will receive an RMA # on approval. Please write the RMA # on a piece of paper along with “Returned Items” and place the paper inside the package. Once the items are received and checked we will issue you a refund minus any applicable shipping and or restocking fees if applicable.