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Refund Policy

At The Lighting Practice, we are committed to providing high-quality lighting solutions. This Refund & Returns Policy outlines how we handle returns, replacements, and refunds to ensure fairness and transparency for our customers.

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1. Faulty or Defective Products

  • If a product is faulty due to a manufacturing defect or damage sustained prior to delivery, we will provide a replacement or refund in line with your rights under the New Zealand Consumer Guarantees Act 1993 (CGA).

  • Faulty items will be replaced at no cost to you for the replacement item itself.

  • Customers are responsible for the cost of shipping the faulty item back to us. Once received and verified as faulty, we will ship the replacement back to you free of charge.

  • If a product fault is considered a major failure under the CGA, you may choose between a replacement, repair, or full refund.

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2. Change of Mind Returns

  • Please choose carefully. We do not offer refunds or exchanges if you simply change your mind or order the wrong item.

  • In some cases, at our discretion, we may accept a return with a restocking fee of up to 20% of the product price, provided the item is:

    • Unused,

    • In its original packaging, and

    • Returned within 14 days of purchase.

  • Any shipping costs for change-of-mind returns are the responsibility of the customer.

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3. Return Process

To lodge a return or refund request:

  1. Contact us at [insert company email/phone] with your order number and a description of the issue.

  2. Provide photos of the fault where applicable.

  3. Our team will provide a Return Authorisation (RA) number and return instructions.

  4. Ship the item back to the address provided. Please ensure it is securely packaged to avoid damage in transit.

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4. Inspection & Assessment

  • All returned products will be inspected and tested.

  • If the issue is confirmed to be a manufacturing fault, we will process a replacement or refund.

  • If the product is found not to be faulty (e.g., damaged due to incorrect installation, misuse, or normal wear and tear), we may return the product to you at your cost.

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5. Exclusions

Refunds, replacements, or returns will not be provided where:

  • Damage occurs due to incorrect installation, improper use, negligence, or failure to follow instructions.

  • The product has been modified or tampered with.

  • The fault is caused by normal wear and tear.

  • The claim is made outside the warranty period.

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6. Warranties

  • All products are supplied with a manufacturer’s warranty (specific warranty periods vary by product).

  • Warranty claims must be made within the stated warranty period and require proof of purchase.

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7. Shipping Responsibilities

  • Customer responsibility: Shipping the faulty item back to us.

  • The Lighting Practice responsibility: Shipping the replacement back to you free of charge, once the item is confirmed faulty.

  • For change-of-mind returns, the customer is responsible for all shipping costs (to and from our warehouse).

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8. Timelines

  • Returns must be lodged within:

    • 14 days for change-of-mind requests (if accepted at our discretion).

    • Reasonable time for faulty goods, as per the CGA.

  • Refunds will be processed within 10 business days once the return has been approved.

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9. Your Rights Under NZ Law

Nothing in this policy affects your rights under the Consumer Guarantees Act 1993. You are entitled to a replacement, repair, or refund if goods are faulty or not fit for purpose.

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