Refund policy
Returns and Refunds
Change-of-Mind Returns
Off-the-Shelf Products
We may accept a return or exchange of an off-the-shelf product where:
- you contact us within 14 days of delivery;
- the product has not been installed, assembled, modified or used;
- the product is returned in its original condition and packaging; and
- proof of purchase is provided.
Return freight costs for an approved change-of-mind return are the customer’s responsibility.
Original delivery charges are not refundable. We reserve the right to decline a change-of-mind return where the product or packaging is damaged, incomplete or unsuitable for resale.
Custom-Made and Made-to-Order Products
Products made or altered to your specifications cannot be returned or exchanged for change of mind.
This includes products customised by size, finish, colour, mounting method, suspension length, electrical configuration or any other selected option.
Please check all product details and selections carefully before placing your order.
Faulty, Damaged or Incorrect Products
Please inspect your order as soon as reasonably possible after delivery.
Visible delivery damage, missing items or incorrect products should be reported to us within 14 days of delivery. Please provide your order number, photographs of the product and packaging, and a description of the issue.
The 14-day notification period does not limit any rights or remedies you may have under the Australian Consumer Law for faults or defects identified later.
Please do not install a product that appears damaged, faulty or incorrect without first contacting us.
Remedies
Where a product does not meet a consumer guarantee under the Australian Consumer Law, you may be entitled to a repair, replacement, refund or other remedy, depending on the nature of the problem.
Where the problem is minor, we may choose to repair the product within a reasonable time.
Where the problem is major, you may be entitled to reject the product and choose a refund or replacement, or retain the product and seek compensation for any reduction in value.
Returns Process
Before returning any product, please contact us at:
We will provide return instructions and confirm the address to which the product must be sent.
Products returned without prior authorisation may not be accepted.
Return Freight
For approved change-of-mind returns, return freight is the customer’s responsibility.
Where a product is confirmed to be faulty, damaged, incorrectly supplied or otherwise covered by the Australian Consumer Law, we will meet our obligations regarding reasonable return or collection costs.
If an inspection shows that the product is not faulty or that the issue resulted from incorrect installation, misuse or another excluded cause, the customer may be responsible for inspection, collection, redelivery or other reasonable costs.
Warranty
Unless otherwise stated, our products include a three-year warranty against manufacturing defects from the date of purchase.
A five-year commercial project warranty may be available for an additional fee where agreed in writing before purchase.
Our warranty does not cover damage or failure caused by:
- incorrect installation or wiring;
- installation by an unqualified person;
- misuse, neglect or accidental damage;
- unauthorised modification or repair;
- normal wear and tear;
- incompatible dimmers, controls or electrical systems;
- abnormal voltage, power surges or environmental conditions; or
- exposure to moisture, corrosion, heat or other conditions outside the product’s stated rating.
Warranty claims may require photographs, testing information, proof of purchase and an electrician’s report.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.
One decision before you use it
I have assumed you are prepared to offer a 14-day discretionary change-of-mind return for off-the-shelf products. That matches the 14 days you entered into Meta reasonably well.
However, Meta may display “14-day returns” without clearly explaining that it only applies to off-the-shelf products. Your written policy needs to remain prominent and clearly state that custom-made and made-to-order products are excluded from change-of-mind returns.
I would also rename the headings from “Pendants” to “Products”, because The Light Studio may sell items other than pendants now or later.
You can exclude the fabric shade and its appearance from your voluntary three-year warranty, but you cannot say fabric pendants have “no warranty” at all. Australian Consumer Law guarantees still apply automatically, including that goods are reasonably durable, free from defects and acceptable in appearance when supplied. Those rights cannot be excluded by your policy.
The clearest approach is:
- Three-year voluntary warranty for the electrical and structural components.
- No three-year voluntary warranty for normal deterioration of the fabric shade.
- ACL rights still apply to genuine manufacturing defects in the fabric.
Replace the opening part of the Warranty section with this:
Warranty
Unless otherwise stated, our lighting products include a three-year warranty against manufacturing defects from the date of purchase.
For fabric pendant lights, the three-year warranty applies to the electrical and structural components only. This includes components such as the lampholder, suspension, ceiling canopy and frame, where applicable.
The fabric shade and fabric finish are not covered by our three-year voluntary warranty. Fabric is a soft furnishing and may change in appearance over time depending on handling, cleaning, dust, sunlight, humidity and the surrounding environment.
This exclusion includes normal fading, discolouration, staining, creasing, fraying, dust build-up, marks, loss of shape and general deterioration caused by use, handling, cleaning or environmental exposure.
This does not exclude faults caused by defective materials or workmanship, or any rights and remedies available under the Australian Consumer Law.
Then retain the broader exclusions:
Our warranty does not cover damage or failure caused by incorrect installation, misuse, neglect, accidental damage, unauthorised modification, normal wear and tear, incompatible electrical equipment, abnormal voltage or environmental conditions outside the product’s stated rating.
I would avoid comparing the shade directly to curtains or furniture in the policy. Calling it a soft furnishing component explains the reason professionally without sounding as though you are trying to avoid responsibility. A voluntary warranty is an additional promise, but it cannot override the automatic ACL consumer guarantees.
Below is a complete version you can copy into Shopify. It keeps your position firm on custom-made products and fabric shades while preserving customers’ Australian Consumer Law rights.
Return, Refund and Warranty Policy
Change-of-Mind Returns
Off-the-Shelf Products
We may accept a return or exchange of an off-the-shelf product where:
- you contact us within 14 days of delivery;
- the product has not been installed, assembled, modified or used;
- the product is returned in its original condition and packaging; and
- proof of purchase is provided.
Return freight costs for an approved change-of-mind return are the customer’s responsibility.
Original delivery charges are not refundable.
We reserve the right to decline a change-of-mind return where the product or its packaging is damaged, incomplete or no longer suitable for resale.
Custom-Made and Made-to-Order Products
Products made, ordered or altered to your specifications cannot be returned or exchanged for change of mind.
This includes products selected or customised by:
- size or dimensions;
- finish or colour;
- fabric;
- mounting method;
- suspension length;
- electrical configuration;
- dimming option; or
- any other customer-selected specification.
Please check all product details, dimensions, finishes and selections carefully before placing your order.
Nothing in this section limits your rights where a custom-made or made-to-order product is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.
Order Cancellations
Please contact us as soon as possible if you need to cancel or amend an order.
Off-the-shelf orders may be cancelled before dispatch where processing has not been completed.
Custom-made and made-to-order products cannot be cancelled or amended once production, ordering, cutting, finishing, assembly or other preparation has commenced.
Where work has already commenced, we may retain or charge an amount reasonably reflecting the work completed, materials ordered and costs incurred, subject to applicable law.
Inspecting Your Delivery
Please inspect your order as soon as reasonably possible after delivery.
Visible transit damage, missing items, incorrect products or obvious discrepancies should be reported within 14 days of delivery.
When contacting us, please provide:
- your name and order number;
- a description of the issue;
- clear photographs of the product;
- photographs of the internal and external packaging; and
- any other information reasonably requested to assess the claim.
Please retain all packaging until the matter has been reviewed.
Do not install, modify or use a product that appears damaged, faulty or incorrect without first contacting us.
The request to report visible damage or discrepancies within 14 days does not remove or restrict any rights or remedies available under the Australian Consumer Law for faults identified later. Consumer guarantees cannot be excluded or limited by a store policy or fixed warranty period.
Faulty, Damaged or Incorrect Products
Where a product is faulty, damaged, incorrectly supplied or does not meet an applicable consumer guarantee, please contact us at:
We may request photographs, videos, product details, installation information, testing results or an electrician’s report where reasonably required to identify the cause of the issue.
Please do not return a product before receiving return instructions from us.
Products returned without prior authorisation may be refused or returned to the sender.
Remedies
The remedy available will depend on the nature and circumstances of the problem.
Where a product has a minor problem, we may choose to repair the product within a reasonable time.
Where a product has a major problem, the customer may be entitled to choose a refund or replacement.
A major problem may include circumstances where the product:
- is unsafe;
- is substantially different from its description or sample;
- cannot be used for its normal purpose or a purpose made known before purchase and cannot easily be fixed within a reasonable time; or
- has a problem that would have prevented a reasonable customer from purchasing it had they known about the problem beforehand.
These remedies arise under the Australian Consumer Law and are separate from any voluntary warranty offered by us.
Return Freight and Collection Costs
For approved change-of-mind returns, return freight is the customer’s responsibility.
Where a product is confirmed to be faulty, damaged, incorrectly supplied or otherwise covered by the Australian Consumer Law, we will meet our legal obligations regarding reasonable return, collection, repair, replacement or redelivery costs.
If an inspection or assessment shows that the product is not faulty, or that the problem resulted from incorrect installation, misuse, unauthorised modification or another excluded cause, the customer may be responsible for reasonable inspection, collection, return and redelivery costs.
Three-Year Voluntary Warranty
Unless otherwise stated, our lighting products include a three-year voluntary warranty against manufacturing defects from the date of purchase.
This voluntary warranty is in addition to, and does not replace or restrict, any rights or remedies available under the Australian Consumer Law. Consumer guarantees may continue beyond the stated warranty period depending on factors including the nature, price and expected durability of the product.
The warranty applies only to the original purchaser and proof of purchase must be provided.
A five-year commercial project warranty may be available for an additional fee where agreed in writing before purchase.
Fabric Pendant Lights
For fabric pendant lights, the three-year voluntary warranty applies only to the electrical and structural components, where applicable.
These components may include:
- the lampholder;
- electrical cable;
- ceiling canopy;
- suspension components; and
- the structural frame.
The fabric shade and fabric finish are not covered by our three-year voluntary warranty.
Fabric is a soft furnishing material and may change in appearance over time depending on handling, cleaning, dust, sunlight, humidity, ventilation and the surrounding environment.
The voluntary warranty does not cover:
- fading or discolouration caused by sunlight or environmental exposure;
- staining, marks or dust build-up;
- creasing or crushing caused by handling or storage;
- fraying caused by misuse, impact or improper cleaning;
- loss of shape caused by handling, moisture or environmental conditions;
- deterioration caused by unsuitable cleaning products or methods; or
- normal changes in appearance associated with age and use.
This exclusion does not apply to a genuine defect in materials or workmanship, or remove any rights and remedies available under the Australian Consumer Law.
Warranty Exclusions
Our voluntary warranty does not cover damage, failure or deterioration caused by:
- incorrect installation or wiring;
- installation by an unlicensed or unqualified person;
- failure to follow installation or care instructions;
- misuse, neglect or accidental damage;
- unauthorised modification, alteration or repair;
- normal wear and tear;
- incompatible dimmers, controls, lamps, drivers or electrical systems;
- incorrect voltage, power surges or unstable electrical supply;
- exposure to moisture, corrosion, excessive heat or other conditions outside the product’s stated rating;
- use in an unsuitable environment;
- damage occurring after delivery;
- improper transportation, storage or handling;
- cleaning products or methods unsuitable for the material; or
- consumable or replaceable components that have reached the end of their normal service life.
Installation
Lighting products must be installed by a suitably qualified and licensed electrician where required by law.
Before installation, the electrician must inspect the product and confirm that it is suitable for the intended location, electrical supply, dimming system and installation method.
We are not responsible under our voluntary warranty for faults or damage caused by incorrect installation, incompatible controls or electrical conditions outside the product’s stated specifications.
This does not limit any rights available under the Australian Consumer Law where the product itself is faulty.
Making a Warranty Claim
To make a claim, contact:
The Light Studio
Email: studio@thelightstudio.com.au
Please include:
- your order number or proof of purchase;
- a detailed description of the issue;
- photographs or video showing the issue;
- photographs of the full product and installation;
- the date of installation;
- the electrician’s details, where relevant; and
- any testing information or electrician’s report reasonably required.
We will assess the information provided and advise the next steps.
Depending on the circumstances, we may arrange inspection, testing, repair, replacement or another appropriate remedy.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage.
You may also be entitled to have goods repaired or replaced where they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy excludes, restricts or modifies any right, remedy, guarantee, warranty or other protection available under the Australian Consumer Law.
