Refund and returns policy

At Boo Lighting, we’re committed to your satisfaction. We understand that sometimes a product may not meet your expectations, which is why we’ve established a comprehensive returns and refunds policy. Please read this policy carefully to understand your rights and responsibilities when requesting a return or refund.

Overview

We offer a straightforward 14-day return policy for your peace of mind:

• Eligibility: You may request a return within 14 days of receiving your item
• Condition: The product must be unused, in its original packaging, and in resalable condition
• Shipping fee: Any shipping fee for returns is borne by you, the customer
• Refund: We will issue a refund for the item price, excluding our original shipping costs (items shipped for free still have shipping costs to us)
• Exceptions: Some products may not be eligible for return (see Non-returnable items section)
• Restocking fee: A restocking fee may apply to certain returns (see Restocking fee section for details).

To ensure a smooth return process, please keep your item in its original condition and packaging until you’re certain you want to keep it.

Cancellation of order within 24 hours

To cancel an order within 24 hours of placement, please email us your order number and invoice.

We kindly request that you avoid initiating PayPal disputes or credit card chargebacks. Our customer service team is committed to resolving any issues promptly.

Order cancellation or modification is only possible within 24 hours of placement. Once an order has shipped, cancellation is no longer an option. If you insist on cancelling a shipped order, you will be responsible for all associated shipping fees (outbound and inbound). For orders with expedited shipping that have already been dispatched, shipping charges are non-refundable. In such cases, customers are also responsible for return shipping costs if they choose not to keep the item.

Non-returnable items

• Light bulbs
• Products that were customized for you
• Large orders (Three or more of the same product) are not eligible for returns, exchanges, or cancellations – For bulk purchases, we recommend ordering a sample first to ensure the product meets your needs

Handling Damaged or Incomplete Orders

At Boo Lighting, we’re committed to ensuring you receive your products in perfect condition. If you encounter any issues, please follow these guidelines:

Upon Delivery:

• Inspect your order immediately
• Report any damage or missing parts within 48 hours
• Do not install damaged or incomplete fixtures
• We can’t accept responsibility for unreported damages or issues found after installation

Packaging and Inspection:

• Keep all packaging materials until inspection is complete
• If external damage is visible, ask the courier to note it on the delivery receipt
• We can’t provide replacements without original packaging

Handling Specific Issues:

• For broken glass, dented shades, or frames:
  • We’ll provide free replacements for these components
  • If you prefer to return the item:
    • It will be treated as a standard return
    • A restocking fee up to 35% may apply
    • Outbound shipping costs may be deducted from your refund

Handling of manufacturer defects

At Boo Lighting, we stand behind the quality of our products. In the rare event of a manufacturer defect, here’s how we’ll take care of you:

Our Approach:

1. Repair: We’ll first attempt to repair or fix any damaged part, glass, or defect.
2. Replace: If repair isn’t possible, we’ll provide a replacement product.
3. Return: If you prefer not to accept a replacement:
   • We’ll process it as a standard return
   • A restocking fee of up to 35% may apply

Our Commitment:

• We’ll work diligently to resolve any issues quickly and to your satisfaction
• Our team will guide you through each step of the process

Refusing shipments

We understand that circumstances can change, but please be aware of the following if you decide to refuse receiving a shipment:

If You Refuse Delivery:

• You will be responsible for:
  • Return shipping costs
  • Any applicable restocking fees
  • The original outbound shipping fee

Unable to Return:

• In cases where the item cannot be returned to us (e.g., return shipping cost exceeds item value): We regret that we cannot offer a refund

Incorrect item received

If you receive an incorrect or erroneous item, please follow these guidelines:

1. Reporting: Notify Boo Lighting via email within one week of receiving the item. We cannot accept claims made after this period.

2. Verification: In your email, clearly explain how the received item does not match your order.

3. Resolution: Upon confirmation of the error, Boo Lighting will:
   a. Send you the correct product within 8 weeks of receiving your email (generally faster).
   b. Provide instructions for returning the incorrect item.

4. Exchanges: If you prefer not to wait for the correct item, you may opt for a return instead. Please note that returns are subject to a restocking fee of up to 35% of the item’s value.

5. Refunds: Will be processed once the returned item is received and inspected.

Starting your return or refund

Ready to initiate a return? We’ve made it simple:

1. Send us an email at support@boolighting.com
2. In your email, please include:
   • A clear explanation of your situation
   • The specific product you wish to return
   • Photos of the product (these are required)

3. We’ll reply with the return shipping address and any additional instructions

Please note:

Any return shipping costs are at your expense (no matter what the circumstances are that require a return/exchange). The actual amount may vary with different carriers.

Items are subject to a restocking fee set by the manufacturer – which is to be deducted from the refunded amount.

Refund process

1. Return Inspection

   • We’ll email you once we receive your returned item

   • Our team will carefully inspect the returned product

2. Refund Decision

   • You’ll receive an email confirming whether your refund is approved or declined

   • We may decline refunds for items damaged during return shipping or those not meeting our return criteria

3. Refund Processing

   • If approved, we’ll process your refund after getting your confirmation

   • The refund will be issued to your original payment method:

     • Credit card refunds typically take 3-5 business days
     • PayPal refunds usually process in 2-3 business days

Tracking Your Refund

We at Boo Lighting strive to process refunds promptly, but sometimes it may take a little longer than expected. If you’re wondering about your refund, here are some steps to follow:

1. Double-check your bank account: Refunds can sometimes take a few days to appear.

2. Contact your credit card company: They can often provide information about pending refunds.

3. Check with your bank: Banks may have additional processing time for refunds.

4. Reach out to us: If you’ve taken the above steps and still don’t see your refund, please email us at support@boolighting.com.

Restocking fee

1. Change of mind or buyer’s remorse
2. Purchasing the product elsewhere
3. Mistaken purchases or items no longer needed

Please note: Restocking fees may be up to 100% of the item’s price, depending on the return timeframe and the item’s condition.

Have questions? We’re here to help! Contact our customer service team at support@boolighting.com for more information.

Important Return Guidelines

1. No cancellations after shipment: Orders cannot be cancelled for free once shipped
2. Product condition: Returned items must not have been installed or modified
3. Packaging: Return the item in its original box with adequate protective packaging
4. Timely return: Ship the item within 7 days of receiving our return approval
5. Return shipping: Customers are responsible for all return shipping costs