Return and Refund Policy

1. Overview

Welcome to Lighttera! We prioritize your satisfaction and are committed to providing the best service. Our Return and Refund Policy is designed to address concerns related to orders, products, and packages. Please carefully read the following information to understand the process for requesting a refund.

2. Refund Process

Lighttera is dedicated to processing refunds promptly, usually within 24-48 hours. To expedite the process, we request specific information to facilitate efficient resolution.

What You Need to Provide:

A. Photos/Videos of Damaged Item:

  • Please provide visual proof of the damaged item.

B. Screenshots of Dispute:

  • Include name, date, and content of the dispute (e.g., PayPal Dispute, email, chat window).

C. (Optional) Tracking Number:

  • If a return is requested, provide the tracking number to verify the return.

How to Request a Refund:

A. Contact Lighttera Customer Service:

  • Contact our support via e-mail info@lighttera.com

B. Submit Required Materials:

  • Send photos/videos of the damaged product and screenshots of the dispute.

Note:

  • Refunds will be issued to the original payment channel (PayPal or credit card).

3. Cases Eligible for Refund

Lighttera provides refunds in the following cases:

  1. Damaged Products:
  • Full refund or replacement for damaged products upon arrival.
  1. Incorrect or Missing Products:
  • Full refund or replacement for incorrect products, wrong color/size, or those with missing components.
  • No need to return incorrect products; we will refund or resend the correct item.
  1. Products Out of Stock:
  • Full refund for out-of-stock products; notification will precede the refund or replacement.
  1. Products Unable to Ship:
  • Full refund for products unable to be shipped due to limited transportation options.
  1. Delayed Orders:
  • Full refund for orders delayed beyond specified times.
  • Normal: More than 30 days
  • Busy Season: More than 40 days (e.g., Black Friday, Cyber Monday, Christmas)
  • Unforeseen Circumstances: Pay attention to notification e-mail and messages.
  1. Cancel Orders (Print-on-Demand):
  • Full refund for canceled print-on-demand products before production confirmation.
  1. Missing Packages:
  • Full refund for missing packages during delivery.
  1. Other Conditions:
  • Warranty for all products for 30 days from product receipt.

4. Cases Not Eligible for Refund

Lighttera does not issue refunds in the following cases:

  1. Order Delivered:
  • No refund or resend if the tracking info shows ‘order delivered.’
  1. Package Unclaimed:
  • If unclaimed, the package will be destroyed within 48 hours by the local carrier.
  1. Tracking Information Alert:
  • No refund or resend if tracking info alerts due to specific reasons (incorrect/insufficient address, refused package, customs clearance, non-existing number, unknown recipient).

Explanations:

  • Expiration Date of Raising Dispute:
  • Disputes can be raised within 30 days from the order placement date.
  • Dispute Denied:
  • Disputes will be denied under specific circumstances.

5. Return Information

Lighttera does not generally encourage product returns due to high shipping costs. However, if you wish to return a product, please consider the following:

  • Return within 10 days of receiving the product.
  • Ensure the product is in good condition for secondary sales.
  • Pay the shipping cost.
  • Return only to the warehouse.
  • Provide the tracking number to our customer service.

6. Contact Us

If you have any questions or need assistance with the return and refund process, please contact our customer service via e-mail support@lighttera.com.

Thank you for choosing Lighttera!