Returns Policy

Last Updated: April 16, 2026

At Lux Lights, we strive to ensure you are satisfied with your purchase. However, if a product does not meet your expectations, returning it is simple and straightforward. This page outlines your return rights, procedures, conditions, and refund eligibility.

This Return & Refund Policy should be read in conjunction with our Terms and Conditions Policy.

Return Period – 14 Days

Lux Lights offers a voluntary 14-day return period from the date of delivery. During this period, you may request a return without providing a reason, unless otherwise required by applicable law.

You may inspect and assess the product as you would in a physical store. Products must be handled with care. Items that have been used, installed, assembled, or damaged are not eligible for return.

How to Return Your Order

Step 1 – Register Your Return
Within 14 days of receiving your order, contact us at support@lux-lights.shop and provide:

  • Your name
  • Your order number
  • The items you wish to return

Step 2 – Receive Return Instructions
After your request has been approved, you will receive:

  • The return address
  • A mandatory return form

Returns may only be sent after receiving these instructions. Returns without prior approval or without the required return form may not be processed.

Step 3 – Pack and Ship the Product

  • Pack the item securely, preferably in its original packaging.
  • Include the completed return form and proof of purchase.
  • Ship the parcel using a reliable carrier with Track & Trace.

Approved returns must be sent to Lux Lights’ designated return facility in the Netherlands. The exact return address will be provided upon approval.

Return Shipping Costs

Return shipping costs are the responsibility of the customer, unless:

  • The product was delivered defective or damaged.

In such cases, Lux Lights will reimburse reasonable return shipping costs.

Return Conditions

To qualify for a refund, the following conditions must be met:

  • The item must be unused, undamaged, and complete.
  • The product must be returned in its original packaging where reasonably possible.
  • All accessories, manuals, and components must be included.
  • The return must be shipped within 14 days after approval.
  • The mandatory return form must be completed and enclosed.
  • Products must not be mounted, installed, or built-in.
  • Items must not show signs of installation, such as screw holes or mounting marks.
  • Light sources, LED modules, adapters, cables, and remote controls must be returned complete.
  • Testing is permitted, but prolonged use is not.
  • Indoor-rated products (e.g., IP20) used outdoors are not eligible for return.
  • Products damaged due to incorrect voltage, incompatible dimmers, or improper installation are excluded from refunds.
  • Fragile components must be securely packaged to prevent damage during return shipping.

Lux Lights reserves the right to refuse returns that do not meet these conditions.

Non-Returnable Items

The following items are not eligible for return:

  • Custom-made or personalized products.
  • Special-order items.
  • Products sealed for hygiene or safety reasons once opened.
  • Products with a limited shelf life.
  • Used, installed, damaged, or incomplete items.
  • Returns submitted without prior approval.
  • Products returned without the mandatory return form.
  • Items damaged during return due to inadequate packaging.
  • Purchases made during special promotions, sales, Black Friday, or outlet events. These may be eligible only for exchange or store credit where permitted by law.

Refunds

Once your return has been received and inspected, you will receive a confirmation email.

Approved refunds will be issued within 14 days via the original payment method used for the purchase.

Lux Lights reserves the right to issue a partial refund if the returned product is damaged, incomplete, or does not meet the return conditions.

Original shipping costs are non-refundable unless the return is due to an error by Lux Lights or a defective product.

Defective or Incorrect Product

Please inspect your order immediately upon delivery. If you receive a defective, damaged, or incorrect product, contact support@lux-lights.shop within 48 hours of delivery.

Lux Lights will provide an appropriate solution, which may include:

  • A free replacement; or
  • A full refund, including applicable shipping costs.

Return shipping costs will be fully covered in such cases.

Complaints and Customer Support

If you have a complaint or comment regarding your order, delivery, or our services, please contact support@lux-lights.shop. We aim to provide a substantive response within 14 days.

Summary

  • 14-day voluntary return period after delivery.
  • Returns must be registered via support@lux-lights.shop.
  • Products must be unused, undamaged, and complete.
  • Lighting products must not be installed or mounted.
  • Return shipping costs are the customer’s responsibility unless the item is defective or damaged.
  • Refunds are processed within 14 days after inspection.
  • Promotional items may qualify for exchange or store credit only.
  • Defective or incorrect items must be reported within 48 hours of delivery.