Purpose and Scope
This policy sets forth the guidelines under which customers of Prixado Pty Ltd can return or exchange lighting products including pendant lights, chandeliers, smart home switches, and offroad lights purchased directly from our website or through authorized retailers.
Eligibility for Returns
Time Frame: Customers have 20 days from the date of delivery to initiate a return.
Condition: Products must be unused, uninstalled, and in the same condition as received. All items must be in their original packaging, with all seals and tags intact.
Product Exclusions: Custom-made or special order items, and products modified as per customer requests, are non-returnable. Please verify specifications and compatibility before ordering.
Initiating a Return
Contact: To start a return process, contact our customer support team at [email protected] with your order number and reason for return.
Authorization: Our team will assess your return request and, if it meets our criteria, provide you with a Return Merchandise Authorization (RMA) number.
Documentation: Include a copy of your receipt or proof of purchase along with the RMA number in the return package.
Refunds
Processing: Upon receipt of the returned item, our inspection team will verify the condition and completeness of the returned product. If approved, a refund will be processed.
Method: Refunds will be issued to the original method of payment unless otherwise specified.
Timing: Expect refunds to appear on your bank statement within 5-10 business days of processing, depending on your bank or card issuer.
Deductions: The cost of return shipping will be deducted from the total refund amount.
Shipping and Handling
Responsibility: Return shipping costs are the responsibility of the customer unless the item is being returned due to being defective or damaged upon arrival.
Guidelines: Use a secure, traceable shipping method to ensure safe and documented delivery. We recommend shipping insurance for high-value items.
Address: Return shipping instructions and the designated return address will be provided with your RMA.
Damaged or Defective Items
Immediate Action: If you receive a product that is defective or damaged, report the issue within 48 hours of delivery with photographic evidence of the damage.
Resolution: We will arrange a return shipment for the defective or damaged item and, upon inspection, either send a replacement or issue a refund.
Exchanges
Policy: Exchanges are permitted only for defective or damaged items.
Procedure: Contact us to determine eligibility and receive exchange authorization. Replacement items will be shipped out after the original item has been received and inspected.
Limitations and Liability
Final Sale Items: Certain discounted or sale items may be considered final sale and not eligible for returns, refunds, or exchanges.
Legal Compliance: This policy is in accordance with local consumer law; your statutory rights are not affected.
Contact and Customer Support
For any queries regarding our returns policy, or to discuss the specific terms of your return, please contact us at [email protected]. Our dedicated support team is available to provide assistance and ensure your satisfaction.
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