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Refund policy
1. ZELORA COMMERCE LIMITED (hereinafter referred to as "we") respects the legitimate rights and interests of EU consumers. To ensure a pleasant shopping experience at lighthinge.com (hereinafter referred to as the "Website"), we have established these Return and Exchange Terms in accordance with the EU Consumer Rights Directive and relevant laws and regulations. If you wish to return or exchange products purchased on this Website, please follow the following rules. If you have any questions, please contact us at [email protected].
2. Return Rights and Time Limit
In accordance with the EU Consumer Rights Directive, you have a 14-day right to return products without giving any reason. This period begins on the date you receive the product (based on the date you sign for it).
If you decide to return the product within 14 days of receipt, we will process the return without providing a reason.
If the return is due to quality defects, discrepancies from the order description, or other reasons for which we are responsible, the return period may be extended, subject to negotiation.
3. Return Requirements
To ensure a smooth return process, returned items must meet the following requirements:
Items must be in new condition, unworn, washed, damaged, or altered, with tags, labels, and other attachments intact.
The original packaging, including the box, bag, and dust bag, must be intact to ensure the item is not damaged during the return process.
Receipt of purchase (e.g., invoice), accessories (e.g., buttons, belts, jewelry), and gifts (if any) must also be returned.
4. Return Procedure
You must submit a return request to us within the return period by emailing [email protected], stating the order number, the name and quantity of the returned item, and the reason for the return.
Once we receive your return request, we will review it within three business days. Upon approval, we will provide you with a return address and instructions. You must ship the product within 7 days of receiving the approval notification, following the return address and instructions we provide. Please email us the tracking number for tracking purposes.
We will inspect the returned product within 5 business days of receipt. Upon successful inspection, a refund will be processed using your original payment method. The refund will include the purchase price of the product and the original shipping fee (if any). However, you will be responsible for any shipping costs incurred (except for returns due to product quality issues or other reasons we are responsible for).
6. Refund Processing
Refunds will be credited to your account within 3-14 business days after we confirm that the product has passed inspection. The specific timeframe depends on your payment method and bank processing speed.
If you paid by credit card, the refund will be credited to your credit card account. If you used a third-party payment platform like PayPal, the refund will be credited to your corresponding payment account.
If the refund is unsuccessful due to incorrect information provided, we will notify you to provide correct information. Any delay will be your responsibility.
7. Exchange Rules
If the product you received has non-quality issues, such as size or color discrepancies, and you would like to exchange it for the same product in a different size or color, you may request an exchange within the return period.
Exchanges must meet the above return requirements and the product must be in stock. If it is out of stock, you may choose to return the product for a refund or exchange it for a different style (refund for the difference in price, or a refund for the difference in price).
Exchange Process: You must first submit a return request (specify "Exchange" and the product you wish to exchange). After we review and approve the request, you will ship the product back according to the return process. Once we receive and inspect the product, we will ship the replacement product within three business days. You will be responsible for all round-trip shipping costs (except for exchanges caused by our fault).
8. Exceptions
We reserve the right to refuse returns or exchanges in the following circumstances:
Return requests submitted after the return period.
Products that do not meet the above return requirements, such as worn, damaged, or missing packaging.
Products not sold on this website. Product damage, contamination, etc. caused by your personal reasons.
9. Dispute Resolution
If you have a dispute with us regarding a return or exchange, you may first contact us via email at [email protected] to resolve the dispute. If the dispute cannot be resolved, you may file a complaint with a local EU consumer association or pursue legal action. Dispute resolution will be governed by relevant EU laws and regulations.
10. Terms Updates
These Return and Exchange Terms may be updated based on changes in EU laws and regulations or business adjustments. We will notify you of any significant changes through announcements on this website or emails. We recommend that you review the latest Return and Exchange Terms before making a return or exchange.