Refund policy
Damaged Goods Policy
Damaged on arrival? We will put it right.
While we take every precaution to ensure your lighting arrives in perfect condition, accidents can happen during transit. If your order is damaged, please notify us within 24 hours of delivery. This speed is essential for us to process a claim with our couriers and resolve the issue for you quickly.
To help us fast-track your replacement, please email support@lightsource.es with:
- Your order number
- Clear photos of the damaged item
- Photos of the external and internal packaging
We will arrange the collection of the damaged or faulty goods at no cost to you. Once we have inspected the items, we will dispatch a replacement immediately via our standard delivery service.
If your project is on a tight deadline and you require express shipping for the replacement, we simply ask that you cover the difference in the freight cost.
Our Unwanted Returns Policy
We aim to provide confidence in your purchase decisions, and our clear returns process is designed to give you assurance.
Consumer returns
As a private customer, you have 14 days from the date of delivery to notify us if you wish to return an item. To ensure your refund is processed without delay, please follow these steps:
- Request an RMA: Email us to receive a returns order number. This must be clearly displayed on your packaging; we cannot accept returns without it.
- Condition: Items must be returned unused, in their original "as new" condition, and in the original, undamaged packaging.
- Timeline: Goods must arrive back at our warehouse within 30 days of the original delivery date.
- Shipping: Return shipping is at your expense. We recommend using a tracked service, as we cannot be held responsible for items lost or damaged in transit.
Once we have inspected the goods, we will issue a refund (minus the original delivery costs) within 14 days.
Note: In accordance with Spanish Law (Art. 103 TRLGDCU), custom, bespoke, or made-to-order products are non-returnable and non-refundable.
Trade returns
Returns for trade account holders are governed by our B2B terms and conditions:
- Notification: You must notify us of any return request within 3 working days of receipt.
- Restocking fees: Trade returns are subject to a handling and restocking charge of at least 25%, depending on the specific manufacturer's policy.
- Exclusions: Special project orders and modified fixtures cannot be returned.
