Return Policy

Returning a product

You may want to return a product because it is damaged or because you have changed your mind. This is not a problem, on the condition that the return conditions are met and that you are prompt to inform us (by email or using the standard form for withdrawal).*

*Products that do not belong to our assortment and that were ordered by quote cannot be returned.

Damaged

If you have received a visibly faulty product, you should contact us within 6 days of delivery. If the product has technical damage that is not visibly noticeable, you should contact us within 14 days. Therefore it is highly recommended to check the content of the package when receiving your order. If the packaging (or its content) is damaged, you should make a written statement on the consignment note of the transport company when you sign for receipt. If you do not, we cannot guarantee a replacement or reimbursement. Please hold on to the transport box until you are sure that your order was not delivered broken. That way, you can send us pictures of both the faulty product and the packaging.

Exchange conditions

  1. Visible damage must be reported within 6 days of delivery. Other damage must be reported within 14 days.
  2. Visible damage? Inform the transport company with a written statement on the consignment note when signing for receipt.
  3. Please provide us with pictures of: transport box with Bpost shipping label, damage to the transport box (dents, tears,…) if any, product box, manner of packaging in the product box and damage to the product (4 or 5 pictures). 1.5 MB max. per picture (picture too large? use (Compress Jpeg )
  4. The damaged product must always first return to Lovalight before a replacement can be provided. Please inform us when you intend to return a damaged product, so we can give you a return note. The return will be at our expense. The product must be unused and must reach us in the original product box.

These conditions must be met, otherwise a replacement may not be possible. The sooner you provide us with the necessary information, the sooner we can help you.

Other reasons

If you have another reason for returning the product, you must inform us within 14 days of delivery. We will then send you an e-mail to guide you through the return process. In order to return the product, the return conditions must be met.

Return conditions

You may always return a product, but only under the following conditions:

  1. The product must be part of our assortment (this means it must be shown on a product page on the webshop, where it can be purchased).
  2. You need to inform us by email within 14 days of delivery.
  3. The product must be returned within 14 days after having informed us of your decision to revoke the order.
  4. The product must be unused.
  5. The product must reach us in the original product box.
  6. The product and the product box must be undamaged.
  7. The return has to be insured by the customer.

The product must be unused and undamaged upon arrival at Lovalight and must be in the original, undamaged product box. Therefore it is important that the customer insures the return, in case the product or the product box are damaged during transport. We can not accept a damaged product or a damaged product box, as manufacturers refuse damaged goods. Customers who wish to return a product without insurance will do so at their own risk.

Shipping charges on returns

Who will pay the shipping charges?

The customer

If the product simply does not meet your wishes but meets the return conditions, you may return the product, but you will have to pay the shipping cost of the return yourself.
If the customer wants to cancel the order, but the package is already on its way, it is important that the delivery is not accepted. If the delivery is accepted at the delivery address, the customer will have to pay the return costs.
Please also see our General Terms and Conditions.

Lovalight

The shipping cost of the return must be paid by Lovalight, only in the following two cases:

1. In case Lovalight has provided incorrect information about the product and the product does not suit your expectations. There is one condition, however: the returned product(s) must be undamaged and packed in the original, undamaged packaging.

An example:
You need a white table lamp and you have ordered a light fitting to your taste. When the product arrives you find out that the product is green and not white, although the information we have provided clearly states the product is white. In this case we will pay the return shipping cost.

2. If you receive the product in damaged condition (on the condition that you have mentioned the transport damage on the consignment note of the transport company when signing for receipt).

How to return a product without shipping costs

When the customer is entitled to a free return, Lovalight will send a return note to the customer. The customer can only return without shipping costs by using this. Shipping costs will not be refunded afterwards. Lovalight will let the customer know if an insurance on the returned product is recommended. In this case, the customer will have to pay the insurance cost in advance. These will be refunded afterwards.

When will you receive your refund?

If you prefer a reimbursement to a replacement, we will deposit the refund amount within 10 working days after we have approved the return. You will then receive a credit note from us to confirm our approval and repayment.

Help us improve our service

In order to improve our services, it is useful for us to know why you wish to return your order. We kindly ask you to mention the reason for returning your order in your correspondence. Whatever the reason, you may always return the product. Whether or not the return is free of charge, however, does depend on the reason for the return.