1. Returns Process
1.1. Email firstname.lastname@example.org to request a returns form.
1.2. Complete returns form
When requesting a return, please complete the required fields in the returns form, which will be emailed to you.
1.3 Return of product
Please return your items in the original packaging in which your order was delivered.
The courier will collect the package from the address you supplied within 3 – 4 working days.
**Please note, you risk delaying the refund process if the steps outlined above are not carefully followed. In addition, you will NOT be entitled to any refund if returned product(s) are not sent back to Lightworld in the exact packaging it was received in, in resalable condition.
Lightworld also reserves the right not to refund a returned product if the product is returned without its original protective packaging and not safely packed in a delivery box.
Furthermore, Lightworld will not process a refund on defective or incorrect products should you not have followed the procedures as set out in this Returns Policy.
2. Returning non-defective products
You are entitled to return any purchase concluded on Lightworldonline.co.za, free of charge within 30 days of the product(s) being delivered.
Lightworld will also pay the cost associated with collecting the return from you. In order to obtain a refund to the rand value of the purchased items being returned, the product(s) being returned must be sent back to Lightworld in accordance with the return procedure.
Consequently, if upon receiving your purchase you are not satisfied with your choice of product(s) and wish to return it for a refund, please retain the product(s)’ original packaging.
3. Returning Defective Products
3.1 General warranty:
If within 6 months of delivery of a product, you find that the product is faulty, or not legally or reasonably durable (based on the circumstances and product type) ("defective"), Lightworld will arrange to collect such product so that it can be inspected by the Lightworld QA team. If the product is subsequently found to indeed be defective, you are entitled to either:
(a) be fully refunded or
(b) have the product replaced (Decision on refund vs replacement to be taken at Lightworld’s discretion)
If the product is found NOT to be defective and is commercially acceptable, you will NOT be entitled to any repair, replacement or refund but will instead be liable for the costs incurred in having the item be redelivered to you via courier.
A product is NOT defective and you will NOT be entitled to any, replacement or refund under the general warranty above if:
(a) the faults/damage are a result of normal wear and tear;
(b) damage arose from incorrect usage of the product;
(c) the item has a reasonable amount of manufacturing or production imperfections, but is acceptable in accordance with the generally accepted commercial practices.
4. Returning Incorrect Products
Lightworld will make all reasonable efforts to ensure the product information, availability, purchase price and associated delivery times and fees are accurately reflected on the website.
However, should Lightworld deliver the incorrect product(s) to you in error, please do not remove the product from its original packaging. Lightworld will resolve the error by arranging to collect the incorrect product(s) from you and to deliver the correct product(s) to you as quickly as possible.
Please do not re-order the correct item, as Lightworld will handle all required actions/paperwork.
5. Processing of Store Credit and Refunds
Should you be entitled to a refund for any reason, you will be refunded back to the form of payment you used to pay for the order, unless you specified that you want a swop-out.
If you request a refund – it will either be effected on the credit card used to purchase the product, or be deposited into the bank account whose details have been supplied with the return, within 10 business days of the returned item having been cleared by Lightworld quality assurance team.
The refund should be processed within 10 business days of the returned items having been cleared by Lightworld’s quality assurance team.
If the credit doesn’t reflect in your account after 15 business days, please contact the Lightworld returns team on 021 552 8881 or email email@example.com