Refund policy
REFUND, RETURN, CANCELLATION AND TRANSIT-DAMAGE POLICY
Effective date: 14 August 2026
YLumina Lighting is operated by YLumina Lighting Studio (“YLumina”, “we”, “us” or “our”). This policy supplements and does not exclude any consumer rights that cannot lawfully be excluded.
STANDARD NON-CUSTOM PRODUCTS: 14-DAY RETURNS
You may request a return of an eligible standard, non-custom product within 14 calendar days after delivery. After YLumina provides written return authorisation and instructions, the item must be dispatched back within 14 calendar days.
To qualify for a change-of-mind return, the product must be unused, uninstalled, unaltered and complete, with all components, accessories and original protective packaging. Handling beyond what is reasonably necessary to inspect the product may reduce the refund where applicable law permits.
For change-of-mind returns, the customer is responsible for insured return freight, safe export packaging, brokerage charges and return-related customs costs, unless applicable law requires otherwise.
No restocking fee is charged for an eligible standard-product return. Original expedited delivery charges are not refundable. Standard outbound delivery charges will be refunded where applicable law requires it.
CUSTOMISED OR PERSONALISED PRODUCTS
A product is considered customised only when it is made to the customer’s specifications or clearly personalised. Examples include customer-requested dimensions, a non-standard finish or a bespoke modification expressly identified and confirmed as custom before production.
Selecting a standard option displayed on a product page does not, by itself, make the product customised.
Genuinely customised or personalised products cannot be returned for change of mind where applicable law permits. This exception does not affect remedies for transit damage, defects, incorrect goods or other non-excludable consumer rights.
CANCELLATIONS AND ORDER CHANGES
Contact us immediately if you wish to cancel or amend an order.
A standard, non-custom order may be cancelled for a full refund before dispatch.
A genuinely customised order may be cancelled or changed only if production has not begun and YLumina confirms the cancellation or amendment in writing.
These conditions do not limit any cancellation right that applies under mandatory law.
TRANSIT DAMAGE, DEFECTS AND INCORRECT ITEMS
Inspect every carton and item promptly after delivery. To help us resolve a claim quickly, report visible transit damage, a manufacturing defect or an incorrect item within 14 calendar days after delivery. A delayed report does not remove any statutory right that continues for a longer period.
Please provide:
• Your order number and contact details
• Clear photographs of the external carton and internal packaging
• Photographs or video showing the affected area
• A photograph of the shipping label
• A description of the problem
Keep the product, all components and the original packaging until we confirm the next step.
After verification, YLumina will provide an appropriate remedy. This may include a replacement component, repair solution, full-item replacement, price reduction or refund, depending on the circumstances and applicable law.
If YLumina requires a verified damaged, defective or incorrect item to be returned, YLumina will provide or reimburse reasonable return freight. Do not send an item back before receiving written instructions.
HOW TO REQUEST A RETURN
Email info@ylumina.lighting with your order number and the reason for the request. We aim to respond within 2–3 business days.
Approved returns must be sent to the address stated in our written return instructions. Do not send returns to our public business address unless we specifically instruct you to do so.
REFUND PROCESSING
Approved refunds will be issued to the original payment method.
We will process the refund within 10 business days after the returned item is received and inspected, or after we confirm that no return is required. Your payment provider or bank may require additional processing time. Any shorter mandatory refund deadline will apply.
CHANGE-OF-MIND RETURN EXCLUSIONS
Change-of-mind returns may be refused for:
• Genuinely customised or personalised products
• Installed or wired products
• Altered products
• Products damaged after delivery
• Incomplete products without essential components or protective packaging
These exclusions do not apply when the product was defective, damaged in transit or incorrect, or when applicable law provides a non-excludable remedy.
CONTACT
YLumina Lighting
Operated by YLumina Lighting Studio
Email: info@ylumina.lighting
Response time: 2–3 business days