Warranty & Returns Policy

Current as at: 8 May 2025

Thank you for choosing Lighting Collective for your lighting needs! We are committed to providing exceptional customer service, unique products and a seamless shopping experience.

This page outlines our Warranty & Returns Policies. As per our Terms & Conditions, by using our website and/or purchasing products/services, you agree to be bound by this policy.

We recommend consulting your electrician before making a purchase to ensure your chosen products are suitable for your specific use scenario. You are also welcome to contact our friendly team to discuss your needs or if you have any questions.

Damaged Goods
1. Should you receive damaged goods, our team must be notified within 48 hours of receiving the product. Please inspect the package(s) upon arrival and notify us of any damages via our warranty & returns claim form.
2. We require all claim requests to include images of the damages, images of the exterior of the packaging it arrived in and a written description of the issues.
3. Please do not install damaged products, we will not accept return requests if damaged products have been installed.
4. For products that have been assessed as damaged in transit, we will arrange repair (when relevant), provide a replacement or offer a full refund if a replacement is not available and/or unusable. For products deemed partially damaged but still usable we may offer a partial refund within reason.
Faulty Goods
1. In the case of faulty goods, our team must be notified within 48 hours via our warranty & returns claim form. All claim requests require images (or video) of the fault, pictures of the exterior of the packaging it arrived in and a written description of the fault.
2. Electrical fittings must be installed by a qualified electrician and all warranty claims require evidence of such. We do not reimburse costs associated with installing or uninstalling products.
3. Faulty goods claims are processed in line with the supplier's warranty provided with the product. In the unlikely event the product is faulty and is covered by the suppliers’ warranty and cannot be rectified, we will offer an exchange, or if we are unable to exchange for the same or similar item, we will offer a full refund.
Errors or Incorrect Products
1. If you have received an incorrect product or there is an error with your order, our team must be notified within 48 hours of receiving your order via our warranty & returns claim form.
2. All claim requests require images of the products received and a detailed description of the error.
3. It is your responsibility to check that you have received the correct product(s) that match the description and image(s) on our website before proceeding to installation. If you find any discrepancies, please notify our team (as above) immediately.
4. Please do not install incorrect products, we will not accept return requests if incorrect products have been installed. We do not reimburse costs associated with installing or uninstalling products.
5. For products that have been assessed as incorrect, we will arrange to provide a correct replacement or offer a full refund if a correct replacement is not available.
Change of Mind / Incorrectly Ordered
1. Please choose your products carefully, as we do not offer refunds for “change of mind” or “incorrectly ordered products” in accordance with the Australian Consumer Law. It is your responsibility to check the product specifications thoroughly to select the correct size, colour, finishes and other details. It is also your responsibility to ensure your chosen product(s) are suitable for your specific use scenario, we always recommending consulting your electrician before making a purchase.
2. In the case of special circumstances with rapid communication with our team, we may consider offering an exchange, subject to our Supplier's return process. You can submit a request via our warranty & returns claim form.
3. We are unable to offer any refunds or exchanges for Custom-Orders, Made-to-Order Products or for Specially Imported Orders of Productsthat are specially imported for you. If you are unsure if the Products you wish to order are Products part of a Custom Order, Made-to-Order or Specifically Imported Order, please contact our Customer Service Team before purchase.
4. Please note that we will not accept any change of minds, refund or exchange requests if products have been installed.
5. All return or exchange requests require images proving that the products received are undamaged and a detailed description of your request. Additional restocking, shipping and admin fees of up to 50% of the Product cost may apply due to Supplier restocking fees, so please choose your items wisely before you order.
6. You will be responsible (at your own cost) for arranging delivery of any returned goods to our (or our supplier's) premises. Additionally, you will be held liable for returned goods that arrive back to us (or our suppliers) damaged.
Sale Items
1. All sales are final and sold as described. We do not accept change of mind requests, returns, exchanges, or refunds for sale items under any circumstances unless they are damaged or faulty upon receipt, in which case, please refer to the "Damaged Goods" and "Faulty Goods" sections for instructions on how to proceed in accordance with the Australian Consumer Law.
International Orders
1. For international orders (meaning orders shipped outside of Australia or New Zealand), Lighting Collective does not accept change of mind requests, returns, exchanges, or refunds.
2. Rewiring products will void warranty, and liability will remain with the qualified electrician who signs off on the installation. Please contact our customer service team regarding warranty prior to placing an international order.
3. By placing an international order, you acknowledge and agree to the terms outlined in this section, understanding that no change of mind requests, returns, exchanges, or refunds will be accepted.
Looking after your lights
1. Please see our FAQ's for more information on looking after your lights.