About Return & Refund
Lighteme always take pride in our product quality and our strict quality control system. In order to provide you with maximum peace of mind, we offer a 15 calendar days return policy after you received the item (which is shown by the delivery information).
If you have any problems about the item you purchased, please contact our customer service department through e-mail:support@lighteme.com within 15 calendar days after receiving your order (which is shown by the delivery information). We will do our best to support your request.
Please notice, we don't support returns and exchanges for customized handpans, please understand. For the sake of prudence, we will send a video of the test tone for your confirmation before shipping, please pay attention to check your email. But if something does go wrong, we'll take care of it for free.
Please notice, if you choose the express shipping method with extra shipping, if in case of return, we will not refund the extra shipping, please understand.
I Return Process
To guarantee a fast and efficiently warranty process:
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Please inform us your order number, describe the issue of the product and provide us pictures or video that can display the problem.
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Our customer service department will reply you within 24 hours in business day and 48 hours in non-business days after receiving the emails.
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Please do not return your products directly to the address on the package that you have received. The return address that provided by our customer service is valid only! Any return or exchange will be valid only if our customer service department accepted. And you are responsible for the loss due to the wrong address.
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If you do not provide sufficient information, we have the right to reject your request for return. Thank you for your understanding and we deeply appreciate your cooperation.
II Return Policy
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About color difference:
Please notice that there might be a slight color difference between the product picture on our website and the actual product due to different monitors’ settings. We are committed to presenting the true appearance of the product, including its color.
But sometimes the color difference is inevitable. We are grateful if you can understand and accept the slight color difference.
If there was a large color gap between the actual product and the color displayed on our website. You can return the item. When you provide picture evidences, please take pictures of the product under natural daylight. Be noticed that not to take any pictures under nighttime lighting or under intense sunlight. These extreme conditions can cause unrealistic appear of the picture.
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Please notice that any item that has been used does not qualify for a return. Please return it with the original packing. We do not accept a returned item that's worn, damaged, washed or altered in any way, and the label should be attached.
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About the shipping fee:
If it is our responsibility to generate a return, such as zipper malfunction, ripped or torn, obvious color difference, mis-shipped products, and major difference between the photographed product and the product that you have received, shipping fee might be refunded depending on the severity of the problem. But sorry that if you return because of personal reasons such as customer just dislikes the item or other subjective reasons, the shipping fee is non-refundable.
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No exchange or return on promotional items.
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You can exchange your item if the color is not your favorite or the other personal reasons. But the shipping fee of this exchange including your delivery and our delivery is your responsibility. In view of your cost, we suggest you to return your item and place a new order. Shipping fee policy is same as point 3.
III Package Returned
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Please inform us the return tracking number after you returned your items.
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In case you have any other questions, please do not hesitate to get in touch with our customer service: support@lighteme.com.
About Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@lighteme.com
