Refund Policy

1. Our Commitment to Customer Satisfaction

At RGB Room Lighting, we stand behind the quality of our products and are committed to ensuring your complete satisfaction. This Refund Policy outlines our procedures for returns, exchanges, and refunds.

2. Return Eligibility

2.1 Eligible Returns

Products are eligible for return if they meet the following conditions:

• Returned within 30 days of delivery
• Unused and in original condition
• In original packaging with all accessories and documentation
• Include proof of purchase (order number or receipt)
• Not damaged due to misuse or improper installation

2.2 Non-Returnable Items

The following items cannot be returned for hygiene, safety, or legal reasons:

• Products that have been installed or used
• Items damaged by the customer
• Products with removed or damaged serial numbers
• Clearance or final sale items (clearly marked as such)
• Custom or personalized products
• Gift cards or promotional items

3. How to Initiate a Return

To return a product, please follow these steps:

1. Contact Us: Email us at info@rgbforroom.com or call +448417319786 within 30 days of delivery
2. Provide Information: Include your order number, reason for return, and photos if applicable
3. Receive Authorization: We will provide a Return Authorization Number (RAN) and return instructions
4. Package Securely: Pack the item securely in original packaging if possible
5. Ship the Return: Send the package to the address provided (you are responsible for return shipping costs)
6. Track Your Return: Use a trackable shipping method and retain proof of postage

4. Return Shipping

4.1 Standard Returns

• Customers are responsible for return shipping costs for standard returns
• We recommend using a tracked shipping service
• RGB Room Lighting is not responsible for items lost or damaged during return shipping
• Return shipping costs are non-refundable

4.2 Faulty or Incorrect Items

If you receive a faulty or incorrect item:

• Contact us immediately with photos of the issue
• We will provide a prepaid return label at no cost to you
• We will arrange collection or provide return instructions
• You will receive a full refund including original shipping costs

5. Refund Process

5.1 Inspection and Processing

1. Receipt: We receive your returned item at our facility
2. Inspection: We inspect the product within 2-3 business days
3. Approval: If approved, we process your refund
4. Notification: You receive email confirmation of the refund

5.2 Refund Timeline

5.3 Refund Method

• Refunds are issued to the original payment method used for purchase
• Credit/debit card refunds appear on your statement within 5-10 business days
• We cannot refund to a different payment method or account
• Original shipping charges are non-refundable (except for faulty items)

6. Partial Refunds

Partial refunds may be issued in the following situations:

• Missing Items: If accessories, packaging, or components are missing (deduction applies)
• Product Condition: If the item shows signs of use or is not in original condition (up to 30% deduction)
• Damaged Packaging: If original packaging is significantly damaged (up to 15% deduction)
• Late Returns: Returns received after 30 days may be subject to a restocking fee

We will notify you by email if a partial refund is applicable and the reason for the deduction.

7. Exchanges

7.1 Product Exchange

If you would like to exchange a product for a different item:

• Follow the standard return process
• Indicate in your return request that you want an exchange
• Place a new order for the desired item
• Upon approval of your return, we will refund the original purchase

7.2 Faulty Product Replacement

For faulty products under warranty:

• Contact us with details of the fault and photos/videos if possible
• We will arrange a replacement or repair at no cost to you
• Replacement products are sent once we receive the faulty item
• Express shipping may be available for urgent replacements

8. Warranty Claims

8.1 Manufacturer Warranty

All products come with a 2-year manufacturer warranty covering:

• Manufacturing defects
• Material faults
• Component failures under normal use

8.2 Warranty Exclusions

The warranty does not cover:

• Damage from misuse, abuse, or accidents
• Improper installation or modifications
• Normal wear and tear
• Damage from power surges or electrical issues
• Products used in commercial or industrial settings

8.3 Warranty Process

1. Contact us with your order number and description of the issue
2. Provide photos or videos demonstrating the fault
3. We will assess the claim and provide a resolution
4. Approved claims receive free repair or replacement

9. Damaged or Lost Shipments

9.1 Damaged in Transit

If your product arrives damaged:

• Document the damage with photos immediately
• Keep all packaging materials
• Contact us within 48 hours of delivery
• We will arrange replacement or refund at no cost to you

9.2 Lost Packages

If your package is lost during shipping:

• Contact us if tracking shows no movement for 7+ days
• We will investigate with the courier service
• If confirmed lost, we will send a replacement or issue a full refund

10. Cancelled Orders

10.1 Before Dispatch

• Orders can be cancelled free of charge before dispatch
• Contact us immediately to request cancellation
• Full refund issued within 3-5 business days

10.2 After Dispatch

• Once dispatched, orders follow the standard return process
• You may refuse delivery and the item will be returned to us
• Refund issued once we receive the returned item
• Original shipping charges are non-refundable

11. Special Circumstances

11.1 Change of Mind

Under UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receipt without giving a reason. This applies to online purchases and is in addition to our 30-day satisfaction guarantee.

11.2 Incorrect Item Received

If you receive the wrong item:

• Contact us immediately with photos
• Keep the incorrect item until we provide return instructions
• We will send the correct item at no additional cost
• Return shipping for the incorrect item is free

11.3 Multiple Items

If your order contains multiple items:

• You can return individual items from the order
• Partial refunds will be issued for returned items only
• Shipping costs are allocated proportionally

12. Refund Denial

We reserve the right to deny refunds in cases of:

• Returns received after 30 days without prior authorization
• Products showing clear signs of use or installation
• Items returned without original packaging or accessories
• Products damaged by customer misuse
• Non-returnable items as outlined in Section 2.2
• Suspected fraudulent activity

If your refund is denied, we will contact you with an explanation and may offer alternative solutions.

13. International Returns

For international orders (outside the UK):

• Return shipping costs and customs fees are the customer's responsibility
• Products must be returned to our UK address
• Extended processing times may apply
• Refunds are issued in GBP to the original payment method

14. Restocking Fee

We generally do not charge restocking fees. However, a restocking fee of up to 20% may apply in the following situations:

• Returns made after 30 days (with prior authorization)
• Large or bulk orders
• Items requiring special handling or testing
• Custom or special-order products

Any applicable restocking fee will be communicated to you before you complete the return.

15. Contact Us for Returns

For any questions about returns, exchanges, or refunds, please contact our customer service team:

16. Policy Updates

We reserve the right to update this Refund Policy at any time. Changes will be posted on our website with an updated "Last Updated" date. Your continued use of our services after changes constitutes acceptance of the updated policy.

For purchases made before policy updates, the policy in effect at the time of purchase will apply.