At LakDlights, we want customers to receive the correct product in proper working condition. If we make an error, or a product reaches you damaged, defective or materially different from what was ordered, we will work to resolve the matter fairly in accordance with this policy and applicable law.
At the same time, lighting and electrical products can be damaged by incorrect installation, cutting, wiring, voltage, power supplies or handling. This policy therefore includes reasonable verification procedures designed to protect both customers and LakDlights.
1. ELIGIBLE CLAIMS
Subject to verification, a replacement, refund or other appropriate remedy may be available where:
- the wrong product was supplied;
- the product was materially damaged during delivery;
- an item or component that should have been included is missing;
- the product has a manufacturing defect;
- the product is materially different from its description or agreed specification; or
- another remedy is required under applicable consumer law.
2. REPORTING A PROBLEM
For visible physical damage, wrong products, missing items or similar delivery-related issues, please contact LakDlights as soon as reasonably possible and preferably within 48 hours of delivery.
For a product that appears to have a functional or manufacturing defect, please contact us within the applicable return or warranty period stated for that product.
A short reporting period for visible delivery damage helps us verify courier-related claims. It does not remove any right that cannot lawfully be limited.
Please provide:
- order number;
- description of the problem;
- clear photographs of the product;
- photographs of the outer and inner packaging where relevant;
- shipping label where relevant; and
- a short video demonstrating the issue where reasonably necessary to diagnose a functional problem.
We will not demand evidence that is unnecessary or unreasonable for the type of claim being made.
3. UNBOXING VIDEO
We strongly recommend recording a continuous unboxing video for valuable, fragile or multi-item orders.
An unboxing video can significantly assist in resolving claims involving missing items, wrong products, transit damage or package tampering.
However, absence of an unboxing video will not automatically invalidate an otherwise genuine claim where the issue can reasonably be verified through other evidence.
4. CHANGE-OF-MIND RETURNS
Unless specifically stated on the relevant product page, LakDlights does not ordinarily accept returns solely because:
- the customer changed their mind;
- the customer ordered the wrong size, length, wattage, colour temperature, voltage or model;
- the product does not suit the customer's décor or installation after ordering;
- the customer no longer requires the product; or
- the customer found the product cheaper elsewhere.
This does not apply where the product supplied is defective, damaged, incorrect, materially different from its description, or where applicable law requires a remedy.
Customers should carefully check product specifications before ordering and contact us before purchase if compatibility is uncertain.
5. INSTALLED, CUT OR MODIFIED PRODUCTS
LED strips, profiles, wires and other lighting products that have been cut, soldered, drilled, glued, painted, permanently installed, materially modified or altered generally cannot be returned for change-of-mind or compatibility reasons.
Where reasonably possible, please test the product before cutting or permanent installation.
If a manufacturing defect existed before installation or modification, contact us and we will assess the claim based on the circumstances and available evidence.
6. CONDITIONS FOR NON-DEFECTIVE RETURNS
Where LakDlights expressly approves a discretionary return of a non-defective product, the product should ordinarily be:
- unused;
- uninstalled;
- unmodified;
- in resalable condition;
- returned with supplied accessories and components; and
- returned in its original packaging where reasonably possible.
LakDlights must approve such a return before the product is shipped back.
7. DEFECT VERIFICATION
For a claimed functional defect, our support team may first ask the customer to perform reasonable troubleshooting steps.
This may include checking the power supply, driver, connections, polarity, voltage or other relevant installation conditions.
Where necessary, we may request that the product be returned for inspection.
If inspection confirms a manufacturing defect, LakDlights will provide the appropriate remedy in accordance with this policy and applicable law.
If inspection establishes that the product is functioning correctly and the problem arose from incompatible equipment, incorrect voltage, incorrect installation, misuse or physical modification, the claim may not qualify as a product-defect claim.
8. RETURN PRODUCT VERIFICATION
Every returned item may be checked against our order and dispatch records.
LakDlights may verify product type, model, quantity, serial numbers or identification markings, accessories and condition.
A refund or replacement may be refused where evidence reasonably establishes that:
- the returned item is not the item supplied by LakDlights;
- a different, older, counterfeit or substituted item has been returned;
- serial numbers or identification markings have been deliberately altered or removed;
- damage was deliberately caused after delivery;
- the product was materially damaged through misuse or incorrect installation;
- accessories or components have intentionally been removed from the returned package; or
- the claim otherwise involves deliberate fraud or material misrepresentation.
This provision is intended to prevent fraudulent returns and does not affect genuine claims.
9. WRONG OR MISSING PRODUCT CLAIMS
If you receive a product different from what you ordered, please retain the product and packaging and contact us promptly.
Do not install, cut or modify an incorrectly supplied product after discovering the error.
For missing-item claims, LakDlights may review available packing records, shipment weight, product records and customer-supplied photographs or video before deciding the claim.
10. RETURN SHIPPING
Where LakDlights confirms that an incorrect, defective or damaged product was supplied and a return is required, LakDlights will arrange or reimburse reasonable return shipping as appropriate.
For a discretionary return that is not caused by a LakDlights error or product defect, return shipping and original delivery charges may be borne by the customer where permitted by law and disclosed before the return is accepted.
Products should not be sent back without first contacting LakDlights and obtaining return instructions.
11. REPLACEMENTS
Where a replacement is approved, we will normally dispatch the replacement after the returned item has been received and verified, unless we agree otherwise.
If the same product is unavailable, we may offer the customer an appropriate alternative or refund, as applicable.
We will not substitute a materially different product without the customer's agreement.
12. REFUNDS
Once an approved return has been received and verified, the refund will be initiated through the original payment method wherever reasonably possible.
Bank, card, UPI or payment-gateway processing times are outside LakDlights' direct control after the refund has been initiated.
Where an order is partially returned, only the amount attributable to the approved returned item and any other amount required under applicable law will be refunded.
13. CANCELLED ORDERS
An order may be cancelled before dispatch where our order-processing system permits cancellation.
Once an order has been packed, handed to the courier or dispatched, cancellation may no longer be possible.
If a dispatched order is refused without a valid reason and returned to us, reasonable shipping and return-to-origin costs actually incurred by LakDlights may be deducted from any discretionary refund where permitted by law.
14. COD AND REPEATED DELIVERY REFUSALS
Customers placing Cash on Delivery orders are expected to provide accurate contact and delivery information and to accept legitimate orders placed by them.
Where an account repeatedly places COD orders and refuses delivery without reasonable cause, provides false delivery information, or otherwise demonstrates deliberate misuse, LakDlights may restrict COD availability or require prepaid payment for future orders.
This will not affect any genuine complaint concerning an incorrect, damaged or defective shipment.
15. PAYMENT DISPUTES AND CHARGEBACKS
If you believe a transaction is incorrect, please contact LakDlights so that we can investigate and attempt to resolve the matter.
Nothing in this policy prevents a customer from legitimately disputing an unauthorised or incorrect transaction with their bank or payment provider.
However, knowingly making a false statement to a bank, payment provider or LakDlights in order to obtain both the goods and a reversal of payment may constitute fraud. LakDlights reserves the right to provide relevant transaction, delivery and communication records to payment providers or competent authorities when lawfully required.
16. ABUSIVE OR FRAUDULENT RETURN ACTIVITY
LakDlights may maintain reasonable records of returns, replacements and refund claims for fraud prevention, customer service and legal compliance.
Where there is reasonable evidence of deliberate return fraud or repeated material abuse, we may restrict future orders, disable COD or promotional privileges, or refuse fraudulent claims, subject to applicable law.
A high number of legitimate claims by itself will not be treated as proof of fraud.
17. CUSTOMER RESPONSIBILITY
Customers are responsible for selecting products suitable for their intended application and for following stated installation and electrical specifications.
In particular, customers should confirm applicable:
voltage • wattage • power supply/driver requirements • polarity • dimensions • colour temperature • IP/waterproof rating • installation method • compatibility
before installation.
Please contact LakDlights before purchasing if you need clarification about a product specification.
18. CONSUMER RIGHTS
This policy is intended to provide a fair process for both LakDlights and its customers.
Nothing in this policy excludes, restricts or overrides any statutory right or remedy available to a consumer under applicable Indian law.
Where any provision of this policy conflicts with a mandatory requirement of applicable law, that legal requirement will prevail.
19. CONTACT US
For returns, replacements, damaged products or order-related assistance, please contact:
LakDlights Website: lakdlights.com WhatsApp / Customer Support: +91 7976076361
Please include your order number when contacting us so that we can assist you efficiently.
