Refund Policy

1. Return Eligibility

30-Day Return Window

You may request a return within 30 calendar days after delivery. Return requests submitted after this period cannot be accepted.

Eligible Non-Quality Returns

For a non-quality-related return, the item must be:

• Unused and undamaged; products that have been used or tried are not eligible for non-quality-related returns
• In its original packaging
• Returned with all included accessories, manuals, and components
• In resalable condition

We may refuse or reduce a refund for items returned incomplete, damaged, used, altered, or not in their original condition, where permitted by applicable law.

Items That Are Not Eligible for Return

We do not accept returns for:

• Items returned without prior authorization from Lightenwells
• Items damaged through misuse, accidents, improper handling, unauthorized modification, or use contrary to the product instructions
• Items missing original packaging, accessories, manuals, or included components
• Items returned after the 30-day return window

2. How to Request a Return

To request a return, please use the customer-support contact details in Section 7 and include:

• Your order number
• The email address used to place the order
• The product name
• Your reason for requesting a return
• Photos or videos of the item if it is damaged, defective, or incorrect

We will review your request and confirm whether it is eligible for return.

If your return request is approved, Lightenwells will send a Return Authorization Form, the specific return address, and return instructions to the email address used for your order.

Our usual return destination is in the United States. Please contact us before returning an item. We will provide the specific authorized return address and instructions after approving your request.

3. Return Shipping Costs

Non-Quality-Related Returns

If you are returning an item because you changed your mind, selected the wrong item, no longer need the item, or for another non-quality-related reason, you are responsible for return shipping costs. Our usual return destination is in the United States.

We do not charge a restocking fee.

Defective, Damaged, or Incorrect Items

If an item arrives damaged, defective, or incorrect, please contact us promptly with your order information and clear photos or videos of the issue.

After review, Lightenwells will provide an appropriate solution. Depending on the circumstances, this may include a prepaid return label, collection arrangement, replacement product, replacement part, or refund.

4. Return Inspection and Refunds

Inspection and Refund Timing

For an authorized return that meets our Return & Refund Policy, we will complete the inspection and initiate your approved refund within 2 business days after we receive the returned item.

You will receive the refund to your original payment method within 3 business days after the refund is initiated. This means the total time from our receipt of an eligible authorized return to refund receipt is up to 5 business days.

Business days are Monday through Friday, excluding public holidays. Five business days normally correspond to up to 7 calendar days when no public holidays occur.

If you have not received your refund within this timeframe, please contact your payment provider and our customer-support team using the details in Section 7.

Original Shipping Costs

Original shipping charges, if any, are non-refundable for non-quality-related returns. This does not affect your rights where an item is defective, damaged, incorrect, or where applicable law requires otherwise.

5. Exchanges

Lightenwells accepts eligible exchange requests within 30 calendar days after delivery.

For a non-quality-related exchange, the customer is responsible for the shipping costs to return the original item and the shipping costs for the replacement item.

For a defective, damaged, or incorrectly shipped item, Lightenwells will review the issue and provide an appropriate solution.

Please contact us before returning an item for exchange so that we can provide the appropriate instructions.

6. Order Cancellations

You may request to cancel an order before it has shipped by using the customer-support contact details in Section 7.

If we confirm the cancellation before shipment, we will issue a full refund to the original payment method. Once an order has shipped, it cannot be cancelled. You may instead request a return after delivery in accordance with this Policy.