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Zora Lighting takes great pride in our reputation for quality, and if for any reason you are dissatisfied with your purchase, we will assist you with refund or an exchange/credit option. However, you can only return any item within 30 days of purchase date if the item is unused, unhandled, with the original packing and accessories still attached; which must be in its original condition.
You are entitled to choose a refund, repair, exchange or credit if the products you have bought are:
- Significantly different to those shown or described to you.
We are happy to exchange/credit an item providing that:
- An email notification with the subject as, Exchange Refund/Return Credit Request. You must also received approved return authorisation letter from us, without it we are unable to proceed further. The item must be returned within 14 days of the initial contact date, in its original packaging, in an unmarked condition and with your receipt as proof of purchase, if you have it.
- Changing your mind on products may be subject to credit or exchange of goods only, we will assess case by case.
- Orders for non-standard or custom-made items cannot be cancelled once production has been scheduled for manufacturing or after required materials have been purchased.
- An email notification, with the subject, Return Credit, will only be allowed provided that the goods are returned in its original, unmarked condition and that the packaging is in its received condition, so that we can re-shelf it, ready for the next order. Please aware that the cost of delivery itself may not returnable (the online price includes freight charges).
- Most items are returnable, except custom-made items.
- No refunds, exchange or credit of domestic and international air freight charges incurred by DHL, EMS and other similar carriers.
- No refunds, exchange or credit can be given for items that are previously been handled with, installed, soiled, damaged or broken. This includes items that are not in its original packaging.
Customers have to arrange their own carrier service and customers are responsible and liable for the freight charges and any insurance charges or matters associated with the return. Once we have received the returned items, we will examine the returned items according to our policy. Once we have completed the procedure, we will then issue the exchange/credit, minus restocking fee according to our return policy within 96 hours.