Refund policy

At Lamp Genie, we value your satisfaction. This policy outlines our return, refund, and cancellation terms in accordance with the Australian Consumer Law (ACL) and applicable international trade regulations.

1. Australian Consumer Guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. Returns

You may request a return within 30 days of delivery. To initiate a return, please contact our support team at: 📧 support@lamp-genie.com

  • Faulty or Damaged Items: If the item is faulty, damaged, incorrect, or does not match the description, we will cover the return shipping costs or provide a prepaid label.

  • Change of Mind: Return shipping costs for change-of-mind returns are the customer’s responsibility.

3. Return Conditions

To ensure a smooth refund process, please note:

  • Items should ideally be returned in their original packaging with all accessories. Under Australian Consumer Law, original packaging is not mandatory for faulty goods, but items must be securely packaged for transit.

  • For change-of-mind returns, products must be unused and in their original condition.

  • If items are returned damaged or with missing parts due to customer handling (beyond reasonable inspection), a partial refund or deduction may apply.

4. Refunds & Processing

  • No Restocking Fees: We do not charge restocking fees.

  • Timeline: Once your return is received and inspected, refunds are processed within 7 business days.

  • Method: Refunds are issued to your original payment method. You will receive an email confirmation once completed.

5. Shipping & Import Duties (Australia)

  • GST: All prices displayed on our website for Australian customers include 10% GST where applicable.

  • Import Duties: Under Australian law, most orders under AUD $1,000 are exempt from additional customs duties. For orders exceeding this amount, any additional import taxes or handling fees imposed by Australian Customs are the responsibility of the customer.

  • Undeliverable Packages: If a package is returned due to an incorrect address or failure to collect, we reserve the right to charge for reshipping costs.

6. Important Notices

  • Return Address: The registered Bristol address is not a return center. Please do not send items there. All returns must be authorized by our team to receive the correct return warehouse address.

  • Inspection: Customers are advised to inspect their order within 48 hours (extended from 24 for better customer experience) and report any issues.