Return Policy

At Lightvel, customer satisfaction matters to us. If you have a problem with your order or wish to return an item, please contact our customer support team for assistance.

1. Right of Withdrawal

For customers in the European Union, you generally have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason, subject to applicable legal exceptions.

To exercise your right of withdrawal, please contact us within the applicable period and clearly state your intention to return your order.

2. How to Request a Return

To request a return:

Contact us at [YOUR CUSTOMER SUPPORT EMAIL].
Include your order number and the item you wish to return.
Explain whether you are exercising your right of withdrawal or reporting a faulty, damaged, or incorrect item.
Wait for our instructions before sending the item back.

Please do not send items to an address without receiving the appropriate return instructions.

3. Return Conditions

Items should be handled only as necessary to establish their nature, characteristics, and functioning. Please keep the original packaging where reasonably possible.

Your statutory consumer rights remain unaffected by this policy. Certain products may be excluded from the right of withdrawal where a legal exception applies.

4. Return Shipping Costs

For a standard change-of-mind return, the customer may be responsible for the direct cost of returning the goods, provided this has been communicated before the purchase where required by law.

If an item is faulty, damaged, or incorrect, please contact us so we can assess the issue and arrange an appropriate solution in accordance with applicable consumer law.

5. Refunds

Once your return has been received or you have provided the required evidence of having sent it back, we will process your refund in accordance with applicable law.

Where the statutory right of withdrawal applies, refunds will generally include the original standard delivery costs, where required by law. Additional costs resulting from choosing a more expensive delivery option may not be refundable.

Refunds will be issued using the original payment method unless otherwise agreed and legally permitted.

6. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you purchased, please contact us at [YOUR CUSTOMER SUPPORT EMAIL] with your order number and, where helpful, photographs of the issue.

We will review your request and assist you with the appropriate remedy under applicable law.