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Customer satisfaction is our long-term pursuit and concern. We want you to shop with confidence. That’s why we provide guarantees that ensure you’ll receive your item on time and as described.
Sometimes things don’t quite work out. We understand that, and in the unfortunate circumstance that you need to return your goods, we’ll make it easy.
OUR 10-DAY WARRANTY
All products come with a FREE replacement warranty for 10 days from delivery. IF your purchase item is defective/damaged, please contact us within 10 days of receiving your order - we will make sure that all of your issues are resolved.
For defective or damaged products, please take photos or videos and email us at email@example.com - we will replace or refund your purchase after confirmation.
PLEASE NOTE: This policy does not cover misuse, accidental damage, water damage, or any abuse of the purchased product.
If you did not receive the product within the firmly guaranteed maximum time (35 days not including 2-5 day processing) you can request a refund or a reshipment and we will process it right away, no questions asked. If you received a wrong order or your package is arrived broken, you may also request a refund or reshipment with the picture of your defective items, we will return/reship to you right away, and again, no questions asked. And with totally 100% free returns.
We will not make a refund or reshipment if:
- Your order did not arrive due to factors within your control (i.e providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of MilkyWay Lighting (i.e. not cleared by customs, delayed by a natural disaster, diseases).
*You can submit refund requests within 15 days after the guaranteed period for delivery (40 days) has expired. You can do it by sending a message on Contact Us page or email us at firstname.lastname@example.org.
RETURNS & REFUNDS
Our policy lasts 50 days. If 50 days have gone by since delivery, unfortunately, we can't offer you a refund or exchange.
In order to receive your refund please follow the steps below:
Products can only be returned if they are still in their original condition and packaging. Used products or products damaged by the customer will not be eligible for a refund.
200 Docks Corner Road, Suite 221
Dayton, NJ 08810
Please Request your Return Request by emailing email@example.com with detailed reason for return and pictures or a video of the product that supports your reason. Upon approval, we will guide you through the return process.
To assure your refund please use trackable mail service, we will not be responsible for lost or missing packages. (You will be responsible for paying for your own shipping costs for returning your item). Shipping costs are non-refundable. Please make sure you send the item back as a gift as we don't cover custom fees for returns)
Upon the receipt of your package, your products will be examined and a full refund will be issued to your original method of payment. A refund receipt will be emailed to the email address you used when making your original purchase.
There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
- Several types of goods are exempt from being returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com.
Sale/Promotion items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
CAN I CANCEL MY ORDER AFTER IT HAS BEEN PLACED?
Unfortunately, we are unable to cancel your order once it has been processed and/or shipped. If you cancel your order BEFORE it has been processed and/or shipped, you will be assessed a 20% cancellation fee to cover restocking fees and the charges assessed to us for refunds by the credit card companies.
Buyer no longer wants the items - this is the most common example which we cannot honor if we want to continue offering great value at MilkyWay Lighting L.L.C. The buyer should make sure he or she wants to buy the items before submitting an order, not after. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.
Buyer found items cheaper somewhere else - Buyer should be confident that he or she is ready to pay the asking prices before submitting an order. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.