Refund & Returns Policy

1. Introduction

At RGB Lighting Store, we are committed to your complete satisfaction with our RGB lighting products. We understand that sometimes products may not meet your expectations, and we want to make the returns and refunds process as straightforward as possible.

This Refund Policy outlines our procedures for returns, exchanges, refunds, and warranties. Please read this policy carefully before making a purchase. If you have any questions, please contact us at info@rgblightingstore.com or call +443907394811.

2. Your Consumer Rights

As a UK-based retailer, we comply fully with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. You have statutory rights that cannot be excluded or limited by this policy, including:

• The right to return products within 30 days of receipt
• The right to a refund if products are faulty or not as described
• The right to a repair or replacement for products that develop faults within the warranty period
• The right to cancel your order during the 14-day cooling-off period

3. 30-Day Return Policy

3.1 Eligibility for Returns

You may return most products purchased from RGB Lighting Store within 30 days of receipt for a full refund, provided that:

• The product is unused and in its original condition
• The product is in its original packaging with all accessories, manuals, and documentation
• All protective films, seals, and tags remain intact
• The product has not been installed, mounted, or altered in any way
• You provide proof of purchase (order number or receipt)

3.2 Non-Returnable Items

The following items cannot be returned unless faulty:

• Products that have been used, installed, or connected to power
• Products with broken seals or missing parts
• Custom-made or personalized items
• Products damaged through misuse or negligence
• Sale or clearance items (unless faulty)
• Products without original packaging

4. How to Initiate a Return

4.1 Contact Us

To start a return, please contact our customer service team:

• Email: info@rgblightingstore.com
• Phone: +443907394811 (Mon-Fri, 9:00 AM - 6:00 PM)
• Online: Through the contact form on our website

Please provide:

• Your order number
• The product(s) you wish to return
• Reason for return
• Photos of the product (if applicable)

4.2 Return Authorization

Once we receive your return request, we will:

• Review your request within 24 hours
• Issue a Return Authorization Number (RAN)
• Provide return shipping instructions
• Send you a return label (if eligible for free returns)

4.3 Packaging and Shipping

To return your product:

• Pack the product securely in its original packaging
• Include all accessories, cables, manuals, and documentation
• Include a copy of your order confirmation or receipt
• Write the Return Authorization Number clearly on the outside of the package
• Ship the package to the address provided by our customer service team

Return Address:
RGB Lighting Store Returns Department
13 Harley Fords
Patelmouth PE25 2RA
United Kingdom

5. Return Shipping Costs

5.1 Free Returns

We provide free return shipping in the following cases:

• The product is faulty or defective
• You received the wrong item
• The product is not as described on our website
• The product arrived damaged

5.2 Customer-Paid Returns

You are responsible for return shipping costs if:

• You changed your mind about the purchase
• You ordered the wrong product
• The product does not fit your requirements

We recommend using a tracked shipping service and retaining proof of postage, as we cannot be responsible for items lost in transit.

6. Inspection and Processing

6.1 Inspection Process

Once we receive your return, we will:

• Inspect the product within 2-3 business days
• Verify that it meets return eligibility criteria
• Check for completeness and condition
• Send you an email confirmation of receipt and inspection results

6.2 Rejected Returns

Returns may be rejected if:

• The product shows signs of use or installation
• The product is damaged due to misuse
• Original packaging or components are missing
• The return was not authorized in advance
• The 30-day return window has passed

If your return is rejected, we will contact you with options to either have the item returned to you (at your expense) or dispose of it.

7. Refunds

7.1 Refund Processing Time

Once your return is approved, we will process your refund within:

• 2-3 business days for inspection approval
• 5-10 business days for the refund to appear in your account

Total processing time is typically 7-14 business days from when we receive your return.

7.2 Refund Method

Refunds will be issued to the original payment method:

• Credit/debit card: Refund to the card used for purchase
• PayPal: Refund to your PayPal account
• Bank transfer: Refund to the account from which payment was made

7.3 Refund Amount

Your refund will include:

• The full product price
• Original shipping costs (if the return is due to our error or a faulty product)

Your refund will NOT include:

• Return shipping costs (unless the return is due to our error)
• Any customs duties or import taxes (for international orders)

7.4 Partial Refunds

Partial refunds may be issued in cases where:

• The product shows minor signs of use
• Parts or accessories are missing
• The original packaging is damaged
• The return is outside the 30-day window but still eligible under warranty

8. Exchanges

8.1 Product Exchanges

If you wish to exchange a product for a different model or color:

• Contact us to arrange a return of the original item
• Place a new order for the desired product
• Once we receive and approve your return, we will refund the original purchase

We recommend placing the new order separately to ensure product availability and faster delivery.

8.2 Faulty Product Exchanges

If your product is faulty, we will:

• Send a replacement immediately upon verification of the fault
• Cover all shipping costs for the exchange
• Expedite delivery of the replacement product

9. Faulty or Damaged Products

9.1 Reporting Faults

If you receive a faulty or damaged product, please contact us immediately (within 48 hours of delivery) with:

• Your order number
• Description of the fault or damage
• Photos or videos showing the issue
• Photos of the packaging (if damaged in transit)

9.2 Our Response to Faulty Products

For faulty or damaged products, we will offer:

• Replacement: A brand new replacement product sent free of charge
• Repair: Professional repair if the product is repairable
• Full Refund: Complete refund including original shipping costs

You choose your preferred option, and we will arrange it at no cost to you.

10. Warranty Coverage

10.1 Standard Warranty

All RGB Lighting Store products come with a 2-year warranty covering:

• Manufacturing defects
• Defects in materials or workmanship
• Component failures under normal use
• LED failures or significant color degradation

10.2 Warranty Claims

To make a warranty claim:

• Contact our customer service within the warranty period
• Provide proof of purchase and description of the issue
• Send photos or videos demonstrating the problem
• Follow our troubleshooting instructions

10.3 Warranty Exclusions

The warranty does not cover:

• Normal wear and tear
• Accidental damage
• Misuse, abuse, or negligence
• Improper installation or electrical connections
• Damage from power surges or incorrect voltage
• Unauthorized modifications or repairs
• Damage from water, moisture, or environmental factors
• Commercial or industrial use (unless specified)

11. Cancelled Orders

11.1 Cancellation Before Shipping

You may cancel your order before it ships by contacting us immediately. If successful:

• You will receive a full refund within 5-7 business days
• No cancellation fees will apply

11.2 Cancellation After Shipping

If your order has already shipped, you cannot cancel it but can return it under our 30-day return policy once received.

12. 14-Day Cooling-Off Period

Under UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving the product, for any reason, without penalty. This is in addition to our 30-day return policy.

To exercise this right:

• Notify us within 14 days of receiving the product
• Return the product within 14 days of your cancellation notice
• The product must be unused and in original packaging

13. Refund for Services

If we provide installation services, consultations, or other services:

• Services cannot be refunded once completed
• Cancellations before service delivery may be subject to a cancellation fee
• Unsatisfactory service will be remedied at no additional cost

14. International Returns

For international orders (if applicable):

• Return policies may vary by country
• Customers are responsible for return shipping costs and any customs duties
• Refunds exclude international shipping charges
• Processing times may be longer for international returns

15. Contact Us About Returns

If you have questions about returns, refunds, or exchanges, our customer service team is here to help:

16. Changes to This Policy

We reserve the right to update this Refund Policy at any time. Changes will be effective immediately upon posting to our website with an updated "Last Updated" date. Your continued use of our services after changes constitutes acceptance of the revised policy.

17. Dispute Resolution

If you are not satisfied with how we have handled your return or refund, you may:

• Contact our customer service manager for escalation
• Use the Citizens Advice consumer service
• Refer the matter to the Financial Ombudsman Service (for payment disputes)
• Use an Alternative Dispute Resolution (ADR) scheme

18. Additional Information

Please note:

• We reserve the right to refuse returns that do not meet our eligibility criteria
• Refunds are subject to successful inspection of returned items
• We are not responsible for items lost or damaged during return shipping unless we provided the shipping label
• This policy does not affect your statutory rights as a consumer under UK law

Thank you for choosing RGB Lighting Store. We appreciate your business and are committed to ensuring your complete satisfaction with our products and services.