Refund and Returns Policy

Website page: https://lighthouseinfra.com/refund-and-returns-policy/ Consolidated review version | 19 October 2026

1. Purpose and relationship to detailed policies This page brings together Lighthouse’s Returns & Replacement Policy (P11), Refund Policy (P12) and relevant Warranty Policy (P10) provisions. It is the customer-facing entry point, not a second set of reduced rights. Interpret these documents consistently; mandatory legal rights prevail. The seller named in the accepted order supplies the goods unless the contract expressly says otherwise. Lighthouse handles complaints concerning its own services and assists with routing product complaints to the responsible party.

2. What to check before purchasing Review product specifications, quantities, units, final price, cancellation terms, return eligibility, collection arrangements, warranty and any custom-order approval requirements. Change-of-mind return windows and charges, if offered, must be disclosed before purchase. Different suppliers and product categories may have different lawful terms. No universal free-return period, cancellation fee or fixed refund-processing period is created by this page.

3. Cancelling before dispatch or production Send the order reference and cancellation request as soon as possible. The seller should confirm whether the order has been accepted, dispatched, specially procured or released to production and explain the consequence. Any proposed deduction must have an applicable contractual and lawful basis and be explained. Do not assume an RFQ is a purchase or that simply deleting your account cancels an accepted order. A cancellation request is not confirmation that cancellation has been completed.

4. Change-of-mind returns A return because an item is no longer wanted depends on the disclosed offer and applicable law. Unused condition, packaging, accessories and return timing may be relevant to an optional change-of-mind programme. Custom-made, cut-to-size, mixed, installed or specially sourced products may have restrictions. These restrictions do not automatically defeat a claim that goods were defective, misdescribed or supplied contrary to the accepted order.

5. Wrong, defective, damaged or incomplete goods Report the issue promptly to the seller and contact@lighthouseinfra.com. State the order and invoice reference, product or SKU, affected quantity, date received, problem and remedy sought. Include photographs, delivery records and other reasonably available evidence.

Appropriate remedies may include the missing supply, repair, replacement, return or refund according to the facts and applicable rights. Do not install a visibly unsuitable or unsafe product merely to demonstrate the defect.

6. Inspection and evidence Reasonable inspection may be needed to identify the cause and suitable remedy. Evidence requests should be proportionate; a missing unboxing video, opened packaging or delivery signature must not be treated as an automatic rejection of every valid claim. For a hidden defect, explain when it became apparent. Preserve relevant batch and serial information. You should not be required to arrange unsafe dismantling or incur substantial inspection costs without a clear agreement on responsibility.

7. Return authorisation and collection Confirm the collection address, responsible carrier, safe packing requirements, included accessories and any collection costs before dispatching goods. Keep the return reference and handover proof. An authorisation procedure helps route the goods but does not extinguish a valid legal right. If collection fails, record the attempt and request a revised arrangement; do not treat a seller’s failed pickup as the buyer abandoning the claim.

8. Costs and responsibility Who bears return freight, inspection, removal and reinstallation costs depends on the cause, agreed scope and applicable law. An optional change-of-mind return may involve disclosed charges. A valid seller-error or defect claim must not automatically be charged to the customer. Any proposed restocking fee, usage deduction or transport deduction must be explained with its basis and calculation. Undisclosed penalties and automatic forfeiture of the entire payment are not authorised by this policy.

9. Replacement and repair A replacement should match the agreed specification unless you approve an alternative. Confirm availability, timing, any price adjustment and warranty treatment. A repair should address the reported defect through an appropriate qualified provider. If a replacement is unavailable or a proposed repair fails to provide the remedy required by law, explain the remaining options. Do not repeatedly close the complaint merely by forwarding it to another party.

10. Refund calculation A refund confirmation should identify the affected order lines, quantity, product amount, applicable tax adjustment, treatment of delivery or service charges and any lawful deduction. A partial refund must explain what remains supplied or disputed.

Discounts, bundles and promotional benefits must be treated transparently using the original accepted terms, without creating a new retrospective penalty. Where an invoice correction or credit note is needed, the responsible supplier should provide it.

11. Refund payment and tracking The party responsible for returning the money should confirm approval, amount, payment method and expected processing period. Refunds should ordinarily return through the original authorised route; an alternative requires appropriate verification and agreement. Approval, initiation and settlement are different stages. Payment-provider processing may add time. If the stated period passes, request the transaction or refund reference and an investigation rather than resubmitting unrelated bank documents. Never provide an OTP, PIN or password to receive a refund. Independently verify unexpected requests to pay a fee to release it.

12. Services, subscriptions and platform charges Product returns do not automatically cancel a separate professional engagement or subscription. The accepted scope and plan terms govern service cancellation and any lawful refund, subject to mandatory rights. Where a store or another payment provider manages a subscription, use its applicable cancellation or refund process. Lighthouse remains responsible for its own disclosures and cannot use another provider’s involvement to avoid its own duties.

13. Warranty and installed products Manufacturer warranty, seller obligations and statutory remedies are distinct. Review whether labour, removal, transport and reinstallation are included. Installation alone does not automatically erase every remedy, but misuse or unrelated installation damage must be assessed separately from a manufacturing defect.

14. Disputes and support If a remedy is refused, request the reason and supporting basis. Escalate unresolved matters through https://lighthouseinfra.com/dispute-resolution/. Internal review does not remove access to lawful consumer or other remedies. Support: contact@lighthouseinfra.com | https://lighthouseinfra.com/support/.