Returns & Replacement Policy
Effective date: 6 November 2026
1. Scope and rights This policy concerns goods ordered from the seller identified in the accepted quotation. The seller’s disclosed commercial return terms supplement this policy but cannot remove a remedy required by law. Lighthouse handles its own services under the Refund Policy. A voluntary change-of-mind return is different from a claim for defective, deficient, spurious, misdescribed, incorrect or improperly delivered goods.
2. Before ordering The quote must state whether change-of-mind returns are offered, any request window, condition/packaging requirements, lawful restocking charges, pickup method, return freight and exclusions. Custom-made, cut-to-size, installed or hygiene-sensitive products may have restricted voluntary returns if clearly disclosed. Those restrictions do not automatically defeat a statutory claim for a defect, wrong goods or misleading description.
3. Delivery inspection and evidence Inspect visible condition, model, quantity and accessories promptly where practical. Record shortages or visible damage on delivery evidence and report with the order ID and proportionate photos. A recommended prompt-reporting window is not a waiver of a later-discovered defect or mandatory right. Do not require an unboxing video as the only acceptable proof. A signed delivery receipt establishes receipt, not irrevocable acceptance of hidden damage or misdescription.
4. Request and decision Submit the order reference, affected items, issue, requested remedy and supporting facts through the order/support route. The responsible seller and Lighthouse should give a case reference, identify any necessary inspection and explain the outcome. If replacement is appropriate, agree the exact item and delivery timing. Do not substitute another brand, finish or model without approval. If replacement is unavailable or law/contract requires a refund, use the Refund Policy.
5. Return logistics Provide written authorisation, safe packing/collection instructions and the destination. For heavy, fragile or installed construction materials, arrange an appropriate collection or inspection method rather than require unsafe self-transport.
Allocate return freight, removal/reinstallation and handling costs according to the cause, accepted terms and mandatory rights. A seller-caused defect or wrong shipment must not attract an undisclosed charge that defeats the remedy. Keep pickup proof. The seller must not delay acknowledgment indefinitely after receiving the goods.
6. Partial and multi-seller orders Assess affected line items and related dependencies. A partial remedy must not ignore an unusable matching set or a necessary accessory where law or the accepted contract requires broader relief. Each seller is responsible for its supply. Lighthouse must make escalation usable across a split order and cannot send the customer in an endless loop between providers.
7. Escalation If refused or delayed, ask for the reason and escalate through the grievance policy with the case reference. Statutory forums and remedies remain available. Product publication, an internal completion status or a supplier’s blanket “no returns” notice does not override them.
8. Classifying a return request Distinguish cancellation before dispatch, non-delivery, transit damage, shortage, wrong item, defective or unsafe goods, misdescription and a voluntary change of mind. Different grounds can carry different remedies and costs. Do not classify a defective product as a discretionary change-of-mind return merely to apply a shorter period or fee. A seller’s voluntary return window must be disclosed before purchase and must not cut off a longer statutory right. Report visible damage promptly to assist investigation, but absence of an unboxing video, immediate complaint or original carton is not an automatic basis to deny a legally valid claim.
9. Inspection, collection and safe handling Provide a case reference and clear collection or return instructions. Identify the authorised collection agent, return address, packaging requirements, proposed inspection and cost allocation. A buyer should not return a hazardous electrical or chemical product through an unsuitable ordinary courier. Record the product identity, quantity, condition and accessories at collection. Keep custody records so a consumer is not unfairly held responsible for loss after an authorised handover. Inspection should be proportionate and completed within the disclosed service period; explain a rejection with evidence. Where installed goods require removal, agree a safe method and allocate necessary costs under the applicable remedy. Do not ask an unqualified homeowner to disconnect wiring, gas, pressurised systems or structural components.
10. Category-specific treatment Custom-cut stone, made-to-measure joinery and personalised goods may be excluded from a voluntary change-of-mind programme where law permits and this was clearly disclosed. Customisation does not remove remedies for defects, incorrect dimensions against the approved specification or misdescription. Opened sanitary or hygiene-sensitive goods require a case-specific assessment of the applicable exception; do not label every bathroom product non-returnable. Installed products, tiles from a particular batch and mixed paint may raise practical issues, but a contractual exclusion cannot defeat mandatory rights. For a partial or multi-seller order, assess the affected lines and any dependent bundle. Do not require the buyer to return unrelated compliant goods unless the lawful remedy concerns the indivisible package. A replacement must match the agreed specification or be separately approved.
11. European and UK distance-contract withdrawal Where EU/EEA or UK withdrawal rules apply, eligible consumers generally have 14 days to communicate cancellation of a distance purchase, subject to the exact statutory starting point and exceptions. The consumer may use any clear cancellation statement; an optional form must not be the only route. Provide the required pre-contract information and confirmation in a durable form. After valid cancellation, apply the local return and refund periods, standard-delivery reimbursement and any lawful withholding pending return or proof. Tell the consumer before purchase if they must pay ordinary return costs, including an estimate where bulky goods cannot normally be returned by post. A statutory defect remedy has different cost rules. Do not use an automatic blanket waiver for digital services, downloads or early-started professional services. Obtain the specific express request, acknowledgment and other conditions required before relying on loss of withdrawal rights. Country-specific counsel must confirm the exact flow before that feature launches.
12. Other destinations and escalation Australian mandatory remedies depend on whether a failure is major or minor and other statutory conditions, not solely on the seller’s return window. US and Canadian rules vary by state or province and transaction; no universal global cooling-off period is promised. If collection, inspection or replacement fails, escalate rather than restarting the case repeatedly. Explain the decision and available refund or statutory route. Keep order, consent, collection, inspection and remedy records under the retention schedule.
13. Request record and classification A return request should identify the order and affected lines, the problem, when it was discovered and the remedy sought. Photographs, labels and delivery records may help, but Lighthouse and the responsible seller will not impose an evidence requirement that is impossible, unsafe or disproportionate. A missing unboxing video does not automatically defeat a legitimate claim.
Requests are assessed separately as defective or unsafe supply, wrong or short supply, transport damage, non-delivery, misdescription, qualifying statutory withdrawal, or voluntary change of mind. Different rules may apply to each. The decision must not reclassify a seller-caused problem as voluntary cancellation merely to impose deductions.
14. Preserving goods and inspection access Pending instructions, keep the affected goods reasonably safe and avoid unnecessary alteration where practicable. This obligation does not require retaining hazardous goods in an unsafe location or continuing to use a suspect product. Reasonable use necessary to discover a defect must be assessed under the applicable rights. An inspection appointment should identify the authorised person, purpose and any access requirements. The inspector must respect the premises and avoid collecting unrelated photographs or personal information. If destructive testing is proposed, explain why it is necessary and obtain appropriate agreement while preserving applicable rights.
15. Collection, transit and failed pickups The responsible party must explain the collection method, packaging requirements, carrier and allocation of lawful costs. Original packaging may assist safe transport but must not be treated as a universal prerequisite for a statutory remedy. Suitable alternative packaging or professional collection should be considered for bulky or installed goods. When the agreed carrier takes possession, provide an acknowledgment identifying the items and visible condition. If collection fails, record why and reschedule reasonably. A seller must not repeatedly miss collection and then reject a request as out of time. Responsibility for subsequent loss follows the law and the actual collection arrangement.
16. Replacement and incompatible alternatives An approved replacement should match the contractual specification or another remedy lawfully agreed with the buyer. Different shade lots, dimensions, finishes, connectors or accessories can be material. The buyer must receive enough information to decide whether an offered alternative is acceptable. A replacement's delivery, installation and warranty treatment must be explained. If repeated replacement fails or a suitable item cannot be supplied within the applicable reasonable or legal period, consider the available refund or other remedy. A seller's preference for replacement cannot override a right to a different remedy.
17. Custom goods, consumables and installed materials Any voluntary change-of-mind exclusion for custom goods, opened consumables, cut materials or hygiene-sensitive items must be disclosed before purchase and applied only within its lawful scope. Such an exclusion does not excuse wrong dimensions, defects, counterfeit goods or a product that was misdescribed. Installation does not automatically prove satisfactory quality, especially for a latent defect. The parties should assess whether installation was reasonable, whether the defect was discoverable beforehand and which removal or reinstatement costs must be borne under law or contract. Do not require a consumer to accept unsafe self-removal.
18. Partial returns and settlement For multi-seller orders, identify the seller and return authorisation for each item. Returning one seller's goods must not automatically cancel unrelated accepted supplies. Bundle adjustments must be transparent and must not invent charges that eliminate a lawful refund. The closing communication should identify items received, inspection outcome, replacement or refund action, any lawful supported deduction and the escalation route. The user may contest the outcome without deleting a genuine review or relinquishing unrelated claims. The Refund and Warranty Policies apply alongside this procedure.