Return policy

Dear LightStart Customer,

Thank you for choosing LightStart, a creative technology lighting brand. We understand that purchasing lighting products online—especially those combining smart technology and artistic design—requires complete trust and protection. Therefore, we have developed this clear, fair, and fully compliant with European law refund policy.

Whether you change your mind or receive a defective product, LightStart is committed to providing you with a simple, cost-free refund experience. All refunds are consistent with our Direct Delivery (DDP) policy: the price you paid is the base amount we will refund you.

I. Your Statutory Right of Withdrawal (14-Day No-Reason Return)

Under EU law, you, as a consumer, have a 14-day no-reason cooling-off period.

1.1 Withdrawal Period
14 calendar days are calculated from the date you (or your designated third party, not the carrier) actually receive the goods.

If you order multiple products at once and ship them in batches, the withdrawal period begins from the date of receipt of the last product.

If the last day of the withdrawal period falls on a public holiday or weekend, it will automatically be extended to the next business day.

1.2 Applicable Products
All LightStart Creative Technology Lights are eligible for the 14-day withdrawal right.

Exceptions (not eligible for withdrawal):

Products customized or significantly personalized according to your requirements (such as lampshades engraved with specific text or patterns).

Software or firmware upgrade cards in sealed packaging cannot be returned once opened.

Specific products that are unsuitable for return for hygiene reasons (e.g., eye mask-style phototherapy lamps that come into direct contact with skin and whose seals have been broken).

These exceptions will be clearly marked on the product page.

1.3 How to Exercise the Withdrawal Right
You do not need to use a specific form, but we recommend clearly informing us of your decision via email. Please send to:
onlinesupport@lisahartke.com
Subject: Withdrawal Request – Order No. XXXXX
Email Content Template:
I, [Name], hereby request the withdrawal of the following products from order [Order No.]:

[Product Name and Quantity]
Order Date: [Date]
Receipt Date: [Date]
Please provide the return address and required documents.

We will reply with return instructions via email within 48 hours of receiving your withdrawal notice.

II. Return Conditions and Responsibilities

2.1 Product Condition Requirements (14-Day Withdrawal Right)

To ensure you receive a full refund, the returned product must:

Retain its original packaging (LightStart box, internal cushioning materials, instruction manual, accessories, etc.).

It must not have been excessively used or damaged. You may only open the packaging and test the lighting effect by "reasonable inspection in the store". Do not install the light outdoors, immerse it in liquid, remove electronic components, or tear off tamper-evident labels.

All accompanying cables, remote controls, magnetic accessories, etc., must be intact and undamaged.

If the product depreciates due to wear and tear beyond the scope of "reasonable inspection," we reserve the right to deduct the corresponding amount from the refund (e.g., severe scratches on the casing, broken lampshade, broken cable).

2.2 Return Shipping Costs (14-Day Withdrawal Right)
You will be responsible for the return shipping costs. We recommend using a trackable, insured shipping method, as you assume the risk of loss during the return journey.

We will provide the address of our local European return warehouse in our reply email to reduce your shipping costs.

2.3 Exception: Returns Due to Product Quality Issues

If you receive a product with a manufacturing defect or shipping damage (not caused by you), a quality defect return applies (see Part IV), in which case LightStart will cover the return shipping costs.

III. Refund Process and Amount

3.1 Refund Time
After receiving and verifying the returned product, we will initiate a refund within 14 calendar days.

The refund will be returned to your original payment method. If you paid using a gift card, the refund will be credited to your gift card balance. 3.2 Refund Amount (14-Day Withdrawal Right)

We will refund the full price of the product you paid.

Non-refundable: Return shipping costs (borne by you).

No deductions: Any replacement fees, handling fees, or repackaging fees.

3.3 Partial Refund Circumstances

If the returned product has any of the following conditions, we will deduct a percentage of the refund amount:

Severely missing original packaging (e.g., missing power adapter): 30% deduction

Product shows obvious signs of use (unremovable stains, scratches): Up to 50% deduction of the product value

Product damaged during return due to improper packaging: Deduction may be made depending on the circumstances, or a refund may be refused and the product returned to you (shipping costs borne by you).

We will send you an email after inspection explaining the reason for the deduction and the amount, along with photos.

IV. Product Defects or Shipping Damage – Refund/Exchange Policy

If you receive a product with manufacturing defects (such as dead LEDs, malfunctioning control board) or physical damage caused by shipping (such as broken glass cover, cracked casing), the shipping fee rule in the 14-day return policy does not apply. Please follow the steps below to obtain a free exchange or refund.

4.1 Reporting Timeframe

Please contact us within 7 days of receipt (if more than 7 days has passed but the product is still under warranty, we will still process it, but you may need to send it back for testing).

Send an email to: onlinesupport@lisahartke.com
Subject: [Order Number] Product Defect/Damage Claim

4.2 Required Materials
Order Number

Clear photos of the defect/damage (at least 3: overall, close-up, packing slip)

Briefly describe the problem (e.g., "The lampshade was found to be cracked upon opening the box," "RGB mode does not work after powering on")

4.3 Our Handling Method (Choose one, your choice)

Free Replacement: We will send a brand new replacement within 3 business days and cover all shipping and customs costs (DDP again). You do not need to return the original product (unless it is a small, high-value item, in which case we will provide a prepaid return label).

Full Refund: You keep the original product (or send it back, with shipping costs covered by us), and we will refund the full amount you paid (including the original shipping cost, but the original shipping cost is €0, so it is a full refund).

4.4 Defects During the Warranty Period (2-Year Warranty)

All LightStart lighting fixtures come with a 2-year warranty (starting from the date of receipt). If you discover a non-human-caused malfunction after a period of use (more than 7 days but within 2 years), the above free replacement policy also applies, but you may need to return the old product (we will cover the shipping costs), or send a replacement directly after video verification.

V. How to Pack for Returns

To ensure a smooth return process, please follow these packaging recommendations:

Use Original Packaging: Retain the original inner foam or cardboard lining as much as possible to secure the lighting fixture.

Remove Batteries: If the product contains removable batteries (such as remote controls), please remove the batteries and insulate them separately.

External Protection: If the original outer box is damaged, please use a second cardboard box for reinforcement and remove the old shipping label.

Attach Return Form: Print the Return Authorization Form (RMA) provided by us and place it inside the box or attach it to the outer box.

We will not be able to provide a full refund for damage during return due to improper packaging. Thank you for your understanding. VI. Exceptions to Refunds and Refusal of Refunds

LightStart reserves the right to refuse a refund or return the product to you (shipping costs to be borne by you) in the following circumstances:

The product has been obviously intentionally damaged or disassembled/modified (e.g., unauthorized soldering, replacement of LED chips).

The returned product is not the same model as the one you purchased (e.g., you return an older model or a product from another brand).

The product is damaged due to human error such as liquid immersion, dropping, or crushing.

For 14-day withdrawal returns, you fail to send a withdrawal notice within 14 days or fail to return the product within a reasonable period (usually 14 days after notification).

In the above situations, we will take photos as evidence and explain the reasons for refusing the refund in detail via email.

VII. Refund Arrival Time
Credit Card/Debit Card: After the refund is initiated, it usually takes 3-5 business days for the bank to process it and show it on your statement.

If you have not received your refund within 10 business days of receiving our refund confirmation email, please first contact your card issuer or payment service provider, and then provide us with a refund reference number.

VIII. Contacting the Refund and Returns Team All questions related to refunds, returns, and exchanges should be sent to:

onlinesupport@lisahartke.com and include "Refund/Return + Order Number" in the email subject.

We recommend using the following template to expedite processing:

Subject: Refund Request – Order Number: XXX

Recipient: onlinesupport@lisahartke.com

Dear LightStart Team,

I placed an order on [Order Date], order number [XXX], product name [Product Name].

I received the package on [Received Date].

[Please select one]

□ I exercise my 14-day withdrawal right and return the product without reason. The product remains in its original packaging and has only been tested with electricity.

□ The product is defective/damaged; please attach photos and arrange for a free replacement/full refund. My shipping address is as follows (for exchange, if applicable):
Name:
Address (including postal code):
Phone:

Please reply with return authorization and instructions.

Thank you.

IX. Fairness and Transparency are Our Commitment

LightStart firmly believes that our refund policy should not be an obstacle to your purchase of creative technology lights, but rather a safety net. We will not set complicated traps, nor will we deliberately delay refunds. If you are not satisfied with the outcome, you can:

Request that the issue be escalated to a customer service manager (reply to the same email ticket);

Submit a complaint through the EU Online Dispute Resolution Platform (ODR): https://ec.europa.eu/odr (Our email address is also onlinesupport@lisahartke.com).

Our goal is always to ensure that you feel warmth and trust in LightStart's light and our services.

Finally, thank you again for choosing LightStart.

Whether you keep the light or decide to return it, we respect your choice and will do our best to make the entire process simple and fair.