Refund Policy

Last Updated: January 2025

At RGB Room Lights, we want you to be completely satisfied with your purchase. This Refund Policy outlines our procedures for returns, refunds, and exchanges. Please read this policy carefully before making a purchase.

1. Your Consumer Rights

As a UK-based company, we comply with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. You have statutory rights that cannot be excluded, including:

• Products must be as described
• Products must be of satisfactory quality
• Products must be fit for purpose
• Right to a 30-day cooling-off period for distance purchases

2. 30-Day Return Window

You may return any product within 30 days of receipt for a full refund, provided:

• The product is unused and in its original condition
• All original packaging, accessories, and documentation are included
• The product has not been installed or connected to electrical power
• You have proof of purchase (order confirmation or receipt)

3. How to Initiate a Return

To return a product:

1. Contact our customer service team at info@rgbroomlights.com or call +442728965525
2. Provide your order number and reason for return
3. We will provide return authorization and instructions within 24-48 hours
4. Package the product securely in its original packaging
5. Ship the product to the address provided in our return authorization
6. Keep your shipping receipt as proof of return

Do not send products back without first obtaining return authorization. Unauthorized returns may not be processed.

4. Return Shipping Costs

Return shipping costs depend on the reason for return:

• Change of Mind: Customer is responsible for return shipping costs
• Faulty or Defective Products: We cover return shipping costs
• Wrong Item Sent: We cover return shipping costs and arrange collection
• Damaged in Transit: We cover return shipping costs and arrange collection

We recommend using tracked and insured shipping for returns. We are not responsible for items lost or damaged during return transit.

5. Refund Processing

Once we receive and inspect your return:

• We will inspect the product within 3-5 business days
• If approved, we will process your refund within 5-7 business days
• Refunds are issued to the original payment method
• You will receive an email confirmation when your refund is processed
• Allow 5-10 business days for the refund to appear in your account

The refund amount includes the product price and original shipping costs (if applicable). Return shipping costs are not refunded unless the return is due to our error or a defective product.

6. Faulty or Defective Products

If you receive a faulty or defective product:

• Contact us immediately with photos or video evidence of the defect
• We will assess the issue and provide instructions
• You may receive a replacement, repair, or full refund
• We will cover all return and replacement shipping costs
• If a replacement is unavailable, we will offer a full refund

Defective products are also covered under our 2-year warranty. Claims made after the 30-day return window will be handled as warranty claims.

7. Wrong or Damaged Items

If you receive the wrong item or a damaged product:

• Contact us within 48 hours of receipt
• Provide photos showing the item/damage and packaging
• Do not discard packaging materials
• We will arrange collection and send the correct/replacement item
• No cost to you for our shipping errors

8. Non-Returnable Items

The following items cannot be returned unless faulty:

• Products that have been installed or used
• Products with damaged or missing packaging
• Products without original accessories or documentation
• Custom or personalized orders
• Sale or clearance items (unless faulty)
• Products marked as "non-returnable" at time of purchase

9. Exchanges

We do not offer direct exchanges. If you wish to exchange a product:

• Return the original product for a refund following our return process
• Place a new order for the desired product
• This ensures you receive your preferred product quickly

Alternatively, contact our customer service team who may be able to arrange an exchange in certain circumstances.

10. Refund Denials

We reserve the right to deny refunds in the following cases:

• Return initiated after the 30-day window (unless warranty claim)
• Product shows signs of use, installation, or damage
• Product returned without authorization
• Missing original packaging, accessories, or documentation
• Product does not match the original order
• Suspected abuse of return policy

If your refund is denied, we will contact you with an explanation and options, which may include returning the product to you at your expense.

11. Partial Refunds

Partial refunds may be issued in cases where:

• Product is returned with minor damage or wear
• Original packaging is damaged but product is intact
• Accessories or documentation are missing

We will contact you before processing a partial refund to explain the deduction and obtain your approval.

12. Cancelled Orders

You may cancel your order before shipment:

• Contact us as soon as possible to request cancellation
• If the order has not been dispatched, we will cancel and refund in full
• If the order has been dispatched, standard return procedures apply

Refunds for cancelled orders are typically processed within 3-5 business days.

13. Warranty Claims

For warranty claims on products beyond the 30-day return window:

• Products are covered by a 2-year manufacturer warranty
• Contact us with proof of purchase and description of the issue
• We may request photos, videos, or the product for inspection
• Warranty claims are assessed on a case-by-case basis
• Remedies include repair, replacement, or refund at our discretion

The warranty does not cover damage from misuse, abuse, improper installation, or normal wear and tear.

14. Special Circumstances

Change of Mind: If you change your mind about a purchase, you have 30 days to return the product. You are responsible for return shipping costs, and the product must be in new, unused condition.

Quality Issues: If you believe a product does not meet quality standards, contact us immediately with details and evidence. We will work with you to resolve the issue fairly.

Missing Items: If items are missing from your order, contact us within 48 hours. We will send missing items at no additional cost.

15. Refund Timeframes Summary

• Return authorization: 24-48 hours after contact
• Inspection upon receipt: 3-5 business days
• Refund processing: 5-7 business days after approval
• Refund appearing in account: 5-10 business days
• Total timeframe: Approximately 2-3 weeks from return shipment

16. International Returns

If you are located outside the UK:

• Contact us before returning to discuss arrangements
• You are responsible for customs duties and international shipping
• Return processing times may be longer
• We recommend insured, tracked shipping for international returns

17. Payment Disputes and Chargebacks

We encourage you to contact us directly to resolve any issues before initiating a payment dispute or chargeback. Premature chargebacks may:

• Delay resolution of your issue
• Affect your ability to make future purchases
• Result in account suspension

We are committed to resolving all issues fairly and promptly.

18. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. The "Last Updated" date indicates when the policy was last revised. Continued use of our website after changes constitutes acceptance of the modified policy.

19. Questions and Support

If you have questions about returns, refunds, or this policy, please contact us:

RGB Room Lights
61 Isabella Bypass North Steve
RG27 8PG, United Kingdom
Email: info@rgbroomlights.com
Phone: +442728965525
Business Hours: Monday-Friday 9:00 AM - 6:00 PM, Saturday 10:00 AM - 4:00 PM
Registration No: 03368746

This Refund Policy is effective as of January 2025 and applies to all purchases made on or after this date.