Refund & Returns Policy

Returns

We want you to love your purchase. If you change your mind, you may request a return within 14 days of delivery.

To be eligible for a return:

- The item must be unused, uninstalled, and in the original packaging

- You must provide proof of purchase (order number or receipt)

Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, or you received the wrong item, please contact us within 7 days of delivery.

To help us resolve this quickly, please include:

- Your order number

- Clear photos/video of the issue

- Photos of the packaging (if damaged)

If approved, we will offer a replacement or refund at no extra cost.

Refunds

Once your return is received and inspected, we’ll notify you of the outcome.

If approved:

- Your refund will be processed back to your original payment method

- Refunds usually take 3–10 business days depending on your bank/payment provider

Non-Returnable Items

For hygiene and safety reasons, we do not accept returns on:

- Items that have been installed or used

- Items returned with missing parts

- Clearance or final sale items (if marked as final sale)

Change of Mind / Incorrect Selection

Please double-check colour, size, and specifications before ordering.
If you ordered the wrong item, contact us as soon as possible — if it hasn’t shipped yet, we may be able to update or cancel it.

Late or Missing Refunds

If you haven’t received your refund after approval:

- Check with your bank first

- Then contact us and we’ll help you right away

How to Request a Return

Email us at: info@emberoaklighting.co.nz
Include:

- Order number

- Reason for return

- Photos (if faulty/damaged)