Refund Policy

Effective Date: 10.2024

At Vive Lighting, we strive to ensure that you are completely satisfied with your purchase. If for any reason you are not fully satisfied, we offer a straightforward refund policy as outlined below. Please take a moment to review our refund and return process carefully.

1. Returns and Refunds

We want you to love your new lighting, but if you are not completely satisfied with your purchase, you may be eligible for a return or refund, subject to the following terms:

A. Eligibility for Returns and Refunds

  • Time Frame: You may return eligible items within 14 days from the date of purchase for a full refund or exchange. After 30 days, unfortunately, we cannot offer a refund or exchange.
  • Condition of Items: The items must be unused, in their original condition, and in the original packaging. Items that are damaged, altered, or without original packaging are not eligible for a refund or return.
  • Exclusions: Certain products are non-returnable, including custom orders, clearance or final sale items, and gift cards. Please refer to the product description page for specific return details on these items.

B. How to Initiate a Return

  1. Contact Us: To start a return, please contact our customer service team at [email protected]. Include your order number and the reason for your return.
  2. Return Authorization: Once your return request is approved, we will issue you a Return Merchandise Authorization (RMA) number and instructions for returning your item.
  3. Packaging: Please ensure that the item is securely packed in its original packaging to prevent damage during transit.

C. Return Shipping

  • Return Shipping Fees: The customer is responsible for the return shipping costs unless the item is defective, damaged during transit, or not as described.
  • Shipping Damage: If your item was damaged during shipping, please contact us immediately upon receiving the item and provide photos of the damage. We will arrange a replacement or refund at no cost to you.

2. Refund Process

Once we receive your returned item and confirm its condition, we will process your refund. Please note the following:

  • Refund Method: Refunds will be issued to the original payment method used during the purchase. This may take 5-10 business days to appear in your account, depending on your payment provider.
  • Partial Refunds: If the item shows signs of use, is missing parts, or is returned in damaged condition, a partial refund may be issued. The amount will depend on the condition of the item upon return.
  • Restocking Fees: In some cases, a restocking fee of up to 15% may apply for returns that are not due to an error on our part (e.g., customer remorse).

3. Exchanges

If you would like to exchange an item for a different product, we recommend initiating a return for a refund and placing a new order for the desired item. Unfortunately, we do not offer direct exchanges, but our customer service team is happy to help you with the process.

4. Defective or Damaged Items

If your item arrives damaged or defective, please notify us within 7 days of receiving the item. We will arrange for a return and either a full refund or a replacement, depending on your preference and product availability. Please include photos of the damage or defect in your email so that we can resolve the issue promptly.

5. Order Cancellations

If you wish to cancel your order, please contact us as soon as possible. Orders that have already been shipped cannot be canceled, but you may initiate a return once the item arrives.

6. Non-Refundable Items

The following items are not eligible for return or refund:

  • Custom or personalized items
  • Clearance or final sale items
  • Gift cards
  • Items that have been used, installed, or modified

Please refer to the individual product pages for specific details on items that are non-returnable.

7. Changes to This Refund Policy

Vive Lighting reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on this page with an updated “Effective Date.” We encourage you to review this policy periodically to stay informed about our return and refund practices.

8. Contact Us

If you have any questions or concerns about our refund policy, or if you need assistance with a return, please contact us:

Vive Lighting
Email: [email protected]