At Exceptional Lightning, we value your trust and want your order to arrive exactly as you expected. If something isn't right, this policy explains plainly how returns and refunds work.
Return Timeframe
You may request a return within 30 days of the date your order is delivered. Requests made after this period may not be approved.
Return Eligibility
To qualify for a return, all of the following must apply:
- The item is unused, uninstalled, and in its original condition
- The item has not been wired in, mounted, or fitted
- The item is returned in its original packaging
- All parts are included: shades, fixings, mounting hardware, cables, bulbs if supplied, and any accessories
- Valid proof of purchase is provided, such as your order confirmation or receipt
Items that do not meet these conditions may be refused and sent back to you.
Items Not Eligible for Return
We cannot accept returns for:
- Items damaged, misused, or altered after delivery
- Items that have been installed, wired in, or mounted
- Items returned without their original packaging, parts, or fixings
- Requests made outside the 30-day return window
This does not affect your rights if an item arrives damaged, defective, or incorrect. See the section below.
Return Shipping and Fees
Returns are free. Once your return is approved, we will send you a prepaid return label by email.
- Return shipping costs you nothing
- No restocking or handling fees apply
- Nothing is deducted from an approved refund
How to Return an Item
- Contact us with your order number and the reason for your return
- Wait for approval, then follow the instructions we send you
- Pack the item securely in its original packaging, with all parts included
- Attach the prepaid return label and ship the package
Returns sent without approval, or packed in a way that allows damage in transit, may be refused.
Exchanges
We do not currently offer direct exchanges. If you would like a different item, size, or finish, return the original for a refund and place a new order once your return has been approved.
Refunds
Once your return arrives and has been inspected:
- Your refund is processed within 7 business days
- The refund is issued to the original payment method used at checkout
- You will receive a confirmation email once the refund has been sent
Please note that after we issue a refund, your bank or card provider may take a further 3–10 business days to post it to your account. If the refund has not reached you within that time, email us at info@exceptionallightning.com and we will follow it up.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or is not what you ordered, contact us within 30 days of delivery. Do not install or wire in an item that appears damaged.
To help us resolve it quickly, please include clear photos of:
- The item you received
- The original packaging
- The shipping label
Depending on the situation, we will send a replacement or issue a full refund. You will not be asked to pay return shipping in these cases.
If an order is marked as delivered but has not reached you, contact us and we will work with the carrier to confirm the delivery details.
Canceling an Order
Orders can be canceled before 3:00 PM Eastern Time on the day they are placed. Once an order has been processed or shipped, it can no longer be canceled and must be handled through the return process above.
Contact Us
For any return, refund, or cancellation question, email us at info@exceptionallightning.com and we will get back to you as soon as possible.\
Nothing in this policy affects your rights under applicable federal and state consumer protection laws.
