Damaged, Defective and Wrong Item

If your lighting product arrives damaged, defective, broken, or different from what you ordered, contact us promptly. We will make it right.

For defective products, please contact us first before returning or continuing to use the product. Contact us for defective products and for other help and facilities connected with your order, including a free replacement, free replacement parts, repair guidance, a free return, a refund, missing parts, and warranty support. The contact details and the proof to send are in the "How to report" section below.

Reporting time:
- Please report the problem within 7 days of delivery where possible, so we can help quickly and investigate with the carrier if needed.
- For a hidden defect that is not visible on delivery, please report it as soon as you discover it and within the warranty period in the Warranty Policy.

How to report:
Email: info@lightisland.shop
Phone: +1 725-285-2839
Business Hours: Monday - Saturday, 10 AM - 8 PM

Please provide:
- Your order number and full name
- The item name
- A clear description of the problem
- Clear photos of the item, the damage or defect, and the outer packaging if the item arrived damaged
- A short video if the problem is about flickering, a switch, a remote, a sensor, or another function that photos cannot show

Do not install or continue using a light that has damaged wiring, a cracked electrical part, a burning smell, sparking, or another electrical safety problem. Turn off the power and contact us.

Your options after we confirm the problem:
- Free replacement of the same item, subject to stock, or
- Free replacement parts where a part such as a shade, bulb holder, remote, mounting bracket, or bulb can safely fix the problem, or
- A full refund for that item to your original payment method if a replacement or parts cannot solve the problem or you prefer a refund for a confirmed damaged, defective, or wrong item

Costs:
- Return shipping for a confirmed damaged, defective, or wrong item is free. We will provide a prepaid return label if we need the item back.
- Replacement shipping is free.
- You will not be charged extra for a confirmed damaged, defective, or wrong item remedy.

If we need the item back:
- We will email you the prepaid label and packing instructions.
- Please pack glass shades, bulbs, and fragile parts with protective packaging and keep your drop-off receipt.

Inspection:
- We may inspect photos and videos first. For some electrical faults we may need the item returned for inspection before issuing a replacement or refund.
- If inspection shows the problem was caused by incorrect installation, incorrect voltage, use of an incompatible bulb or dimmer beyond the stated limits, modification, accident, misuse, or water damage beyond the product stated rating, the claim may not qualify as a manufacturing defect. We will explain our finding by email and explain your options, including the Warranty Policy.

Wrong item:
- If we sent the wrong model, size, finish, or quantity, tell us and do not install the item. We will arrange the free return of the wrong item and send the correct item free of charge, or refund that item if you prefer or if the correct item is out of stock.

Missing parts:
- If screws, mounting hardware, a shade, a remote, instructions, or another included part is missing, contact us. We will send the missing part free of charge or, if the part cannot be supplied, offer a replacement or a refund for that item.