Refund policy
LOHAS LED offers 30 DAY RETURN & EXCHANGE POLICY guarantee. To suit different occasions, we work out General Return and Defective Return, please match your occasions with either returns in the below, our experienced customer service staff will guide you through our easy return or exchange policy.
A few items can't be returned, including:
- Clearance items
- Customized items
- Offline purchase (items or parts unlisted on our website)
- Items marked “Non-Returnable” on the product page
Please note: Any items returned without authorization will not qualify for a refund and be rejected on delivery to our returns center.
General Return
Customers can initiate a return within 30 days of receipt. On the occasion that you receive an item that you just don't like or that doesn't match your decor or change your mind.
All returned items must be in brand-new condition, uninstalled and/or non-assembled, unused, no pieces missing and with original tags and packaging. You are responsible for the return shipping cost on all items returned or exchanged for non-quality issues.
We reserve the right to deduct the re-stocking fee from your refund when the returned item that is not considered to be in its original packaging/condition or damaged. You will be charged a minimum restocking fee of 10% of invoice total on all returns.
Defective Return
To qualify for a defective return, one of the following must apply:
- Item has a defect, or is faulty or malfunction
- Incorrect item was received
- Missing part(s)
- Damaged
We recommend to check the items within 48 hours of receipt and report to our customer service as soon as possible. Please be sure to include the copy of your original order confirmation, confirm the item number & Qty of the defective item(s), provide photographs or video evidence clearly showing the problem.
Depending on the situation, we will be responsible for refunds, an exchange or replacements according to your preference within 30 days of receipt. After 30 days, Lohas will make every attempt to rectify, however charges may apply. But manufacturer defects found after 30 days of receipt are directed to the manufacturer’s warranty.
Return Process
Step 1 – Acquire authorization and instructions
To begin the return or exchange process, please contact our Customer Service by e-mailing at: support@lohasled.com. Your dedicated customer service representative will provide you with the return shipping address. You will need to take the package to a shipping carrier or drop-off location of your choice and ship it back to us.
Step 2 – Ship the product(s) back to our warehouse
Once your return request has been approved by our customer service team and you have received the return address, please pack the item(s) in their original packaging, including all accessories, and ship them to the address provided.
After shipping your return, please provide us with the tracking number as proof of shipment.
If the item(s) you are returning are worth more than $75, we recommend using a carrier that provides tracking services or purchasing shipping insurance.
We are not responsible for unauthorized returns or any shipping issues that occur before the returned item(s) arrive at our warehouse.
Step 3 – Refund
When we receive your return, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.
The refund will be made to the account that the funds were originally drawn from, namely the money will be sent back in the same way it was received. Due to the time it takes to resolve charge back disputes, it is usually better to be patient and wait for the return process to run its course. Or if an unusual delay occurs, feel free to contact us for assistance.