Refund policy
Hassle-Free Returns Within 30 Days
At Home Lighters, we want you to feel confident about every light you buy. If something isn’t quite right, our returns process is simple and straightforward.
This return policy applies to all orders placed within Australia. We only sell and ship to Australian customers, and all returns are handled exclusively within Australia.
When Can You Return an Item?
You have 30 days from the date your order arrives to request a return. This 30 day period begins on the day the item is delivered to you. To be eligible, the light(s) must be unused, in its original condition, and include all original packaging and accessories.
All items are eligible for return unless stated otherwise. At this time there are no items that fall under a non returnable category.
Cancellation Period
Orders may be cancelled before they have been processed or dispatched for shipment. If you wish to cancel your order, please contact us as soon as possible at support@homelighters.com.
If your order has not yet been dispatched, we will cancel it and issue a full refund to your original payment method.
Once an order has been dispatched, it can no longer be cancelled. If you no longer wish to keep the item, you may request a return in accordance with this Return Policy after it has been delivered.
Reasons for Returns and Who Covers the Cost
We understand that things don’t always go to plan. Here’s how returns work depending on the situation:
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Damaged, faulty or incorrect item: If your order arrives damaged, defective, or not what you ordered, we will cover the return shipping cost. We will provide you with a prepaid return shipping label to ship your order back to us.
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Change of mind: If you simply don’t want the item anymore, or ordered the wrong one, you’re still welcome to return it. Return shipping costs will be your responsibility. You are responsible for the item until it reaches us unless the return is due to a damaged, faulty or incorrect item.
Damaged Goods
Please inspect your order as soon as it is delivered. If you receive an item that is damaged, defective, or incorrect, please contact us within 7 days of delivery at support@homelighters.com and include your order number, a description of the issue, and photographs of the item and its packaging where possible.
Once we have reviewed your claim, we will provide return instructions and, where applicable, a prepaid return shipping label. If the item is confirmed to be damaged, defective, or incorrect, you may choose to receive a replacement, exchange, or full refund in accordance with your rights under Australian Consumer Law.
Nothing in this policy limits or excludes your rights under the Australian Consumer Law, including your right to a repair, replacement, or refund where goods fail to meet the consumer guarantees.
Return Request Processing Time
Once you contact us to request a return, our team reviews the request and confirms eligibility. Returns must be approved before being sent back. Items sent back without approval may not be accepted.
Return approval and instructions are sent within 1 to 2 business days. You will receive all details by email, including how to prepare and send your item back.
How to Return Your Order
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Get in touch: Email us at support@homelighters.com with your order number and reason for the return.
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Pack it securely: Place the order back in its original packaging, including any tags, accessories, or manuals.
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Send it back: We’ll email you detailed return instructions. Then drop your parcel off with your local carrier. For damaged, faulty or incorrect items we will provide a prepaid return shipping label. For change of mind returns customers are responsible for purchasing their own return label and may use any reliable carrier.
Return Shipping Methods
For returns where we provide a prepaid label (approved defective or incorrect items), we use Australia Post.
For change of mind returns where the customer is responsible for return shipping, you may use any carrier of your choice. We recommend selecting a method that includes tracking for your protection.
What Happens Next
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Inspection: Once your return arrives, we’ll inspect it to ensure it meets our return requirements.
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Refund: If approved, we’ll process your refund to your original payment method. After we process the refund on our end, your bank or payment provider may take up to 7 days to complete the transaction. Refunds are always issued back to the original payment method used at checkout unless you specifically request store credit.
Restocking Fee
There are no restocking fees.
Refund Processing Time
Refund processing time is seven days. Before the refund is processed, the returned product must be delivered to our designated return facility and inspected to ensure it meets the return eligibility requirements outlined in this policy.
Once the inspection is complete, we will notify you by email whether your refund has been approved.
If approved, your refund will be issued to the original payment method within 7 days of the completed inspection.
After Home Lighters processes your refund, your bank, credit card provider, or payment service may take additional time to post the funds to your account.
Additional Costs
There are no extra return fees other than the return shipping cost for change of mind returns.
Prefer an Exchange?
If you’d like a different model, size, or colour, just let us know. We’re happy to assist with exchanges for both defective and non-defective products.
Exchange Processing Time and Method
When you request an exchange, we review your request within one business day. After approval, we provide return instructions within one more business day. Once the original item is returned and inspected, the replacement item is sent out within two business days. If the requested item is out of stock, we will contact you to offer an alternative or a refund.
Questions?
Visit our FAQs page or contact our customer service team. Frequently Asked Questions
Contact Information
Store Name: Home Lighters
Email: support@homelighters.com
Phone: +61485818067
Address: 166 Epping Road, Lane Cove West, NSW 2066, Australia (Address available only for administrative correspondence and product returns. No physical point of sale at this address)
Customer Service Hours: Monday to Friday, 9:00 am – 5:00 pm (AEST)
We aim to respond to all enquiries within 1 business day.