Refund policy
Last Update on December 12, 2021
1. Generally, there are two reasons for return:
a. If it is a product quality problem of transportation damage, we will provide free return and exchange services.
b. If it is just that the customer doesn’t like our lights, the customer needs to pay the shipping cost for the return and exchange.
We are certain that you will adore your order when it arrives, but if you don’t for any reason, Please contact us by email and we will give you a satisfactory answer.
2. Order confirmation and shipping confirmation will be sent to your registered email or mobile number.
The order confirmation will be sent right after you have placed the order through to your email address or mobile number you have registered when you place the order.
And the shipping confirmation will be sent within 2-7days after you receive the order confirmation through to your email address or mobile number you have registered when you place the order.
If you haven’t received one of the confirmation emails above, please contact us to “info@nvolight.com”.
3. Eligible partial/full refund & replacement
– Any item not in its original condition, which means damaged or missing parts for reasons not due to our error.
– Any item is different from the item’s description.
– Any item returned to the sender without being delivered.
– Any item hasn’t been delivered within 90days.
All the cases above will be eligible for the partial/full refund and replacement.
Not Refundable:
Gift cards
Store Credit
Misinterpretation of product listing despite clear indications for non discounted items.
Order Cancellation
Cancelling orders is only possible within 4hours after order confirmation. After this time, we cannot provide a refund. (Sometimes, if the order hasn’t been shipped, we may available to cancel your order, so please contact us if you haven’t received the shipment confirmation.)
4. Return Policy
All returns and claims must be pre-authorized by nvolight.com via e-mail (info@nvolight.com) within 30 days of receipt with your stated reasons. nvolight.com is not responsible for any return shipping costs with the exception of items damaged during shipping or mistakes made on our behalf. nvolight.com will only issue a refund for the cost of the item (not including shipping cost) or provide store credit.
nvolight.com require customers to pack and ship the return item in it’s original state. Please allow 5-7 business days for us to process the refund after we receive the returned item. Merchandise damaged during shipping is eligible for return shipping cost or replacement with CLEAR photo proof of the damaged item AND the condition of the packaging as this info is needed for nvolight.com to file a damage claim. International orders that lost or damaged in shipping also may require an electronic signature to be processed.
Shipping damage claims must be filed within 7 days of receipt and emailed to info@nvolight.com. Clear photos of the damage products and corresponding packaging must be provided and packaging supplies must be kept until further notice. Shipping damage claims will not be granted to products that have been installed or assembled.
5. Our Returns Process
Step 0: Read our return policy above to determine whether your order qualifies to be refunded/returned.
Step 1: Submit an inquiry including your reason for return at info@nvolight.com
Step 2: We confirm the refund amount you qualify for depending on your reason for return and items in your order.
Step 3: We provide the return address and shipment labelling instructions. If you do not follow our instructions, we cannot give you your refund.
Step 4: You ship the item at your own cost. We do not cover the cost of return shipping or provide pre-paid labels. Please print out your order confirmation email and include it in the returning package.
Step 5: Notify us via email that you have sent your return and provide us with your tracking number if applicable.
Step 6: We will process your return within 3-5 business days of receiving your returned items.
6. Refunds (if applicable)
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us through our contact page.
It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us: info@nvolight.com.