Refund & Returns Policy

We want you to be happy with your purchase. If something isn't right, here's how returns, exchanges and faulty-item assessments work.

General conditions

  • Goods must be returned within 14 days of purchase in original condition and original packaging for any return or refund. Return freight is at the customer's cost.
  • Returns requested after 14 days will incur a 20% restocking fee.
  • Items are not refundable or exchangeable after 90 days from the date of purchase.
  • Proof of purchase is required for all returns and exchanges.
  • Orders not collected within 30 days from the date of purchase may incur an additional storage charge of 3% of the item's value.
  • Clearance items and custom-made products are not refundable or exchangeable.
  • LED strip and neon flex that has been cut cannot be returned or exchanged.

Installed or used products

Products that have been installed or used cannot be returned or exchanged for a change-of-mind refund.

We understand that in some cases a product may already be installed, and you may wish to have your electrician remove the original unit and fit a replacement at the same time. If you'd like to receive a replacement before returning the original, full payment for the replacement is required upfront.

Faulty item assessment

Once the original product is returned to us, it undergoes a physical inspection and, where necessary, electrical testing before any refund is approved. Returned items are assessed for (but not limited to):

  • Physical damage
  • Signs of installation or use
  • Wiring alterations, marks, or wear
  • Electrical functionality (testing may be carried out)
  1. If the product is confirmed faulty due to a manufacturing defect, we'll proceed with a refund or replacement.
  2. If the product is found to be fully functional, or the issue is caused by installation, wiring or external factors, a refund may be declined or adjusted, and the product returned to you.

Warranty

Manufacturing faults are also covered by our warranty:

All lights
24 months
Clearance items
12 months
LED downlights
3 years
LED bulbs
6 months (filament, halogen and incandescent bulbs excluded)

Full details are on our Shipping Policy page. We recommend all electrical work be carried out by a licensed electrician.

Starting a return

Email your order number and details to sales@galaxylighting.nz and we'll guide you through it.

North Shore (022) 072-8090 · East Auckland (022) 533-3883