Last Updated: August 2026
At Lightailing, we want you to shop with confidence. If something isn't right with your order, our Customer Support team is here to help.
Please review this Returns, Refunds & Exchanges Policy before submitting a cancellation, return, refund, or exchange request.
This policy applies to purchases made directly through Lightailing.com and is intended to supplement, not limit, any rights you may have under applicable consumer protection laws.
1. Order Cancellation
Before Shipment
If your order has not yet been shipped, you may request a cancellation by contacting us at support@lightailing.com or through our Contact Us page.
If we are able to process the cancellation before shipment, the order will be refunded to your original payment method.
If you would like to change a product, variant, or shipping information instead of cancelling your order, please contact us as soon as possible.
Please note that order changes or cancellations cannot be guaranteed once processing has begun.
After Shipment
Once an order has been dispatched, it can no longer be cancelled.
If you no longer wish to keep the order, you may request a return after delivery if the item qualifies under this policy or applicable consumer law.
2. Return Eligibility
Return eligibility depends on the reason for the return and the condition of the product.
Please contact our Customer Support team before sending any product back to us. Returns sent without prior authorization may experience delays or may not be accepted where permitted by law.
3. Incorrect Items or Missing Items
If you receive an incorrect product, or if an item or component is missing from your order, please contact us within 15 days of delivery so we can resolve the issue promptly.
Please provide:
- Your order number
- The product or item number
- A description of the issue
- Photos of the items received, where applicable
- Photos of the package and shipping label, if requested
Once the issue has been verified, we may provide an appropriate solution such as:
- Sending the correct item
- Sending the missing item or component
- Providing replacement parts
- Issuing a partial refund
- Issuing a full refund where appropriate
If the issue was caused by an error on our part, we will cover reasonable shipping costs associated with resolving the issue where applicable.
Your statutory rights are not affected if you contact us after this requested notification period.
4. Product Quality Issues
If your product has a quality issue, you may submit a return request within 30 days of delivery.
To help us identify the problem, please provide:
- Your order number
- Product or item information
- A clear description of the issue
- Photos or a short video showing the problem
- Photos of the original packaging where relevant
Our team may ask you to complete reasonable troubleshooting steps before determining the most appropriate solution.
Depending on the nature of the issue, we may offer:
- Troubleshooting assistance
- Replacement parts
- Repair support
- Product exchange
- Partial refund
- Full refund where appropriate
Issues covered by our warranty may continue to qualify for warranty support after the 30-day return period.
5. Change-of-Mind & Personal-Preference Returns
Except where required by applicable consumer law, we generally do not accept returns solely because:
- You changed your mind
- You no longer need the product
- You found a lower price elsewhere
- You are dissatisfied with a price difference
- You ordered the wrong product or version
- You purchased an item by mistake
- You mistakenly believed that a lighting kit included the LEGO® set
Please carefully review the product title, images, description, compatibility information, variant selection, and product notes before placing your order.
LEGO® sets are not included with our lighting kits unless explicitly stated otherwise.
Where applicable consumer law provides a statutory right to cancel or return an online purchase, those rights will continue to apply regardless of the policy above.
For example, eligible consumers purchasing online in the EU generally have a 14-day withdrawal period during which they may cancel qualifying purchases without providing a reason, subject to statutory exceptions. UK distance-selling rules similarly provide cancellation rights for qualifying online purchases.
6. Conditions for Non-Defective Returns
Where a non-defective return is accepted, either under this policy or applicable law, returned products should generally:
- Be unused beyond what is reasonably necessary to inspect the product
- Be returned in their original condition
- Include all accessories, components, manuals, and other items originally supplied
- Include the original packaging where reasonably possible
- Be securely packaged to prevent damage during return shipping
You may be responsible for any reduction in value caused by handling the product beyond what is reasonably necessary to inspect its nature, characteristics, and function, where permitted by applicable law.
Different return conditions may apply to products that are defective, damaged, incorrect, or incomplete.
7. Exchanges
Requests for an exchange due to a verified product quality issue should generally be submitted within 15 days of delivery.
Exchanges are intended for qualifying product issues and are generally not available for damage caused by:
- Misuse or improper handling
- Incorrect installation
- Accidental damage
- Unauthorized modification that causes the issue
- An unsuitable or incompatible power source
- Water, fire, excessive heat, impact, or other external causes
Before approving an exchange, we may request:
- Your order number
- Product information
- Photos or video
- A description of the issue
- Relevant installation information
- Completion of reasonable troubleshooting steps
Once your exchange request is approved, our Customer Support team will provide further instructions.
8. 2-Year Warranty Service
Eligible Lightailing and Briksmax products are covered by our 2-Year Warranty.
If an eligible product develops a qualifying issue after the standard return or exchange period, you may still request warranty support during the applicable warranty period.
Warranty support may include:
- Troubleshooting
- Replacement parts or components
- Repair support
- Product replacement where appropriate
Warranty claims are subject to the terms and conditions of our separate 2-Year Warranty Policy.
View Full Warranty Policy →
Where statutory consumer rights provide additional remedies for defective goods, those rights remain unaffected. In the EU, for example, sellers must provide remedies for qualifying faulty or non-conforming goods under applicable legal-guarantee rules.
9. Items Damaged in Transit
If your parcel or product arrives damaged during shipping, please contact us as soon as possible, preferably within 24 hours of delivery.
Please do not immediately discard the packaging.
To help us investigate the issue, please provide:
- Your order number
- Photos of the outer shipping package
- Photos showing the damaged area
- Photos of the product
- Photos of the shipping label, where possible
- A brief description of the damage
We may use this information to investigate the shipment with the carrier and determine an appropriate solution.
Reporting transit damage later than 24 hours does not automatically affect any statutory rights you may have under applicable law.
10. Return Authorization
Please contact our Customer Support team before returning any item.
If your return is approved, we will provide return instructions, which may include:
- The return address
- Products or components that need to be returned
- Packaging requirements
- Required documentation
- Any applicable shipping instructions
Do not send returns to the address shown on the original shipping package unless specifically instructed to do so by our Customer Support team.
Our fulfillment and return locations may differ.
11. Return Deadline
Approved return packages should generally be shipped back within the return period specified by our Customer Support team.
Unless otherwise instructed, approved returns should be postmarked no later than 45 calendar days after delivery.
A different timeframe may apply where required by applicable consumer law.
If you are unable to return the item within the specified period, please contact us before the deadline.
12. Return Shipping Costs
Responsibility for return shipping depends on the reason for the return.
Our Error or Qualifying Product Issue
For verified incorrect products, missing products, or qualifying defects for which we are responsible, we will provide an appropriate remedy and cover reasonable return shipping costs where applicable.
In some cases, it may not be necessary to return the defective component before a replacement is provided.
Other Eligible Returns
For other eligible returns that are not caused by an error or defect for which we are responsible, the customer may be responsible for:
- Return shipping costs
- Applicable customs charges
- Import or export fees
- Other return-related expenses
This applies only where permitted by applicable law.
Where applicable consumer law requires us to bear certain return or remedy costs, those statutory requirements will apply.
13. Original Shipping Charges
Whether the original shipping charge is refundable depends on the reason for the return and applicable law.
For discretionary returns not caused by an error on our part, original shipping charges may be non-refundable where permitted by law.
Where applicable law requires the refund of standard outbound delivery costs, those costs will be refunded accordingly.
Additional amounts paid for optional expedited or premium shipping may not be refundable beyond the cost of the standard delivery option where permitted by applicable law.
14. Handling or Restocking Fees
We do not automatically charge a handling fee on every return.
A reasonable handling or restocking fee may apply to certain eligible non-defective returns, where permitted by applicable law.
If a handling or restocking fee applies, we will inform you before approving the return.
Handling or restocking fees will not normally apply to verified:
- Defective products
- Incorrect products
- Missing items
- Products damaged due to an error for which we are responsible
Return policies, deadlines, and applicable fees should be clearly communicated to consumers, so this approach is preferable to a blanket statement reserving the right to charge every return.
15. Refunds
Once your returned item has been received and inspected, we will notify you of the outcome of your return request.
If approved, your refund will be issued to the original payment method used for the purchase.
We do not normally issue refunds to a different payment method.
After a refund has been initiated, the time required for the funds to appear in your account will depend on your bank, card issuer, PayPal, or other payment provider.
For PayPal payments, we normally initiate approved refunds within 1–3 business days after the returned item has been received and inspected.
Your payment provider may require additional time to complete the refund.
Where applicable law requires a different refund timeframe, the statutory timeframe will apply. UK distance-selling rules, for example, specify refund timing requirements after cancellation and return of qualifying goods.
16. Partial Refunds
In appropriate circumstances, a partial refund may be offered instead of a full refund.
Examples may include:
- Only part of an order is affected
- A missing component can be separately valued
- The customer agrees to keep a product with a minor issue
- The returned product has experienced a reduction in value for which a deduction is legally permitted
We will communicate any proposed partial refund before processing it.
Nothing in this section limits any right to a full refund where required by applicable law.
17. Exchange & Replacement Shipping
Approved exchanges and replacement products or components will generally be shipped using standard shipping unless otherwise agreed.
Estimated delivery is normally 7–21 business days after dispatch, depending on the destination and available shipping service.
Where the original product must be returned, we may wait until:
- The returned product has been received, or
- Valid proof of return has been provided
before shipping the exchange or replacement.
For warranty replacement parts, different procedures may apply under our 2-Year Warranty Policy.
18. Delivery Date
For shipments with valid online tracking, the delivery date shown in the carrier's tracking records will generally be used to determine the applicable return, exchange, or notification period.
If:
- Tracking does not show a delivery date
- Tracking information is incorrect
- The package was delivered without an online delivery scan
- There is a dispute about the actual delivery date
please contact our Customer Support team.
We will review the available shipping records and other reasonable evidence to determine the appropriate delivery date.
We do not automatically treat an undelivered or untracked parcel as delivered on a fixed number of days after shipment.
19. Refused or Undeliverable Packages
If a package is returned to us because:
- The shipping address provided was incorrect or incomplete
- The recipient refused delivery without an eligible return reason
- The package was not collected from the carrier
- The carrier was unable to complete delivery due to circumstances attributable to the recipient
we will contact you after the package has been returned to us.
Where permitted by applicable law, actual shipping, return shipping, customs, or related costs may be deducted from the refund or charged before reshipment.
If the failed delivery was caused by an error on our part or by the carrier, we will review the case separately and provide an appropriate solution.
20. LEGO® Set Compatibility & Purchasing the Wrong Product
Our lighting kits are designed for specific LEGO® sets.
Before purchasing, please verify:
- The LEGO® set name
- The LEGO® set number
- The lighting kit version
- Any available variant or control option
Our lighting kits do not include the LEGO® set unless explicitly stated otherwise.
If you order a product for the wrong LEGO® set, please contact us as soon as possible.
If the order has not shipped, we will try to help you change the product.
If the product has already shipped, eligibility for return will depend on this policy and any applicable consumer rights.
21. How to Request a Return, Refund or Exchange
To submit a request, contact us through our Contact Us page or email:
support@lightailing.com
Please provide as much of the following information as possible:
1. Order Number
Your Lightailing order number.
2. Email Address
The email address used when placing the order.
3. Product Information
Product name, item number, or LEGO® set name and set number where applicable.
4. Reason for Your Request
Briefly explain what happened and what assistance you need.
5. Photos or Video
If your request concerns a defect, damage, incorrect item, missing component, or other product issue, please provide clear photos or a short video.
Providing complete information helps us process your request more quickly.
22. Purchases From Third-Party Sellers
This policy applies to orders purchased directly from Lightailing.com.
If you purchased a Lightailing or Briksmax product from:
- Amazon
- Another online marketplace
- An authorized retailer
- Another third-party seller
the seller's return and refund policy may apply to the original transaction.
For product warranty issues, you may still contact our Customer Support team, and proof of purchase may be required.
23. Consumer Rights
This Returns, Refunds & Exchanges Policy provides our standard commercial terms.
It does not exclude, restrict, or replace any rights or remedies that cannot legally be excluded under applicable consumer protection laws.
Consumers in certain countries or regions may be entitled to additional rights relating to:
- Cancellation
- Returns
- Refunds
- Defective or non-conforming goods
- Repairs
- Replacements
- Legal guarantees
- Return shipping costs
Where this policy conflicts with mandatory consumer protection law, the applicable statutory rights will prevail.
For example, eligible EU consumers generally have a 14-day right to withdraw from qualifying distance purchases without providing a reason, subject to statutory exceptions.
UK online sellers are similarly required to provide qualifying customers with distance-selling cancellation rights, including the right to notify the seller of cancellation within 14 days after delivery.
24. Changes to This Policy
We may update this Returns, Refunds & Exchanges Policy from time to time to reflect changes to our services, operational practices, or applicable requirements.
The latest version will always be published on this page together with the most recent update date.
For an order already placed, any mandatory consumer rights applicable to that transaction remain unaffected.
Contact Us
If you have any questions about a cancellation, return, refund, exchange, damaged order, or product issue, please contact our Customer Support team.
Email: support@lightailing.com
Contact: Contact Us page
We normally respond within 1 business day, Monday through Friday, excluding public holidays.
When contacting us about an existing order, please include your order number whenever possible.
