RETURN & REFUND POLICY

Welcome to Lightailing Ruturn & Rufund Policy page,Please read the following instructions thoroughly before returning product to us. You can also contact our customer service where one of our customer sales representatives will be glad to help you.
 
Please make sure that you understand our return policy and ensure that all criteria is met before mailing any items back to us.
Lightailing.com reserves the right to charge a handling fee on all returned products.
 

Our Cancellation Policy:

(1) If your order has not been shipped, you can contact us via email support@lightailing.com or contact us page on our website for a full refund or replace products.(If you want to cancel the order, it is important to be done before shipment).
(2) We will not agree cancel order, if your order has already been shipped. You may refuse to sign it once the package arrived but please make sure to return the package in it's original condition (unused and unopened) to us. We will refund you the price of product(The shipping charges you should bear it for the responsibility of yours).
 

Exchange & Refund  item(s) Policy

We DO NOT offer refunds or exchanges for "change of mind" on products purchased.
1.Consumer guarantees do not apply if you:
(1) Received what you ordered but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it.
(2) Misused a product in any way that caused the problem or fault.
(3) Received what you ordered but not satisfied due to price differential.
(4) Assumed that the product was a Lego model when making a purchase.
2. Consumer guarantees apply if you
(1) If there is any problems of items (send wrong item, missing item) due to our fault within 15 days of order delivered will be eligible for full refund or partial refund and we will support in this case.
(2) If you don't buy wrong item , we can full refund to you after we received the returns product ,but the shipping costs by customer.If you don't want to return the product , The refund will not be support in this case.
 

Exchange & Return item(s) Policy:

(1) If there is any quality problems of items due to our fault within 15 days of order delivered will be eligible for a Exchange(under the situation of not the man-made damage after testing ), but refund will not be support in this case.
(2) You may return your item within two year of order delivered because of quality problems, then we will repair the goods free of charge and you will pay the Round-trip shipping costs and customs if occurred. If it's more than two year, you need to take the whole charges.
(3) If you suspect an item in your product is faulty, please send us an email:support@lightailing.com so that we can confirm details of the fault. Please include your Order ID#, the Item number or Item numbers you wish to return.
(4) Products damaged in transit must be reported to  support@lightailing.com within 24 hours of receipt of goods. We strongly advise that you do not open the package in the event that it appears to have been damaged in transit.
 

How do I return the the packages?

1.Please contact us via 'contact us' page on our website and we will give you a response within 24 hours (Mon to Fri9:00am to 6:00pm, business days).
Note: Defective items may be exchanged within 15 days of order delivered or need repair within two year, We recommend customers to keep the original packaging of the order until the items are found to be in good (unused) condition. Our customer support staffs may request that you send a picture or video to show the defect of the product and original packaging to research on and help you resolve any product or order related questions. Please use good lighting, and a close to medium distance, so that we can identify and verify the issue(s).
2.After received our reply, please send the return package to Our Return Office as we requested(if not ,any problem we will not responsible for it )
 

Returns By Mail( support@lightailing.com)

Follow these steps to return your items by mail.
[1] Pack your return in the original package if possible.
[2] Include the return label, Order Number and indicate the reason for the return.
[3] Include all original packing materials, manuals and accessories to avoid additional fees (For return for refund only, exclusive item exchange).
[4] We recommend that you return items via national post(Your local Post Office). If you have tracking number, please provide it to us.
Note: Please write down your Order Number (Invoice ID) & Your E-mail on the return package for a smooth transaction.
Please note that the return package must be postmarked within 45 calendar days of delivery (see definition below):
Definition of delivery date: For EMS / DHL and some Registered Air Mail packages, the delivery date is displayed on the courier's tracking site. For orders that do not have online delivery dates provided by the courier, the delivery date is assumed to be 25 calendar days after shipment.
3.When your package arrived at our return office, our staff will check the items and proceed with the exchange or repair at your discretion. 
 

When will a exchange items be received?

The exchange items are treated the same way as that of new orders, they typically arrive in 7 to 21 business days. If a item needs to be returned for exchange, the new one will be sent once we received the returned item.
 

How long can I receive your refund?

The refunds will be refunded to your PayPal account within 1 to 3 days after we received return package. And you will receive 2 confirmation E-mails from PayPal and Lightailing. You may check it on your PayPal Account or call PayPal to verify your refund.
 
Return address:
LIGHTAILING Co.,Ltd
Contact Name: Jack Luo
Company Address:
Unit 301, Jinxia Creative Industrial Park, No 8, Jiangxia North 4th Road, Baiyun District, Guangzhou，China.
Email:support@lightailing.com
Tel:0086-02037414262
 
If you have questions about returns policy, please contact us via 'contact us' page on our website and we will give you a response within 24 hours (Mon to Fri 9:00am to 6:00pm, business days).