Refund policy

Our approach

Lighting is a considered purchase, and many of the fixtures we sell are delicate, hand-made, or imported in limited quantities. Our returns policy reflects this reality while honouring all your statutory rights as a New Zealand consumer.

Before you order

Because lighting fixtures are difficult to repackage safely once unboxed and frequently sustain damage in return transit, we don't accept change-of-mind returns on most lighting products. We strongly encourage you to be sure before you order:

•       Visit our showroom (Accent Lighting, 829 Colombo Street, Christchurch) to see fixtures in person

•       Call 03 377 7206 to talk through options with our team

•       Email admin@lighthouse.nz for additional photos, dimensions, or specifications

•       Use our lighting design service for new builds and renovations

 

If you have any uncertainty about whether a product is right for your space, please reach out before placing your order — we're genuinely happy to help.

Change of mind — what we accept

Change-of-mind returns are accepted on:

•       Small accessories (replacement bulbs, drivers, mounts, cables, controls)

•       Other small, robust items where indicated on the product page

 

Eligible items can be returned within 14 days of receiving your order, provided they are unused and in their original packaging. The customer is responsible for return shipping costs. Once we receive and inspect the return, we'll refund the product price (excluding original shipping) to your original payment method.

Change of mind — what we don't accept

We do not accept change-of-mind returns on:

•       Pendant lights

•       Ceiling lights and chandeliers

•       Wall lights and sconces

•       Outdoor lights

•       Cove lighting

•       Table and floor lamps

•       Bathroom mirror lights and recessed downlights

•       Special-order or made-to-order items

•       Sale and clearance items

•       Ex-display items (sold as-is)

 

This policy reflects the real handling difficulty of fragile lighting fixtures. Your statutory rights for faulty or misdescribed products remain unaffected — see below.

Faulty, damaged, or misdescribed items

Your statutory rights under the New Zealand Consumer Guarantees Act always apply. If a product:

•       Arrives damaged in transit

•       Is faulty or stops working under normal use

•       Doesn't match the description on our website

•       Isn't of acceptable quality

 

...contact us at admin@lighthouse.nz with your order number and photos within 7 days of receiving the item. We'll arrange a repair, replacement, or refund as appropriate. We cover return shipping costs for genuine faults.

Special order and made-to-order items

Some products in our range are ordered specifically for you from international suppliers. These items are clearly marked at checkout and are non-returnable for change of mind. Your statutory rights for faulty or misdescribed products are unaffected.

Ex-display items

Some items we sell are ex-display from our showroom — these are clearly noted on the product page. Ex-display items are sold as-is and are not eligible for change-of-mind returns. Statutory rights for major faults still apply.

How to make a return claim

•       Email admin@lighthouse.nz with your order number, the issue, and photos if relevant

•       We'll respond within 1 business day with next steps

•       For approved returns, pack the item securely (original packaging where possible)

•       Send via a tracked courier — we recommend insurance for valuable items

•       Once we receive and inspect the return, we'll process your refund or replacement within 3 business days

 

Refunds

Refunds are processed to your original payment method. Bank processing times vary — please allow 5–10 business days for the refund to appear in your account.