Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@hexalighting.com.au. Please note that returns will need to be sent to the following address: 7/14 Green Street Banksmeadow 2019 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@hexalighting.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Made to Order and custom items
Our hexagon and linear lighting systems are made to order and assembled specifically to each customer's configuration, so they are not eligible for a cash refund for change of mind or incorrect ordering.

If you change your mind, we can offer store credit instead. Contact us within 30 days of delivery and return the item unused, uninstalled and in its original packaging (return postage at your cost). Once we receive and inspect it, we will issue store credit for the full product value. Shipping charges are not included in the credit, and store credit does not expire and can be used on any future order.

This does not affect your rights under the Australian Consumer Law. If an item is faulty, has a major failure or is not as described, you are still entitled to a repair, replacement or refund as set out below.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@hexalighting.com.au.

Warranty

For all warranty claims please ensure you have your proof of purchase at hand, an invoice from your electrician from the installation and the check the faulty product is within the applicable warranty period. This warranty is in addition to your rights under Australian Consumer Law. Where a product has a major failure, the customer may be entitled to a replacement, repair or refund.

Installation costs are not covered unless required under Australian Consumer Law.
Hexa Lighting Pty Ltd is not responsible for damages caused by unprofessional installation, modified products or manipulated by the customer or by any other person not authorised by the manufacturer; as well as by improper use, manipulation and / or short circuits, apparent signs of improper treatment.

Our warranty on lighting products is 5-7 years.

Please direct all warranty claims to sales@hexalighting.com.au with your name, order number, contact details and a detailed description of the problem with photographic images if possible.

If you receive the wrong Products, we will process an exchange for the correct ordered item(s), subject to availability, or arrange a refund. Please email sales@hexalighting.com.au with your name, order number, contact details and a detailed description of the order error. We will evaluate your request as soon as practicable.

If a product is confirmed faulty, HEXA Lighting will cover reasonable return shipping costs.
For change-of-mind exchanges, shipping costs are the responsibility of the customer.

Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

We do not provide refunds for change of mind or incorrect ordering, except where required under Australian Consumer Law.

Items must be returned in their original packaging and in the same condition as sent. Used or installed products may still be eligible for repair, replacement or refund if they fail to meet consumer guarantees under Australian Consumer Law.

Afterpay / PayPal and credit card fees will not be refunded.

Change-of-mind cash refunds are not available on:

• Made to Order items (all hexagon and linear lighting systems)
• Custom sizes, builds and special orders
• Clearance and sale items
• Accessories
• Gift cards

Made to Order and custom items may instead be returned for store credit as described above. Clearance items, sale items, accessories and gift cards are not eligible for return or store credit for change of mind.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.