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Refund policy

Order cancellation

We’re unable to cancel an order that is already In Progress or Fulfilled in order status. Please review your order carefully before checkout.

Change-of-mind returns

  • You may request a return within 30 days of receiving your order.
  • A 20% restocking fee applies to all change-of-mind returns (unless an item is faulty or damaged).
  • The item must be unused, uninstalled, unmodified, and returned in its original packaging with all accessories so it can be resold.
  • Shipping fees are non-refundable once an order has been dispatched.
  • Customers are responsible for arranging and paying all return freight charges.
  • Once your return is approved, the item(s) must arrive at our warehouse within 10 days of approval.

Exchanges

  • Exchanges are accepted within 30 days of delivery.
  • A 10% restocking fee applies to exchange items.
  • Customers are responsible for all freight charges for exchanges (both ways).
  • Exchange items must meet the same unused/original-condition standards as change-of-mind returns.

Items not eligible for change-of-mind return

  • Emac & Lawton
  • Cafe Lighting
  • Zaffero
  • All globes/bulbs, light tubes, and replacement parts
  • Sale/Clearance items
  • Special orders / imported items / made-to-order items (products ordered especially for you)

Damaged on arrival

If your order arrives damaged, please contact us as soon as possible so we can organise a replacement. Keep all packaging and provide clear photos of the product, internal/external packaging, and shipping label. In many cases we can arrange a prompt collection of the damaged parcel and send a replacement.

Faulty products (warranty)

If a product develops a fault within its warranty period, you may be entitled to replacement parts or a replacement product in line with the manufacturer’s warranty. Contact us with your order number, a description of the fault, and photos/video; we’ll advise next steps.

How to start a return or exchange (RA required)

  1. Email: sales@bestbuylighting.com.au to request a Return Authorisation (RA) number.
    Include your order number, item(s), reason for return, and photos (if damaged/faulty).
  2. Approval & instructions: We’ll confirm eligibility, advise any fees, and provide the return address.
  3. Send items: Carefully pack the product in original packaging. Returns without an RA number will not be accepted or refunded.
  4. Inspection & outcome: Once received and inspected, we’ll process your refund (less fees), exchange, or warranty resolution and email you the outcome.

Important notes

  • We cannot accept returns for items that have been installed, used, modified, damaged due to incorrect installation, or returned without original packaging/accessories.
  • We reserve the right to decline a return if the product does not meet the conditions above or is returned without an RA.
  • Refunds are issued to the original payment method. Processing times may vary by provider.