Refund policy

REFUND, RETURN & EXCHANGE POLICY

At Light Avenue, we are committed to providing quality products and reliable after-sales support. All returns, exchanges and refunds are subject to the conditions below.

RETURN ELIGIBILITY

Eligible in-stock items may be returned within 7 days from the date of delivery.

To qualify for a return:

• The item must be unused and in like-new condition.
• The item must be returned in its original packaging.
• All tags, accessories and included parts must be intact.
• A valid receipt, invoice or proof of purchase must be provided.

The following items are not eligible for return unless otherwise approved by Light Avenue:

• Customized items
• Indent or special-order items
• Clearance items
• Sale items
• Free gifts
• After-sales spare parts
• Installed sanitary products
• Installed basins
• Installed toilet bowls / sanitary ware
• Installed taps and mixers

For hygiene reasons, sanitary products that have already been installed or used cannot be returned or exchanged.

Returns or exchanges arising solely from change of mind, incorrect product selection, incorrect measurements, or installation errors may not be accepted.

Cosmetic issues that do not affect the functionality of the product may not qualify for return or exchange.

REPORTING DAMAGE, DEFECTS OR MISSING ITEMS

Customers are required to inspect all products upon delivery.

Any visible damage, missing items, quantity discrepancies, scratches, dents, chips, cracks or other cosmetic defects must be reported to Light Avenue within 48 hours from the date of delivery.

When reporting a defect, please provide:

• Order or invoice number
• Customer name and contact details
• Photos or videos showing the issue
• A brief description of the problem

Light Avenue will review the case and recommend an appropriate solution, which may include troubleshooting, repair, replacement, exchange or refund.

RETURN PROCESS

To request a return:

1. Contact our Customer Service Team at sales@lightavenuesg.com.
2. Provide your invoice number and reason for the return.
3. Wait for confirmation before returning the product.
4. Ensure the product is properly packed in its original packaging.
5. The returned product will be inspected before the return, exchange or refund is approved.

Return transportation costs are generally the responsibility of the customer.

For bulky-item collection arranged by Light Avenue, a logistics fee of $60 per trip may apply.

EXCHANGES

Approved returned items may be exchanged for another product of equivalent or greater value, subject to availability.

If the replacement product is of lower value, a restocking fee of up to 10% based on the originally delivered product value may apply.

Where approved by management, store credit may be issued instead of a cash refund or restocking-fee waiver.

For orders that have not yet been delivered, customers should request changes at least 7 days before the scheduled delivery date.

Changes requested less than 7 days before delivery may be subject to a 10% restocking, administrative or order-processing fee.

REFUNDS

Once a returned item has been received and inspected, Light Avenue will notify the customer whether the refund request has been approved or rejected.

Approved refunds will be processed within 14 business days using the original payment method.

The following are generally excluded from refunds:

• Shipping fees
• Delivery fees
• Service fees
• Gift cards
• Vouchers, including Climate Vouchers
• External promotional redemptions
• Giveaways
• Credit card promotional gifts
• Purchases made through external websites or third-party vendors
• Sale items
• Free gifts
• Indent items
• Customized items

FEES & DEDUCTIONS

Where applicable, Light Avenue reserves the right to charge an open-box, restocking, administrative or cancellation fee of up to 10%.

If damage, missing parts or deterioration are identified during inspection, deductions of up to 30% of the product purchase value may be applied.

Any applicable deductions will be communicated to the customer.

Where an order cancellation is approved before shipment, a cancellation fee of up to 10% may apply.

Instalment or payment-processing charges may also apply where relevant.

DEFECTS & WARRANTY CLAIMS

Warranty coverage begins from the date of delivery unless otherwise stated.

Warranty generally covers manufacturing and functional defects based on the applicable product or brand warranty.

Warranty does not cover damage arising from:

• Misuse
• Negligence
• Accidents
• Improper third-party installation
• Unauthorized modification
• Improper cleaning
• Normal wear and tear
• Cosmetic damage reported after installation or use

If a covered product or component has been discontinued or is unavailable, Light Avenue may provide a similar replacement of equivalent value.

Once the warranty period has expired, an on-site service fee of $60 covering transport and labour may be required before a service appointment is confirmed.

Replacement parts, where required, will be charged separately.

Warranty coverage is valid only for the original purchaser and is non-transferable unless otherwise stated.

Light Avenue reserves the right to assess each return, exchange, refund and warranty claim based on the condition of the goods, supporting documentation and the applicable terms of the original order.

For assistance, please contact:

sales@lightavenuesg.com