Return Policy

We offer a 5-day return/exchange policy. You have 5 days to request for a return starting from the day that you received your item. To be eligible for a return/exchange, your item must be in the same condition as when you received it, unopened, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase (e.g confirmation email, order number).

All our returns are assessed on a case-by-case basis. To start a return/exchange or inquire whether your order is eligible for a return/exchange, you can contact us at orders@lightupk.com. Simply provide us with the order detail (e.g. order number), your contact information (e.g. your name, phone number, address), and your reason for requesting the return. Once your return request is received and approved we will 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/exchange will NOT be accepted. Items opened and used will NOT be accepted. If you send us back items that have been opened or used, it will be disposed of. We will not refund or return opened or used products. (For exceptions, please refer to Damages and Issues). Please note, pre-ordered items cannot be returned. Orders shipped out to locations outside of Canada and Continental United States are not eligible for refund or exchange. 

Damages and Issues 

Please film the entirety of the unboxing of your order/item.These videos must be unedited. The video proof must be sent to orders@lightupk.com when you send an email regarding damaged/defective item. For example, please begin filming before taking it out of the delivered box packaging. Please note that if these filming proof are not submitted, the return, exchange or refund may be denied.

Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you received a wrong item or a wrong order, so that we can evaluate the issue and make appropriate adjustments.

Please contact us at orders@lightupk.com to check the eligibility for your return. To process exchange or refund for the products, please contact us at orders@lightupk.com with supporting documentations (e.g. pictures), and we will process your return or refund or exchange. Please note, pre-ordered items cannot be returned. Orders shipped out to locations outside of Canada and Continental United States are not eligible for refund or exchange.

Exceptions/Non-Returnable Items

Certain types of items cannot be returned, opened and used items taken out of its original packaging, and custom products (e.g special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Also, if the product has been opened or used, you will not be eligible for a refund or exchanges. Please note, pre-ordered items cannot be returned. Orders shipped out to locations outside of Canada and Continental United States are not eligible for refund or exchange.

Unfortunately, we cannot accept returns for orders purchased with gift cards. Items purchased as gifts with gift receipts cannot be refunded. Items purchased with coupons may be eligible for a return and refund, however, please note that the only option for the refund will be our store credit.

Please get in touch with us at orders@lightupk.com if you have questions or concerns about returning specific items.

Exchanges

The fastest way to ensure that you get what you want is to return the item originally purchased, and once the return is accepted and processed, place a new order for your intended purchase.

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund has been approved or not. If approved, you will be automatically refunded to your original method of payment or in the form of store credit depending on the case. Please remember it can take some time for your bank or credit card company to process and post the refund to your bank account statement.

Shipping for Return Orders

Shipping costs on all returned orders will be covered within the 5-day period. Orders shipped out to locations outside of Canada and Continental United States are not eligible for refund or exchange.

Further Information

Please note our return policy may change from time to time, please refer to this page for the most up-to-date information.

Last updated: [Sep 2023]