Last Updated: July 7, 2026 At Goodlume, we want you to be completely satisfied with your lighting purchase. If you are not entirely happy with your order, we are here to help. This Return and Refund Policy outlines the terms and conditions for returning products and obtaining refunds.
We accept returns under the following conditions:
Timeframe: Items must be returned within 30 days of the delivery date.
Condition: Items must be unused, undamaged, and in their original packaging with all accessories, manuals, and documentation included.
Proof of Purchase: A valid order number or proof of purchase is required for all returns.
Non-Returnable Items: The following items cannot be returned:
– Items marked as “Final Sale” or “Clearance”
– Gift cards
– Items that have been installed, used, or damaged after delivery
– Items without original packaging
– Custom or personalized orders
– Bulbs that have been removed from original packaging
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2. RETURN PROCESS
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Step 1 – Initiate Your Return:
Contact our customer service team at support@waitroses.shop to request a return authorization. Please provide your order number and reason for return.
Step 2 – Receive Return Instructions:
Once your return is approved, we will send you a Return Merchandise Authorization (RMA) number and detailed return instructions via email.
Step 3 – Package Your Return:
– Securely pack the item in its original packaging
– Include all accessories, manuals, and documentation
– Clearly write the RMA number on the outside of the package
– Include a copy of your order confirmation or packing slip inside
Step 4 – Ship Your Return:
– Use a trackable shipping method
– Ship to the address provided in your return instructions
– Keep your tracking number for your records
– We recommend purchasing shipping insurance for high-value items
Step 5 – Return Processing:
Once we receive your return, we will inspect the item within 3-5 business days. You will receive an email notification once your return has been processed.
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3. REFUND OPTIONS
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Original Payment Refund:
Refunds will be issued to the original payment method used for the purchase. Please allow:
– 5-10 business days for credit card refunds to appear on your statement
– 3-5 business days for PayPal refunds
– 5-10 business days for Shop Pay, Apple Pay, and Google Pay refunds
Store Credit:
If you prefer, you may opt for store credit instead of a refund. Store credit will be issued as a gift card code via email within 2 business days of return processing and never expires.
Exchange:
If you would like to exchange your item for a different product:
– Return the original item following the process above
– Place a new order for the desired item
– We will process your refund once the return is received
Partial Refunds:
Partial refunds may be issued in the following circumstances:
– Items returned with missing accessories (refund less accessory value)
– Items showing signs of use or damage
– Items returned after the 30-day window (at our discretion)
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4. RETURN SHIPPING COSTS
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Customer Responsibility:
Unless the return is due to our error (defective product, wrong item shipped), the customer is responsible for return shipping costs.
Our Error:
If you received a defective, damaged, or incorrect item, we will provide a prepaid return label and cover all return shipping costs.
Original Shipping Costs:
Original shipping charges are non-refundable unless the return is due to our error.
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5. DAMAGED OR DEFECTIVE ITEMS
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Upon Delivery:
If your item arrives damaged or defective:
1. Take clear photos of the damage and packaging
2. Contact us within 48 hours of delivery at support@waitroses.shop
3. Include your order number and photos in your message
4. We will arrange for a replacement or full refund
After Installation:
If you discover a defect after installation:
1. Contact us within 30 days of delivery
2. Provide photos of the defect and your order number
3. We will assess the issue and provide a replacement, repair, or refund
Manufacturer Defects:
Some products may be covered by manufacturer warranties beyond our 30-day return window. We will assist you in contacting the manufacturer for warranty claims.
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6. WRONG ITEM RECEIVED
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If you received an item different from what you ordered:
1. Contact us immediately at support@waitroses.shop
2. Provide your order number and photos of the item received
3. We will send you a prepaid return label
4. We will ship the correct item at no additional cost
5. If the correct item is unavailable, we will issue a full refund
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7. ORDER CANCELLATIONS
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Before Shipment:
If you need to cancel your order before it ships, contact us immediately at support@waitroses.shop. We will cancel the order and issue a full refund to your original payment method.
After Shipment:
Once an order has shipped, it cannot be cancelled. You may return the item following our standard return process after delivery.
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8. EXCHANGES
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We do not process direct exchanges. If you would like a different item:
1. Return the original item following our return process
2. Place a new order for the desired item
3. Your refund will be processed once we receive your return
This ensures you receive your new item quickly while we process your return.
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9. WARRANTY INFORMATION
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Manufacturer Warranties:
Many of our lighting products come with manufacturer warranties ranging from 1 year to lifetime coverage. Warranty terms vary by brand and product. Please refer to product documentation or contact us for specific warranty information.
Our Commitment:
Even beyond our 30-day return window, we are committed to your satisfaction. If you experience issues with a product, please contact us and we will work with you to find a solution, whether through manufacturer warranty, repair, or replacement options.
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10. REFUND TIMELINE
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Return Received: 3-5 business days for inspection and processing
Refund Issued: 1-2 business days after approval
Refund Appears on Statement:
– Credit Cards: 5-10 business days
– PayPal: 3-5 business days
– Shop Pay/Apple Pay/Google Pay: 5-10 business days
Total Time: Please allow up to 14 business days from the date we receive your return for the refund to appear on your statement.
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11. GIFTS AND GIFT RECEIPTS
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Gift Returns:
If you received an item as a gift and need to return it:
– Contact us with the order number or gift recipient’s name
– We can issue store credit to you or process an exchange
– Original purchaser information may be required
Gift Cards:
Gift card purchases are non-refundable. Gift cards do not expire and can be used for any purchase on our website.
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12. INTERNATIONAL RETURNS
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International customers may return items following the same process as domestic customers. Please note:
– Customer is responsible for all return shipping costs and customs fees
– We recommend using a trackable shipping method
– Refunds will be issued in USD at the current exchange rate
– Original international shipping costs are non-refundable
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13. FRAUD PREVENTION
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We reserve the right to refuse returns or refunds in cases of suspected fraud or abuse of our return policy. This includes but is not limited to:
– Excessive returns by the same customer
– Returns of items that do not match our inventory
– Returns without valid proof of purchase
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14. POLICY UPDATES
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We may update this Return and Refund Policy from time to time. Changes will be effective immediately upon posting to our website. Return requests will be processed according to the policy in effect at the time of your original purchase.
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15. CONTACT US
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For return-related questions or to initiate a return, please contact us:
Email: support@waitroses.shop
Response Time: Within 24 hours during business days
Phone: [Your Customer Service Phone Number]
Hours: Monday – Friday, 9:00 AM – 5:00 PM EST
Mailing Address for Returns:
Goodlume Returns
Phone:+1 212-243-0051
Address:138 W 24th St, New York, NY 10011
Please note: Returns sent without prior authorization may be refused or subject to processing delays.