Cancellation ,Return and Refund Policy for Hassle-Free Shopping Experience

Cancellation ,Return and Refund Policy

At Prime Lights , we strive to deliver products that elevate your space and exceed expectations. If something isn’t right, we’re here to help.

1. Eligibility for Returns

Returns are accepted only for damaged or defective products.
To be eligible, you must notify us within 24 hours of delivery with unboxing video and a description of the issue.

2. Return Process

Contact our support team via WhatsApp or email with your order ID and issue details.
Customers need to return the product to the nearest warehouse/store at their expense
Returned items must be unused, in original packaging, and accompanied by proof of purchase.
The acceptance of the Product for return shall be conditioned on passing the quality investigation by Prime Lights. Refund approval or rejection depends upon the investigation carried out by concerned team.

3. Refunds

Upon inspection and approval of the returned item, refunds will be processed within 7–10 business days to your original payment method.
In case of partial damage, we may offer replacement parts or store credit.

4. Breakage & Transit Insurance

All orders are covered under 100% breakage and transit insurance.
Claims must be submitted within 24 hours of delivery with supporting images and unboxing video.

5. Cancellation Policy

Orders can be cancelled within 24 hours of placement .
Refunds for cancelled orders will be processed within 5–7 business days .
The amount may be refunded after deducting payment gateway charges i.e. 3% of order value

Partial Cash on Delivery (COD) – Advance Payment Policy

To ensure order commitment and reduce fraudulent or non-serious orders, we offer a Partial Cash on Delivery (COD) payment option on selected order value .

1. Payment Structure

Customers opting for Partial COD are required to pay % of the total order value in advance at the time of placing the order.
The remaining amount is payable at the time of delivery to the delivery partner.
The advance amount will be adjusted against the final payable amount.

2. Nature of Advance Payment

The advance payment is a booking and order confirmation fee, collected to cover logistics, packaging, payment gateway charges, and operational costs.
By placing an order under Partial COD, the customer expressly agrees to this payment structure and terms.

3. Non-Acceptance of Delivery (RTO / Refusal Cases)

If the customer:
- refuses to accept the delivery, OR
- is unavailable after reasonable delivery attempts, OR
- provides incorrect/incomplete address leading to failed delivery,
the order will be treated as Return to Origin (RTO).
In such cases:
- The advance amount shall be non-refundable.
- This amount is retained as reasonable compensation for shipping, handling, and operational losses.

4. Cancellation Policy (Before Dispatch)

Orders can be cancelled within 24hrs of placing the order.
In such cases:
- The advance amount may be refunded after deducting payment gateway charges (i.e. 3% of sum paid).
Once the order is dispatched, cancellation is not allowed, and Clause 3 will apply.

5. Failed Delivery Due to Customer Fault

The advance amount will not be refunded in cases including (but not limited to):

Customer unreachable/unresponsive
Multiple delivery failures
Refusal without valid reason
Change of mind at the time of delivery

6. Exceptions – When Advance Will Be Refunded

The advance amount will be fully refunded if:

The order is cancelled by us due to stock unavailability
The product is not shipped at all
There is a verified technical/payment issue on our end

7. Post-Delivery Returns & Refunds

Once the order is successfully delivered and accepted:
- Standard Return & Refund Policy will apply.
- Refunds (if applicable) will be processed only after successful return inspection.
The advance amount will be treated as part of the total order payment.

8. Transparency & Customer Consent

By placing an order, the customer:
- acknowledges reading these terms
- agrees that the advance is non-refundable in RTO/refusal cases

9. Abuse & Fraud Prevention

We reserve the right to:

Disable COD or Partial COD for customers with high return/refusal history
Cancel orders that appear fraudulent or high-risk
Take appropriate action against misuse of services

10. Limitation of Liability

The advance amount retained is a genuine pre-estimate of loss due to logistics and operational costs.
It shall not be considered a penalty, but a reasonable charge, compliant with applicable laws.