7 Day Right Fit Guarantee
We go above and beyond Victoria’s consumer warranty by providing our customer with confidence to buy. This program ensures the product is fit for use and right for your application, allowing you to check the sizing and compatibility is correct. All returns must be made within 7 days of receiving your product or order. Return requests should be made by emailing us at [email protected]. Returns and exchange products must be of original unused condition without any modification or marking. All change of mind orders paid via Afterpay result in a 6.6% non refundable administration fee.
Postage cost of returned items
If your product has found to been faulty within 30 days of receiving we will cover any reasonable return postage costs. If the item was picked up in store from our show room the buyer must return the item to the show room at their expense. Please note if the product has been deemed faulty by misuse, Supernova Lighting reserves the right to request all postage costs.
Please contact us by email at [email protected] to request a product return authorisation form. It is the buyers responsibility to ensure the product is returned to Supernova Lightings warehouse safely. Please take necessary measures when packaging the product.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back without contacting us directly.
There are certain situations where only partial refunds are granted: (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 14 days after delivery (not including delivery times).
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, this may take a few days to process depending on payment method.
All change of mind orders paid via Afterpay result in a 6.6% non refundable administration fee.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. You may exchange your unused item with another of equal value or greater and pay the difference. Please contact us via email to arrange.
To return your product, you should mail your product to: 8/71 Frankston Gardens Drive, Carrum Downs, VIC, 3201, Australia after contacting us first.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
All change of mind orders paid via Afterpay result in a 6.6% non refundable administration fee. Payments made via Stripe and Paypal do not incur this fee.