Refund policy

Refund Policy
Our commitment
We want you to receive the correct product in good condition. This policy explains how to request a return, replacement or refund. It works alongside any rights you have under applicable consumer law.
Damaged, defective, incorrect or incomplete products
Contact lightformsupport@gmail.com within 30 calendar days of delivery if your product arrives damaged, is defective, is materially different from what you ordered, or has a missing item or component.
Include:
your order number;
a clear description of the problem;
clear photographs or video showing the product, packaging, shipping label and issue; and
any other information reasonably needed to assess the claim.
If the claim is approved, Lightform will offer an appropriate remedy, which may be a replacement, missing component, repair where suitable, store credit or refund. We will not charge return shipping for a verified damaged, defective or incorrect item. In some cases, a return will not be required.
Change-of-mind returns
You may request a change-of-mind return within 14 calendar days of delivery. The product must be unused, unworn, unopened where supplied with a hygiene seal, complete and in its original packaging, with all accessories, manuals and promotional items.
For hygiene and safety reasons, beauty devices, skincare tools or products that have been opened, worn on the skin, used, altered or had a hygiene seal removed cannot be returned for change of mind. This exclusion does not remove your rights where a product is faulty, unsafe or not as described.
Approved change-of-mind returns are sent at the customer’s cost. Original delivery charges, customs fees and import taxes are not refundable unless required by law or caused by our error.
Non-returnable items
Unless faulty or required by law, we cannot accept returns of:
opened or used personal-care and hygiene products;
personalised, customised or made-to-order products;
gift cards;
products marked final sale; or
items damaged through misuse, neglect, incorrect assembly, unauthorised modification, ordinary wear and tear, or failure to follow the instructions.
How to request a return
Email lightformsupport@gmail.com before returning anything. If approved, we will provide return instructions and the correct return address. Do not send a return to the parcel’s sender address or directly to EPORLO unless Lightform instructs you to do so in writing. Unauthorised returns may be refused or lost.
Where a physical return is required, dispatch it promptly after authorisation, using a tracked service, and send us the tracking number. Keep proof of postage. Returned items remain the customer’s responsibility until received.
Cancellations and address changes
Contact us immediately after ordering. A full cancellation refund is available if we can stop the order before dispatch. We cannot guarantee cancellation or address changes after fulfilment begins, and a shipped order must follow the return process. Customised orders cannot be cancelled once production has begun.
Missing or significantly delayed orders
If tracking has not updated or the package appears lost, contact us so that we can investigate with the carrier and fulfilment partner. Subject to the carrier investigation and the Shipping Policy, a confirmed lost package may qualify for a replacement or refund.
For eligible shipments, an order may be treated as significantly delayed when transit exceeds 30 calendar days after dispatch to the United States or Europe, or 60 calendar days after dispatch to Africa. This does not apply where delivery failed because of an incorrect or incomplete address, an unclaimed or refused parcel, inability to contact the recipient, customs clearance problems caused by the recipient, or events outside reasonable control. Applicable consumer law may provide additional remedies.
Refund processing
We will notify you after reviewing the claim or receiving and inspecting an approved return. Approved refunds are issued to the original payment method. Please allow 5–10 business days after approval for your bank or payment provider to reflect the funds. Their processing time is outside our control.
Contact
Start a return or refund request by emailing lightformsupport@gmail.com with your order number.
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