Refund policy
Return & Refund Policy
Last updated: 1 April 2026
Welcome to the Mysalights Return & Refund Policy, operated by Witteveen E-commerce LLC. We want you to be completely satisfied with your purchase. Please read this policy carefully so you know exactly what to expect if something is not right with your order.
This policy applies to customers in the United Kingdom and the European Union.
Summary
- You may return an item within 30 days of delivery.
- To initiate a return, use our Returns Portal or contact us at support@mysalights.com.
- Return shipping costs are the customer's responsibility. We do not provide free return labels.
- For confirmed defects, we send a free replacement. A monetary refund does not apply in defect cases.
- Refunds are processed within 5 business days of receiving and inspecting the return.
1. Return Window
You may request a return within 30 days of receiving your order. Please ensure your return package has been physically shipped within this period. Return requests submitted after 30 days cannot be accepted.
2. Defects & Damage Upon Arrival
If you receive a damaged or defective item, contact us as soon as possible at support@mysalights.com. Depending on the issue, we will ask for the following evidence:
| Issue | Required Evidence |
|---|---|
| Dent or scratch | Clear photo of the damage |
| Other defect (e.g. lamp not working, incorrect function) | Video clearly showing the problem |
Important: For confirmed defects, we will always send a free replacement product. A monetary refund does not apply in the case of a confirmed defect.
3. Missing Items
If an item is missing from your order, contact us at support@mysalights.com with your order number. We will always arrange a reshipment or replacement at no additional cost to you.
4. Damaged Packaging During Transit
Our products are carefully packaged, but outer packaging may occasionally be damaged in transit. This is not an issue as long as the lamp itself is intact. If the lamp or product is damaged during transit, contact us immediately at support@mysalights.com with photos or video evidence.
5. How to Start a Return
- Visit our Returns Portal.
- Upload the required evidence (photo or video — see Section 2).
- Select the item(s) you wish to return.
- Complete the return form accurately and in full.
- Once your return is approved, you will receive the return address and further instructions by email.
⚠️ Do not send any items back without first receiving approval and the return address from us. Unauthorised returns cannot be processed.
6. Return Conditions
For a return to be accepted, the following conditions must be met:
- The product must be unused and in its original condition.
- All original labels, accessories and packaging must be intact.
- The item must be securely packaged to prevent damage during return transit.
- We are not responsible for damage or loss during return shipping.
7. Return Address
Once your return has been approved, we will provide you with the full return address by email. Returns are sent to our warehouse in China.
8. Return Shipping & Costs
Returns are shipped to our warehouse in China. You may choose any courier of your preference. Return shipping costs are at your own expense — we do not provide prepaid return labels.
- Import duties, customs charges, and clearance fees for returns to China are also the customer's responsibility. These costs are outside our control and cannot be estimated in advance.
- Packages held at customs are the customer's responsibility.
- You must share your tracking number with us at support@mysalights.com as soon as you have shipped your return. Returns cannot be confirmed or processed without a valid tracking number. Keep your tracking number until you have received written confirmation from us that your return has been received.
- We are not responsible for any loss or damage that occurs during return transit. Risk of loss passes to the customer once the return package leaves their possession.
9. Refunds
Once your return has been received and inspected, we will process your refund within 5 business days. You may choose to receive your refund as:
- A credit to your original payment method, or
- Store credit
Please allow an additional 3–5 business days for your bank or payment provider to process the transaction. Processing times vary by provider and are outside our control.
10. Return Rights — UK & EU Customers
United Kingdom
Under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, UK consumers have the right to cancel an online order within 14 days of receiving the goods (cooling-off period) and return items within a further 14 days. Our 30-day return window exceeds this statutory minimum.
If an item is faulty or not as described, you are entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.
European Union
Under EU Directive 2011/83/EU (Consumer Rights Directive), EU consumers have the right to withdraw from a distance contract within 14 days of receiving the goods without giving any reason. Our 30-day return window exceeds this statutory minimum.
For defective goods, EU consumers are protected by the legal guarantee of conformity under EU Directive 2019/771, entitling them to repair, replacement, or refund.
In both cases, statutory consumer rights are unaffected by and in addition to the terms of this policy.
11. Exclusions
The right of return does not apply to:
- Items that have been used, altered, or damaged after delivery (beyond what is necessary to inspect the product).
- Items returned without original packaging or labels.
- Custom-made or personalised items, unless required by applicable law.
- Items where packaging damage only occurred during transit and the product itself is intact.
12. Undeliverable Packages & Address Changes
If a package cannot be delivered due to an incorrect address, refusal of delivery, or failure to collect, return and re-shipping costs may be deducted from any applicable refund. If you need to change your delivery address, contact us immediately at support@mysalights.com — we will do our best to update the address if the order has not yet been dispatched.
13. Dispute Resolution
If your issue cannot be resolved directly with us, you have the following options:
- EU customers: You may contact your national consumer dispute resolution body. A list of approved bodies per EU member state is available via the European Consumer Centre (ECC) Network: https://ec.europa.eu/info/live-work-travel-eu/consumer-rights-and-complaints/resolve-your-consumer-complaint/european-consumer-centres-network-ecc-net_en
- UK customers: You may contact the Citizens Advice consumer helpline at https://www.citizensadvice.org.uk or refer your complaint to an approved Alternative Dispute Resolution (ADR) body.
Customer Service
Email: support@mysalights.com
Hours: 7 days a week, 09:00 AM – 05:00 PM (MT / GMT-6)
Company Information
Company: Witteveen E-commerce LLC
EIN: 30-1430114
Address: 1209 Mountain Rd. PL NE STE R, Albuquerque, NM 87110, United States
Email: support@mysalights.com
Related Policies
Shipping Policy | Privacy Policy | Terms of Service | Payment Policy