Refund policy
At JD Lighting, we are committed to delivering quality products and an exceptional customer experience. If something isn’t right, our team is here to help.
This policy operates in addition to your rights under the Australian Consumer Law (ACL).
Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to:
- A replacement or refund for a major failure
- Compensation for any other reasonably foreseeable loss or damage
- Have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure
Nothing in this policy limits or excludes your statutory rights.
Installation Requirements
Unless clearly marked as DIY (Do It Yourself), all hardwired electrical products must be installed by a licensed electrician.
JD Lighting may request proof of professional installation (such as an electrician’s invoice) when assessing warranty claims.
Damage caused by incorrect installation, misuse, unauthorised modification, voltage irregularities, or failure to follow manufacturer instructions is not covered.
JD Lighting is not responsible for installation, removal or reinstallation costs unless required under Australian Consumer Law.
Inspect Before Installation
We strongly recommend inspecting all products immediately upon delivery.
Any cosmetic concerns — including finish, colour variation, visible damage or missing components — must be reported prior to installation.
Products that have been installed are not eligible for change-of-mind returns or cosmetic damage claims unless required under Australian Consumer Law.
Faulty Items
If you believe your item is faulty, please contact us as soon as possible with:
- Your order number
- A detailed description of the issue
- Clear photos or videos
- Proof of professional installation (if applicable)
Once assessed:
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For major failures, you may choose a refund or replacement in accordance with ACL.
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For non-major failures, we may offer repair or replacement.
JD Lighting will cover reasonable return shipping costs for confirmed faulty items.
Please retain the product and all original packaging until your claim has been assessed.
Incorrect or Damaged on Arrival
If your order arrives damaged or incorrect, please notify us within 7 days of delivery so we can resolve the issue promptly.
We may request photographic evidence of the product and packaging.
Once confirmed, we will arrange a replacement, refund or suitable resolution at no additional cost to you.
Please do not dispose of damaged goods without written confirmation from our team.
Change of Mind Returns
We offer change-of-mind returns within 30 days of delivery, subject to the following conditions:
- Item must be unused, uninstalled and unaltered
- Item must be in original condition
- Item must be returned in original, undamaged packaging
- All internal protective materials, manuals and accessories must be included
- Proof of purchase is required
Items that have been installed, wired, modified, cut to size, programmed or altered in any way are not eligible for change-of-mind return.
Approved returns must be received within 14 days of the Return Authorisation date.
Packaging & Resale Condition Requirements
To be eligible for return, products must be received in a condition suitable for resale.
This means:
- No writing on the product box
- No coloured tape, masking tape, duct tape or labels attached directly to the product packaging
- No damage, crushing, tearing, water exposure or excessive wear to packaging
- All original inserts, protective materials and components included
The product’s original box must not be used as the outer shipping carton. Returns must be packaged inside a separate protective outer carton or wrapping to prevent transit damage.
Products received with damaged, marked or non-resalable packaging may incur a reduction in refund value or may be refused.
Return Costs – Change of Mind
- Return shipping costs are the responsibility of the customer
- Original shipping charges are non-refundable
- If your order qualified for free shipping, the outbound shipping cost incurred by JD Lighting will be deducted from your refund
- Oversized, fragile, palletised or freight items may incur additional return shipping charges
We recommend using a tracked shipping service, as JD Lighting is not responsible for items lost or damaged in transit.
Refund Options – Change of Mind
For approved change-of-mind returns, you may choose:
Option 1: Store Credit
- Full product value
- Valid for 3 years
Option 2: Refund to Original Payment Method
- Less a 20% restocking fee
- Less any applicable outbound shipping costs
Refunds are processed within 3–5 business days of return approval.
Please allow additional time for your financial institution to finalise the transaction.
Order Cancellations
Orders may be cancelled within 12 hours of placement, provided they have not been dispatched or entered production.
Once dispatched, orders cannot be cancelled and will be processed under the Change of Mind policy.
Custom-made, made-to-order, indent or special-order products cannot be cancelled once production or supplier processing has commenced.
Non-Returnable Items (Change of Mind)
The following items are not eligible for change-of-mind returns:
- Custom-made or made-to-order products (including cut-to-length LED strip and extrusions)
- Clearance items
- Ex-display items
- Discontinued items
- Special order or indent items
- Gift cards or vouchers
- Complimentary or bonus items
This does not affect your rights under Australian Consumer Law where a product is faulty.
Assessment of Returns
All returned products are inspected upon arrival.
We aim to assess returns within 2 business days of receipt.
If a return does not meet the conditions outlined in this policy, we will contact you with the option to:
- Have the item returned to you at your cost, or
- Accept a partial store credit where appropriate
JD Lighting reserves the right to refuse a return where proof of purchase cannot be reasonably verified or where return conditions have not been met.
How to Request a Return
Step 1 – Request Authorisation
Email: warranty@jdlighting.com.au
Please include:
- Order number
- Reason for return
- Supporting photos (if applicable)
You must receive a Return Authorisation (RA) Number before sending any goods back.
Returns received without prior approval may be refused.
Step 2 – Send Your Item
Follow the return instructions provided by our team.
- For confirmed faulty or incorrect items, JD Lighting will provide return instructions and, where applicable, a return label.
- For change-of-mind returns, customers must arrange and pay for return shipping.
Items must be securely packaged to prevent damage in transit.
Do not attach shipping labels or tape directly to the product packaging.
Step 3 – Processing
Once received and approved, we will process your refund, exchange or store credit within 3–5 business days.
You will be notified once your return has been completed.
Trade Accounts
This policy applies to retail purchases only.
JD Lighting Trade account holders are subject to separate Trade Terms & Conditions.
Liability & Governing Law
To the extent permitted by law, JD Lighting excludes liability for indirect or consequential loss arising from the use of our products or website.
This policy is governed by the laws of Australia.
