Return & Exchanges Policy
We are doing our best to ensure product quality and order accuracy. However, it may happen that you receive a damaged item, poor-quality knitting or incorrect product. Thankfully it is rather unusual! But, if it is the case, we guarantee a 100% satisfaction to all of our customers by offering a free replacement order or a refund on the affected items.
IMPORTANT NOTE:
If your order is custom knitted just for you, we aren’t responsible for return or exchanges due to incorrect fit issues. We only replace items if they are defective or damaged.
Buyers assume all risks when choosing the style and fit of their purchase. To better help you in choosing the right size, we always provide size chart or description for each product. Just click on the Product Details link to find your best fit!
RETURNS
You have 20 calendar days to return an item from the date you received it. We only refund if the items are defective or damaged.
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. To complete your return, we require a receipt or proof of purchase.
HOW DO I RETURN AN ITEM?
Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
Only items purchased directly from galaxlight will be accepted.
Returned items must be in original packaging, including any accessories, manuals, and documentation.
Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.
Returns made without receipt may be refused. Galaxlight reserves the right to deny any return.
DID YOU RECEIVE A FAULTY UNIT, OR THE WRONG PRODUCT?
Please contact us to start the return process. Please include the following information:
- Order number
- Proof of purchase
- Complete delivery address
- Contact telephone number
In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.
HOW LONG IS THE RETURNS PROCESS?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
For items returned due to defects or damage, a full refund will be credited for defective products, and you don’t need to pay any fee at all. For non-defective items, refund excludes all shipping and handling fees.
EXCHANGES (IF APPLICABLE)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected], or contact us.
You may be responsible for paying 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.
HOW DO I CHANGE OR CANCEL MY ORDER?
Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note that any orders that have already been packed or shipped cannot be modified or cancelled.
To check the status of your order, please log-in to your galaxlight account or contact us.
