Refund policy

At a glance

  • Returns and exchanges are accepted within 7 days of delivery.
  • Regular-price items can be returned for a refund or exchanged.
  • Sale items are not refundable. They can be exchanged or returned for store credit.
  • Custom and special-order pieces cannot be returned.
  • Faulty, damaged or incorrect items are always put right.

1. Return window

You have 7 days from the date you receive your order to request a return or exchange. Requests made after this period cannot be accepted, except for faulty items as described in section 6.

2. Condition of returned items

To be eligible for a return or exchange, the item must be:

  • unused, and not installed, wired or modified;
  • in its original packaging, with all parts, fittings, accessories and manuals included; and
  • accompanied by your receipt, invoice or order number as proof of purchase.

We inspect every returned item. Items that do not meet these conditions may be refused or sent back to you.

3. Regular-price items

Items bought at full price may be returned for a refund or exchanged for another product, provided they meet the conditions in section 2.

4. Sale items

Items bought on sale or at a discounted price are not eligible for a refund. Within the same 7-day window, and subject to the conditions in section 2, a sale item may be:

  • exchanged for another product; or
  • returned for store credit equal to the amount you paid.

5. Items that cannot be returned

  • Custom, bespoke or made-to-order lighting.
  • Special orders placed at your request for items we do not normally stock.
  • Items that have been installed, wired, altered or damaged after delivery (unless faulty, see section 6).

6. Damaged, faulty or incorrect items

Please inspect your order when it arrives. If an item is damaged in transit, faulty, or not what you ordered, contact us within 7 days of delivery with your order number and clear photos of the item and packaging. Once we have assessed the issue, we will arrange a repair, replacement or refund. This applies to sale items as well.

7. How to start a return or exchange

  1. Email info@islamabadlights.com or call either showroom with your order number, the item and the reason for the return.
  2. We will confirm whether the return is approved and explain how and where to send or drop off the item.
  3. Return the item, with its original packaging and proof of purchase, as instructed.

Items sent back without an approved return request cannot be accepted.

8. Return delivery

If an item is faulty, damaged on arrival or incorrect, we will cover the cost of returning it. For all other returns and exchanges, return delivery is the customer's responsibility, or you are welcome to bring the item to either of our Islamabad showrooms.

9. Refunds

Once your return has been received and inspected, we will let you know whether the refund has been approved. Approved refunds are issued to your original payment method within 10 business days. For cash-on-delivery orders, refunds are made by bank transfer to an account you provide. Please allow additional time for your bank to process the refund.

10. Exchanges 

For exchanges, any price difference between the original item and the replacement will be settled at the time of the exchange. 

11. Contact us

Email: info@islamabadlights.com
Blue Area showroom: 9-11 Bilal Plaza, Blue Area, Islamabad · 051-2150070
DHA showroom: Plot #20, Grand Trunk Road, DHA Phase II (next to Giga Mall), Islamabad · 051-6103088