REFUND & EXCHANGE POLICY

We want you to be happy with your purchase at Lightning Planet.

If there is an issue with your purchase, please bring the product and your proof of purchase to our team. We will assess the item and help you with the appropriate solution.

CHANGE OF MIND

Changed your mind? No problem.

Change-of-mind returns may be accepted within 14 days of purchase if:

The product is unused and in its original condition
The original packaging is complete and undamaged
The item can be confirmed as purchased from Lightning Planet
Valid proof of purchase can be provided

Examples include:

Wrong size
Wrong colour
No longer wanted
Purchased the wrong item
Simply changed your mind

Please note that some clearance, imperfect or specially marked products may not be eligible for change-of-mind returns.

FAULTY OR DAMAGED PRODUCTS

If you believe your product is faulty, damaged, missing important parts or not working as expected, please bring it back to us.

Our team will inspect the product and may ask for:

Receipt or other proof of purchase
Product packaging, where available
Details about the issue
Photos or other supporting information where required

Depending on the issue, we may offer an appropriate solution such as:

Replacement / Exchange / Refund

Some cases may require further assessment before a final solution can be confirmed.

PROOF OF PURCHASE

Please keep your receipt whenever possible.

If you do not have your receipt, we may still be able to locate your purchase using information such as:

Purchase date
Approximate purchase time
Purchase amount
Product details
Card or bank payment record

If we are unable to immediately locate the original transaction, we may ask you to complete a Refund Request Form so our team can review your request.

PRODUCTS PURCHASED MORE THAN 14 DAYS AGO

Change-of-mind returns are generally not accepted after 14 days from the purchase date.

If the product has a fault or other quality issue, please speak with our team. We will assess the product separately based on the nature of the issue.

CLEARANCE & IMPERFECT PRODUCTS

Some products may be sold as:

Clearance / Imperfect / Known Fault

If a specific fault or imperfection was clearly disclosed when the product was purchased, returns generally cannot be accepted for that same disclosed issue.

However, if the product develops a different issue that was not disclosed at the time of purchase, please speak with our team and we will assess it.

OPENED OR DAMAGED PACKAGING

For change-of-mind returns, products should normally be returned with their original packaging in complete and resalable condition.

If the product itself is faulty, we will still assess the issue even if the packaging has been opened or damaged.

CUSTOMER-DAMAGED PRODUCTS

Refunds or exchanges generally cannot be provided where damage has been caused by:

Incorrect use
Accidental or physical damage after purchase
Lost or missing parts after purchase
Modification of the product
Other damage not caused by a product fault

If you disagree with our initial assessment, you may request further review.

DIY & HANDMADE PRODUCTS

Because DIY and handmade products involve customer selection and participation, they may require individual assessment.

Issues caused by incorrect colour selection, customer operation or accidental damage during the DIY process are generally not eligible for a refund.

If there is an issue with the materials supplied, an incorrect item was provided by our staff, or the product/material itself is faulty, please speak with our team.

Depending on the situation, we may offer:

Replacement Material / Redo / Exchange / Other Appropriate Solution

REFUND METHOD

Approved refunds will normally be returned to the original payment method.

Card Purchase → Refund to Card
Cash Purchase → Refund according to the original Cash transaction
Gift Card / Store Credit → Returned to the applicable Gift Card / Store Credit

For Gift Card refunds, please provide the original Gift Card number.

Refund processing times may vary depending on the payment provider.

NEED FURTHER REVIEW?

Some refund or exchange requests may require review by a Manager or our Customer Service team.

If an immediate decision cannot be made, we may ask for:

Your name
Phone number
Purchase information
Proof of purchase
Photos or supporting documents
Details of your request

We will then submit your request for review.

Business Days: Normally within 1–2 business days
Weekend Requests: Normally reviewed on the next business day

Submitting a request for review does not automatically mean that a refund has been approved.