Refund policy
At IN-LUX, we stand behind the quality of our products and aim to ensure you are fully satisfied with your purchase.
1. Returns
We accept returns on unused products in original condition within 14 days of delivery.
To be eligible for a return:
- Items must be unused and in original packaging
- Proof of purchase is required
- Products must not be installed or damaged
To request a return, please contact us at office@in-lux.co.nz.
2. Faulty or Damaged Products
If your product arrives damaged or is faulty, please contact us within 7 days of delivery.
We will:
- Repair, replace, or refund the item in accordance with the Consumer Guarantees Act 1993 (NZ)
- Cover any reasonable return shipping costs
Please include photos and a description of the issue when contacting us.
3. Change of Mind
If you change your mind, returns may be accepted at our discretion.
- Return shipping costs are the responsibility of the customer
- A restocking fee may apply
- Original shipping costs are non-refundable
4. Refunds
Once your return is received and inspected, we will notify you of the outcome.
If approved:
- Refunds will be processed to the original payment method
- Please allow 3–7 business days for the refund to appear
5. Non-Returnable Items
The following items may not be eligible for return:
- Installed or used products
- Custom or special-order items
- Products damaged due to incorrect installation or misuse
6. Exchanges
We may offer exchanges for faulty or damaged items. Please contact us to arrange this.
7. Installation Responsibility
IN-LUX products must be installed according to manufacturer guidelines. We are not responsible for issues caused by incorrect installation.
8. How to Start a Return
To initiate a return, please contact:
Email: office@in-lux.co.nz
Include your order details and reason for return.
9. Your Rights
This policy is in addition to your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, which cannot be excluded under New Zealand law.