Refund policy

While we’re sure you’ll love what you’ve ordered, we understand that sometimes you might have second thoughts. To make a return for a refund or exchange, please ensure you read all the terms and conditions below: 

Please have your order number to hand. If your order has already been packed or dispatched, then you will need to follow our returns procedure once you’ve received your delivery (detailed below).

We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at allenminta@gmail.com.

Returning or exchanging a product

At Excelsior Lights, we want you to be delighted with every purchase you make. In the event that you’re not and you wish to exchange or return a product, you have 30 days from the date you receive them to return the goods. The items must be unused, in the original packaging and in a re-saleable condition to receive a full refund.

Faulty, incorrect or damaged goods

As much as we dislike it, mistakes occasionally happen - if your order is faulty, incorrect or damaged, please use our Contact Us form. If any items are missing from your order it is important to notify a member of our team within 24 hours. Our helpful customer service team will resolve your issue for you.

How to return or exchange a product

You must email our team before exchanging a product, and you mat do so using our Contact Us form. Make a note of your original order number. You must keep your proof of purchase safe and have this to hand if we request it (your order confirmation email will do).Complete a letter and ensure you provide a reason for returning your items. Place the letter inside the parcel and securely package it. Once we approve your return, send the product back using the prepaid label we email you, or keep your proof of postage if you are reimbursed instead.We can’t accept liability for goods that get lost or damaged when they’re returned.

Return Costs

  • US orders: We cover return shipping for eligible returns made within 30 days of delivery. Contact us through our Contact Us form and we will email you a prepaid return label.
  • International orders: Return shipping is the customer's responsibility, unless the item arrived faulty, damaged or incorrect, in which case we will cover it. Import duties and taxes cannot be refunded.
  • Refunds without return: For items priced under $25, and for faulty, damaged or incorrect items, we may issue a full or partial refund without asking you to send the item back. We may ask for a photo or short video showing the issue. Refunds without return are at our discretion and may be limited to one per customer.

Receiving your refund

The account used for your original payment will be refunded within 7-10 days of us receiving the returned product (your bank may take up to 21 working days to credit your account with the refunded amount). We can’t refund an alternative card and if your original card has expired you will receive a credit note. We’re not liable and don’t take responsibility for any bank charges that you may have incurred during the refund process.

If promotions were applied to orders, the proportional discount will be applied to each item in the basket and that proportion will be refunded in the event of a return. Your statutory rights are not affected.

Before returning any items, please note:

  • Items must be returned within 30 days of receipt of your purchase and must be accompanied with your order no. 
  • Please note that a return or exchange of an order without the order no will be subject to additional processing time and will delay the exchange. 
  • Items that have been laundered or altered in any way cannot be accepted. 
  • Unopened Items: We can exchange or give you a full refund for the item(s). Opened boxed item(s) may be considered for a refund where products are left intact in their original packaging.
  • Refunds are made in the original payment method. 
  • We can not refund any duty charges paid on export. However you may file a refund request from your local customs office.