Light Diversity reserves the right to update the rules when necessary, and the updated version will be published on lightdiversity.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Light Diversity immediately. All buyers or suppliers are deemed to accept the rules if they are using the services provided by Light Diversity. The Return & Refund Policy is on the product detail page. Light Diversity's policy shall prevail in case of conflict with other's policy.
For after-sales issues, buyers should file a return & refund request within 20 days of the delivery date (except several suppliers whose after-sales period was agreed by Light Diversity). if The period of Return & Refund request filed exceeds the specified time, then Light Diversity reserves the right not to provide any after-sales service after that time.
Before an order is shipped out, the buyer has the right to apply to cancel the order by reaching us at lightdiversity.com/contact-us. Please note some supplier policies do not accept order cancellations before the order is shipped out. Light Diversity should agree or reject the cancellation request within 6 business days.
If Light Diversity cannot fulfill the buyer's order within the order processing time indicated on Light Diversity's product page, under the condition, but not limited to no stock or other conditions, then Light Diversity has the right to cancel and refund the order.
If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, Light Diversity has the responsibility to offer the buyer a prepaid return label within 6 business days to return the damaged/broken goods. Light Diversity should refund the buyer when the return shows as in transit on the logistic website with the supplier's provided prepaid return label.
Buyer shall not require Light Diversity to accept after-sale request for "non-defective remorse returns", Light Diversity has the right to accept or reject the request as the policy shows as on the product page Buyer will abide by Light Diversity's policy under this condition.
If Light Diversity accepts the after-sale request for the reason type of "non-defective remorse returns" and requires to deduct a "restocking & repacking fee", under policy restriction, the "restocking & repacking fee" in total, that Light Diversity deducted, shall not exceed 35% of order total price.
Buyer shall not require Light Diversity to provide warranty, unless manufacturer provides warranty, and the requirements of the handling of the warranty,
The refund time and redelivery time shall be based on Light Diversity's policy. The refund and/or redelivery to buyer or others, must refund not more than 6 business days, or redelivery not more than 10 business days.
Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below) to Light Diversity. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Light Diversity has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Light Diversity.
Under Various Circumstances:
The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
Return & Refund Type | Light Diversity Rules | |||
For Unshipped Orders | The Return & Refund request is made after the stated processing time. | Light Diversity will refund the order. | ||
The Return & Refund request is made within the stated processing time. | The has 6 business days to process the request after the buyer submits it. If Light Diversity fails to reject the refund request within 6 business days, Light Diversity will refund the order Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above. | |||
For Shipped Orders | The Return & Refund request is made after the order has shipped. | The supplier has 15 business days to process the request after the buyer submits it. If Light Diversity fails to process (accept or reject) the refund request within 15 business days, Light Diversity will refund the order. | ||
If the package is sent back to Light Diversity during transit for any reason, and the buyer applies for a refund, Light Diversity should refund within 6 business days of the refund request. Under the same cases, if the buyer requests redelivery, the supplier should begin redelivery within 10 business days of the request date.
If the package/goods are destroyed in transit, and buyer has proof from the logistics website such as but not limited to a screenshot from the logistics website that the order was destroyed, the supplier should refund the order within 6 business days of buyer's refund request, or redelivery within 10 business days of the request.
If the buyer puts wrong receipt information on an order, the buyer should contact Light Diversity via "Contact Seller" or contact Light Diversity customer service to provide the correct receipt information to be put on the order,.
Please note the receipt information correction or order cancellation are not guaranteed.
If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.
If the goods have been delivered to the wrong receipt, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, the supplier shall refund the order within 6 business days of receiving the goods, as buyer’s refund request, or begin redelivery within 15 business days of receiving the goods. Please note buyer will additionally be in charge of the redelivery fee.
If the order cannot be corrected or returned, the buyer will bear the losses.
If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that shows the problem clearly). After the buyer files a request on Light Diversity, then Light Diversity will check the proof and give a response within 6 business days.
If the proof checked by Light Diversity is not showing the problem clearly, then the proof is invalid, and Light Diversity has the right to reject the buyer's refund request.
If the buyer's proof shows a problem clearly after being checked by Light Diversity, then the proof checking time shall not more than 6 business days, and if the goods need to be returned to get a refund, Light Diversity should provide the buyer with a prepaid return label within 6 business days of proof approval, and refund the order when the return shows in transit on the logistics website searched by tracking number buyer uploaded within 6 business days. If the goods needn't be returned, the supplier should refund the order within 6 business days of the refund request.
If proof is valid, and buyer requests redelivery, the supplier should redelivery within 10 business days of proof approval. Please note Light Diversity has the right to refund order if the redelivery products have no stocks, or buyers are able to reorder products when the products are restocked.
6.1 Invalid tracking information
If Light Diversity verifies the tracking number is wrong, Light Diversity will refund the order.
6.2 Untimely Tracking Info Updates
If there is no update of the tracking info for more than 7 business days after label created showing on logistic website, and the buyer applies for a refund, Light Diversity will refund order within 6 business days since buyer request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
6.3 Too-long of Shipping Period
If the transit time exceeds the estimated delivery time by 15 days or more and Light Diversity fails to provide any valid tracking updated info, the buyer may apply for a refund. Light Diversity will refund the order within 6 business days as buyer request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
When encountering holidays, covid-19, abnormal weather, or other abnormal situations, the buyer shall contact lightdiversity.com/contact-us or contact the supplier through their Light Diversity account with the order "Contact Message" option to solve the goods or logistics issue.
Light Diversity will try its best to assist buyers in these special circumstances in a timely manner. After notifying Light Diversity, Buyers should expect a decision from Light Diversity on these types of issues no later than three weeks.
If buyers are unsatisfied with the solution of the order after-sale issues, buyers have the responsibility to open a dispute with Light Diversity to help deal with the after-sale issues.
