1. Our Commitment to Customer Satisfaction
At RGB Room Lighting, we are committed to ensuring your complete satisfaction with our products. We understand that sometimes products may not meet your expectations, and we have established this Refund Policy to make returns and refunds as straightforward as possible.
This policy applies to all purchases made through our website rgbforrooms.com and complies with UK Consumer Rights Act 2015 and Distance Selling Regulations.
2. 30-Day Money-Back Guarantee
2.1 Return Period
You have 30 days from the date of delivery to return products for a full refund if you are not completely satisfied. This includes your statutory 14-day cooling-off period under UK Consumer Rights legislation, plus an additional 16 days as our customer satisfaction guarantee.
2.2 Eligibility for Returns
To be eligible for a return, products must:
- Be in original, unused condition
- Include all original packaging, accessories, and documentation
- Not show signs of installation, use, or damage
- Have all protective films and seals intact
- Be returned in resalable condition
2.3 Non-Returnable Items
For health, safety, and hygiene reasons, the following items cannot be returned unless defective:
- Products that have been installed or used
- Items with damaged or missing packaging
- Custom-made or personalized products
- Clearance or final sale items (clearly marked as such)
- Products damaged due to misuse or improper installation
3. How to Initiate a Return
3.1 Contact Us
To begin the return process, contact our customer service team:
- Email: info@rgbforrooms.com
- Phone: +444962135937 (Monday-Friday, 9:00 AM - 6:00 PM)
- Contact Form: Available on our website contact page
3.2 Required Information
When requesting a return, please provide:
- Order number
- Product name and SKU
- Reason for return
- Photos if the product is defective or damaged
- Preferred resolution (refund or exchange)
3.3 Return Authorization
Once your return request is approved, we will provide:
- Return authorization number (RMA)
- Return shipping address
- Instructions for packaging and shipping
- Prepaid return label (for defective items or our errors)
4. Return Shipping
4.1 Customer-Initiated Returns
For returns due to change of mind or preference:
- Customer is responsible for return shipping costs
- We recommend using tracked shipping services
- Retain proof of postage until refund is processed
- Insurance is recommended for valuable items
4.2 Defective Products or Our Errors
If products are defective, damaged in transit, or we sent incorrect items:
- We will provide a prepaid return shipping label
- All return shipping costs will be covered by us
- You will receive a full refund including original shipping charges
4.3 Packaging Returns
Please pack returns securely to prevent damage during shipping:
- Use original packaging when possible
- Include all accessories and documentation
- Protect products with adequate padding
- Include your RMA number inside the package
- Write RMA number on the outside of the box
5. Inspection and Processing
5.1 Receiving Returns
Once we receive your return:
- We will send email confirmation of receipt
- Products will be inspected within 2-3 business days
- Inspection verifies condition and completeness
- You will be notified of inspection results
5.2 Inspection Criteria
During inspection, we verify:
- Product condition matches return eligibility requirements
- All original components and packaging are included
- No signs of use, installation, or damage
- Product functionality (for defective claims)
5.3 Failed Inspection
If returned products do not meet our return criteria:
- We will contact you with details and photos
- You may have products returned to you (shipping charges apply)
- Partial refunds may be offered for missing items or damage
- Restocking fees may apply in some cases
6. Refund Process
6.1 Refund Methods
Refunds are issued to the original payment method:
- Credit/debit card refunds processed within 5-7 business days
- PayPal refunds typically appear within 2-3 business days
- Bank transfers may take 7-10 business days
6.2 Refund Amount
Approved refunds include:
- Full product price
- Original shipping charges (if product was defective or our error)
- Any applicable taxes
Refunds do NOT include:
- Return shipping costs (except for defective products or our errors)
- Original shipping charges (for customer-initiated returns)
- Restocking fees (where applicable)
6.3 Restocking Fees
A restocking fee of up to 15% may apply if:
- Product packaging is damaged or missing
- Items are incomplete or accessories are missing
- Products show signs of use or installation
- Special order or custom items are returned
7. Exchanges
7.1 Exchange Process
If you wish to exchange a product for a different item:
- Contact us to arrange the exchange
- Return the original product following our return process
- Place a new order for the replacement item
- Refund will be processed once we receive the return
7.2 Direct Exchanges
For defective products, we may offer direct exchanges:
- Replacement ships immediately upon return approval
- Expedited shipping may be provided for urgent replacements
- All shipping costs covered by us
8. Warranty Claims
8.1 Warranty Period
Most products include manufacturer warranties:
- Standard warranty: 12-24 months from purchase date
- Warranty covers manufacturing defects and malfunctions
- Extended warranties may be available for certain products
8.2 Making a Warranty Claim
To claim under warranty:
- Contact us with proof of purchase and defect details
- Provide photos or videos demonstrating the issue
- Follow troubleshooting steps if requested
- Return product for inspection if necessary
8.3 Warranty Coverage
Warranties cover:
- Manufacturing defects
- Material failures
- Functional malfunctions under normal use
Warranties do NOT cover:
- Damage from misuse or abuse
- Improper installation
- Normal wear and tear
- Modifications or unauthorized repairs
- Accidental damage
9. Damaged or Defective Products
9.1 Reporting Damage
If products arrive damaged:
- Inspect packages immediately upon delivery
- Note any visible damage on delivery receipt
- Take photos of damaged packaging and products
- Contact us within 48 hours of delivery
9.2 Resolution Options
For damaged or defective products, we offer:
- Full refund including shipping costs
- Replacement product shipped immediately
- Partial refund if you wish to keep the product
- Store credit for future purchases
10. Cancellations
10.1 Order Cancellation
You may cancel orders before shipping:
- Contact us as soon as possible
- Provide order number and cancellation request
- Full refund if canceled before shipping
- Cancellation may not be possible for expedited orders
10.2 Refused Deliveries
If you refuse delivery:
- Return shipping costs will be deducted from refund
- Original shipping charges are non-refundable
- Restocking fees may apply
11. Contact Us
For questions about returns, refunds, or this policy, please contact us:
12. Policy Changes
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our website after changes constitutes acceptance of the modified policy. The "Last Updated" date at the top of this page indicates when the policy was last revised.