Refund policy

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Thank you for shopping with {{ shop_name }}. Please review this policy carefully before ordering, as it is stricter than many retailers' return policies.

48-Hour Contact Window

To be eligible for any return, you must contact us at litupvancouver@gmail.com within 48 hours of delivery to request a return authorization, stating your order number and reason for return. Requests made after 48 hours from delivery will not be accepted, and the order will be considered final sale. We recommend inspecting your order as soon as it arrives.

Restocking Fee

Approved returns are subject to a 40% restocking fee, deducted from your refund. Original and return shipping costs are non-refundable and are the customer's responsibility. Items must be unopened, unused, and in original packaging to qualify for return.

What Can Be Returned

  • Spools, wire, plugs, and clips: eligible if you contact us within 48 hours of delivery and the item is unopened, subject to the 40% restocking fee.
  • Bulb packs (25-pack and 100-pack): eligible under the same terms if the pack is unopened. Individual loose bulbs or opened packs cannot be returned.
  • DIY Star Light Kits: eligible only if unopened and unassembled, and only if you contact us within 48 hours of delivery. Once a kit has been assembled, cut to length, or installed outdoors, it is not eligible for return under any circumstances.
  • Bulk and case-pack orders: same 48-hour window and 40% restocking fee apply to unopened cases; opened or partial cases are not eligible for return.
  • Custom-cut wire or spool lengths are final sale and not eligible for return under any circumstances.

Damaged, Defective, or Incorrect Items

The 48-hour window and 40% restocking fee above apply to change-of-mind returns of unwanted items. They do not apply if your order arrives damaged, a bulb or component is defective on arrival, or you received the wrong item — in those cases, contact us within 14 days of delivery with your order number and photos of the issue, and we will send a replacement or issue a full refund (no restocking fee, original shipping included) at no cost to you.

How to Start a Return

Email litupvancouver@gmail.com within 48 hours of delivery with your order number, the item(s) you'd like to return, and the reason. We'll confirm eligibility and the applicable restocking fee, and send return instructions. Please do not send items back before we've confirmed a return authorization.

Refund Processing

Once we receive and inspect your return, we'll confirm approval and the final refund amount after the restocking fee. Approved refunds are issued to your original payment method within 5 business days of approval; your bank or card issuer may take additional time to post the refund.

Cancellations

Orders can be cancelled free of charge, with no restocking fee, before they ship. Once an order has shipped, it falls under the return policy above rather than a cancellation.

Contact

Questions about a return? Email litupvancouver@gmail.com or call 672-338-1260.