Modern Metal & Natural Rope Pendant Light – Eco-Friendly LED Design

At Austlly, we prioritize your satisfaction and are committed to ensuring a hassle-free shopping experience. If you are not fully satisfied with your purchase, we offer a simple return and refund process. Please read the details of our policy below.

Return Policy

Return Window:
You have 30 days from the date of receiving your order to initiate a return.

Eligibility for Returns:
To qualify for a return, the following conditions must be met:

• The item must be unused and in the same condition as received.
• The item must be returned in its original packaging, including all tags, accessories, and documentation.

Non-Returnable Items:
Certain items are not eligible for return due to hygiene or personalization, including:

• Custom-made or personalized items.
• Items where packaging has been opened, such as hygiene-sensitive products.

Return Method:
Returns are accepted via mail only.

Free Return Label:
We provide a free downloadable and printable return label for all eligible returns.

How to Initiate a Return

1. Contact Us:
   Email us at Contact@austlly.com with your order number and reason for return.
2. Receive Instructions:
   Our team will provide a return authorization and detailed instructions for returning your item.
3. Package the Item:
   Securely package the item in its original packaging, including all accompanying materials.
4. Ship the Package:
   Attach the provided return label and drop off your package at the designated carrier.

Refund Policy

Inspection:
Once your returned item is received, we will inspect it to ensure it meets the eligibility criteria.

Refund Processing Time:
Approved refunds will be processed within 7 business days and credited back to your original payment method.

Shipping Costs:

• If the return is due to our error (e.g., incorrect or defective product), we will cover all shipping costs.
• In all other cases, shipping fees are non-refundable.

No Restocking Fees:
We do not charge any restocking fees for returns.

Exchange Policy

We do not offer direct exchanges at this time. If you would like a different product, please return your original purchase for a refund and place a new order.

Damaged or Defective Items

If your item arrives damaged or defective:

1. Contact us immediately at Contact@austlly.com with photos and details of the issue.
2. We will review your claim and provide a replacement or full refund, depending on the situation.

Summary

• Return Period: 30 days from receipt of order.
• Condition for Returns: Items must be new, unused, and in original packaging.
• Return Method: By mail, using our free return label.
• Refund Processing Time: 7 business days.
• Exchanges: Not available.

Contact Us

If you have any questions or need assistance, our team is here to help!

• Email: Contact@austlly.com
• Phone: +447426704143
• Address : 298 Church Street, London, N9 9HJ, United Kingdom
  

Opening Hours:

• Monday - Friday: 09:00 - 18:00
• Saturday - Sunday: 09:00 - 14:00

Average Response Time: 24 to 48 hours

For more ways to contact us, please visit our Contact Us page. We look forward to hearing from you!