Refund policy

Our objective is for you to experience satisfaction with your purchase. In the event that you are dissatisfied with a product for any reason, you may communicate your concern to us by email at hello@galileolights.com. Our team will provide you with all pertinent information for commencing a return, if the product in question is deemed eligible for return.

We have a 14-day return policy which means you have 14 days after receiving your item to request a refund. You must present your issue to us within 14 days after delivery. Regrettably, we are unable to accept any refund requests that are made beyond the 14-day period following the item's receipt.

In our store, we have classified our products into two distinct categories, namely General and Customized.

The criteria for return eligibility are contingent upon the category of the product(s) that you have ordered.

Points to note:

  • The person who initiates a return must be the same person who placed the order.
  • You must return the item in order to receive a refund or a replacement.
  • Any items returned to us without prior authorization from us will not be eligible for a refund.
  • You may always contact us for any refund question at hello@galileolights.com

 

GENERAL ORDERS

GENERAL RETURNS

In the event that you receive an item that does not meet your expectations or simply no longer suits your needs, you may initiate a return within 14 days from the date of receipt.

Please take note that all returned items must be in brand-new condition, with original tags and packaging, uninstalled, non-assembled and unused.

You will be held responsible for all return shipping costs associated with items returned or exchanged for non-damage issues.

We highly recommend that you use a shipping method with tracking information available. We shall not grant a refund for any general returns that have been lost during transit or have not been successfully delivered to our facility.

Additionally, we reserve the right to deduct a 15% re-stocking fee from your refund total. This re-stocking fee applies to all general returns.

 

RETURNS FOR DAMAGES & ISSUES

To be eligible for a refund or replacement, your item must be faulty or broken upon arrival.
Please see the criteria for return eligibility below:

  • Incorrect item received
  • Missing part(s)
  • Item is damaged

Please do not discard of the item and its packaging.

We recommend that you inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right as soon as possible.

 

EXCEPTIONS & NON-REFUNDABLE ITEMS

We do not accept any returns on customized items and sale items.

Please see our customized order policy below for more information.

CANCELLATIONS

To initiate an order cancellation, please contact our customer service team as soon as possible by email.

Please note that any request to cancel an order must be made within 48 hours of the order being placed.

We will make every effort to accommodate your request, provided that your cancellation request is made within the designated time frame.

If your order is cancelled within the specified 48-hour window, we will issue a full refund to your original payment method.

However, please be advised that if your order has already been shipped or is in the process of being shipped, it is no longer eligible for cancellation. In such cases, our standard return policy applies.

 

CUSTOMIZED ORDERS

The term "Customized item" or "Customized order" refers to any product that is specifically produced upon request, or any product that was not immediately available for shipment from existing inventory at the time of purchase.

It is possible for customized items to be labeled as "customized" on the product page. Alternatively, customized items may be products that are not explicitly advertised as customized but have undergone customization based on your individual requirements and are tailored to your specific needs.

Customized orders are deemed Final Sale and are not able to be returned or refunded.

Before purchasing a customized item, we encourage you to contact us at hello@galileolights.com to discuss your order requirements and any other inquiries. We will also create a customized order payment link for you to complete the payment.

 

DAMAGES & ISSUES

For customized items, in cases of damages or faults we may do the following, as necessary:

  • Replace your item
  • Exchange your item
  • Send replacement parts
  • Activate the manufacturer’s warranty

Full payment is required for custom orders.

Production and delivery times communicated with you are estimates and are subject to change.

 

CANCELLATIONS & MODIFICATIONS

Upon submission of a customized order, we cannot guarantee that any requested modifications can be made. Please be advised that additional charges may apply to facilitate any production changes.

Upon submission of a customized order, it must be understood that all production costs have been incurred, rendering cancellation impossible and precluding any possibility of a refund for the customized order.

 

HOW DO I START A RETURN?

  1. To start a return, you can contact us at hello@galileolights.com with your:

  • Your Receipt or Proof of Purchase
  • Order Number
  • The reason you would like it returned
  • A picture or video of the item(s) showing evidence of the issue

Please provide as many details as possible and ensure all information is visible and clear.

  1. After receiving return instructions from us, please package up the item(s) to be returned with the original packing. Please initiate the return within 14 days of receiving the return authorization from us.

    Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.

  2. Drop off your package at the local post office.

  3. Most returns are processed within 14 business days after we receive your package.

After we receive your package, we will begin to inspect the item. If approved, we will reissue your replacement, or you’ll be automatically refunded on your original payment method.

For general returns, we reserve the right to deduct a 15% re-stocking fee from your refund total.

Please remember it can take some time for your bank or credit card company to process and post the refund too.
Once your refund has been issued, you will receive a confirmation email.