Refund & Returns Policy
Damages & Issues
Please inspect your order upon arrival. If your item is defective, damaged, or incorrect, contact us within 3 business days so we can resolve the issue promptly.
Non-Returnable Items
The following cannot be returned:
Bespoke products
Installed or used items
Clearance items, sale items, and gift cards
Questions about your item? Contact us before purchasing.
Exchanges (Stocked Items Only)
Exchanges are available only for stocked items. To get what you want quickly:
Return your original item (once approved)
Place a new order for your replacement
For made-to-order or pre-order items, contact us for guidance.
Refunds
Once your return is received and inspected, we’ll notify you if your refund is approved.
Approved refunds are credited to your original payment method within 10 business days (excluding shipping and credit card fees)
Bank processing times may vary
If more than 15 business days have passed since approval, contact: info@m2lighting.com.au
Made-to-Order & Pre-Order Items
These items are made specifically for you, so refunds are not available for change-of-mind decisions.
If a return is approved:
Item must be unused and in original packaging
Contact us within 3 business days to arrange a return
We provide a return shipping label and instructions
Returns sent without approval will not be accepted
Return shipping costs and damages in transit are your responsibility
Important: Installed lights cannot be returned unless faulty. Do not alter or install items before requesting a refund. Natural variations in wood, ceramic, and marble are part of the handmade product and are not refundable.
Stocked Items Return Process
To return stocked items:
Contact us within 3 business days of receipt
Ensure items are unused, in original packaging, with proof of purchase
We will provide a return shipping label or you may use your own carrier
Returns sent without approval will not be accepted
Refunds or exchanges are subject to 30% restocking fee + shipping.