Refund policy
1. General Policy
Alastra is committed to providing high-quality lighting products and a professional customer experience.
This Return & Refund Policy outlines the conditions under which customers may return an item, request a replacement, or receive a refund.
This policy applies to all standard and custom-made lighting products unless otherwise stated.
2. Eligibility for Returns
A product may be eligible for return or refund in the following cases:
• The item is defective or has a manufacturing fault.
• The item received does not match the product description, specifications, or sample provided at the time of purchase.
• The product is not fit for the intended purpose communicated during the sale.
• The item arrives damaged before any installation or use.
• The product includes missing parts or components that were listed in the order.
Note:
Returns for custom-made, handcrafted, or modified products are not accepted unless the product is defective or non-conforming.
3. Non-Eligible Returns
The following cases are not eligible for return or refund:
• Products installed, used, or tampered with after delivery.
• Damage caused by incorrect installation, misuse, mishandling, or unauthorized repairs.
• Products without original packaging, missing parts, or missing documentation.
• Custom-made or bespoke lighting pieces (unless defective).
• Any return request submitted after the allowed timeframe.
4. Timeframe for Return Requests
• Customers must report any issue within 7 days of receiving the product.
• Damage during shipping must be reported within 24–48 hours of delivery.
Requests submitted after these timeframes may not be accepted unless required by applicable law.
5. How to Request a Return
Customers must contact Alastra’s customer service team through one of the following channels:
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Email: info@alastralight.com
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Phone: +971 501 594 577
The customer must provide:
• Proof of purchase (invoice or receipt).
• Photos or videos clearly showing the defect, damage, or issue.
• Description of the problem and product condition.
6. Return & Inspection Process
Once a request is submitted:
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Alastra will review the claim and request additional information if needed.
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A pickup or return drop-off will be arranged depending on the location.
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The returned product will undergo quality inspection by Alastra’s team.
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A final decision will be communicated to the customer regarding acceptance of the return.
7. Refund Options
If the return is approved, the customer is eligible for one of the following:
• Full Refund
Issued when the product is defective, damaged, or non-conforming.
• Partial Refund
Applied if the product is returned with missing components or minor signs of handling.
• Replacement Product
A new product will be provided at no additional cost if stock is available.
• Store Credit
The customer may choose credit for future purchases.
Refunds will be processed within 7–14 business days after approval.
8. Shipping Costs
• If the return is due to a defect, damage, or error from Alastra, we will cover all return shipping costs.
• If the return is not related to a defect (customer preference, change of mind, etc.), the customer is responsible for shipping costs and any associated handling fees.
9. Condition of Returned Products
To qualify for a refund, products must be:
• In original packaging
• Free from signs of installation or misuse
• Complete with all accessories, screws, manuals, and components
10. Final Decision
Alastra reserves the right, after inspection, to determine whether a product qualifies for a repair, replacement, refund, or rejection of the claim.
All decisions are based on product condition, documentation, and the policy terms above.
11. Contact Information
For any questions or to submit a return request, customers may contact:
Email: info@alastralight.com
Phone: +971 501 594 577
Our team will support you through the process quickly and professionally.