Refund policy

Summary

• Change-of-mind returns: 30 days from delivery.
  
  

• EU right of withdrawal: 14 days from delivery (legal minimum).
  
  

• Preorders: Cancel anytime before dispatch for a full refund. Dispatch within 60 days; current batch targets mid-October 2025.
  
  

• Defects/damage: We repair/replace or refund; we cover return shipping in these cases.
  
  

• Contact: support@opal.lighting
  
  

1) Preorders

Preorders reserve a unit in production.

• Dispatch timing: Preorders dispatch within 60 days of purchase.
  
  

• Current batch: Orders placed now are planned to dispatch mid-October 2025 (estimate).
  
  

• Cooling-off timing: Your legal 14-day right of withdrawal and our 30-day return window start at delivery, not at the preorder date.
  
  

• Cancel anytime before dispatch: Email support@opal.lighting with your order number for a full refund.
  
  

2) 30-Day Returns (change-of-mind)

You may request a return within 30 days from delivery. Items must be unused, include all accessories and manuals, and be returned in original packaging. Reasonable handling to inspect the product is fine.

• Return shipping: For change-of-mind, you cover return shipping. If we provide a prepaid label (where available), we’ll deduct the label cost from your refund.
  
  

• Start a return: Email support@opal.lighting with your order number, reason, and photos if relevant. We’ll send instructions and the return address. Please don’t ship items back before your return is approved.
  
  

3) EU Right of Withdrawal (14 days)

If your order ships to the EU, you may cancel within 14 days from delivery without giving a reason. Notify us within 14 days; then you have 14 more days to send the item back. We refund the product price and the original standard shipping cost (express upgrades excluded). You pay return shipping for change-of-mind cancellations. We may withhold the refund until we receive the goods or proof of return.
Model form (optional to use):
“I hereby withdraw from my contract for the following goods: [items]. Order #: [#]. Ordered on/received on: [date]. Name/Address: [ ]. Date: [ ].”

4) Damages, Defects & Wrong Items

Please inspect on delivery and contact us within 14 days if anything is damaged, defective, or incorrect. Include order number, photos of the item, packaging, and shipping label. We’ll repair, replace, or refund and cover any shipping required.

5) Warranty & Legal Guarantee (EU)

Your statutory legal guarantee applies. If the product is not as described or develops a manufacturing fault within a reasonable period (up to 2 years in the EU), contact us for repair, replacement, or refund. This is in addition to any commercial warranty we may provide.

6) Exchanges

To get something else quickly, return the item (once approved) and place a new order.

7) Exclusions

• Custom/personalized items (if/when offered) — non-returnable unless defective.
  
  

• Gift cards — non-refundable.
  Note: Sale items remain eligible for returns under EU law unless excluded above.
  
  

8) Light & Color (optional)

Minor variations in LED color temperature and brightness can occur within manufacturing tolerances. Perceived color can also vary with room finishes and ambient lighting. This does not affect performance; defects remain fully covered.

9) Refunds

Once we receive and inspect the return (or receive proof of return), we refund within 14 days to your original payment method. Banks/card issuers may take additional time to post the credit. If more than 15 business days pass after our refund confirmation, email support@opal.lighting.

10) Return Address

OPAL Returns — [Add full return address here]
Please obtain an RMA/approval before sending anything back.

11) B2B Orders (if applicable)

The 14-day right of withdrawal applies to consumer purchases. For business orders, our change-of-mind return policy doesn’t apply; statutory defect rights remain.