Refund policy
Return & Refund Policy
We want you to be fully happy with your purchase. If something isn't right, we offer three fast solutions — and for most issues, you don't even need to ship the item back.
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Quick Resolutions (No Return Required)
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For damaged, defective, or wrong items, choose one of the following:
Option 1 — Refund Only (Keep the Item)
We refund 30%–100% of the purchase price based on the issue. You keep the item. No need to ship it back.
Best for: minor issues, single strings not working, low-cost items, or international returns that cost more than the item itself.
Option 2 — Free Replacement
We ship a brand-new replacement at no cost. You keep or recycle the damaged item.
Best for: verified defects, shipping errors, or items still under warranty.
Please send a photo of the issue within 7 days of delivery.
Option 3 — Full Refund with Return
Send the item back in original packaging, and we'll refund 100% of the purchase price (including original shipping if the error is on our side).
Best for: unused items, buyer's remorse, or major defects.
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30-Day Return Window
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You have 30 days from the delivery date to request a return, refund, or exchange. After 30 days, we unfortunately cannot offer a refund or replacement.
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How to Start a Request
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1. Email us at support@yourdomain.com with your order number
2. Include a short description and 1-2 photos (or a short video) of the issue
3. Tell us which option you prefer: Refund Only / Free Replacement / Return & Refund
4. We reply within 24 hours on business days with the next steps
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Return Shipping Costs
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- Defective, damaged, or wrong item (with photo proof): We cover return shipping — contact us first for the return address and a prepaid label if available
- Buyer's remorse / ordered by mistake: Customer covers return shipping
- Refused delivery / unclaimed package: 15% restocking fee may apply
- "Refund Only" and "Free Replacement": No shipping required, no fees
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Eligible Items for Return
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- Unused, uninstalled, in original packaging
- All components included (cables, adapters, controllers, manuals)
- A photo or video of the issue is required for damaged or defective items
Non-Returnable / Non-Refundable Items
- Custom or personalized orders
- Items marked "Final Sale" on the product page
- Used, cut, or installed string lights / solar lights (for safety reasons)
- Gift cards
- Original shipping fees (unless the return is due to our error)
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Refund Timeline
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- Refund Only & Free Replacement: processed within 3-5 business days after approval
- Return & Refund: processed within 3-5 business days after we receive and inspect the item
- Refunds go back to the original payment method (credit card, PayPal, Shop Pay, etc.)
- Bank posting time: an additional 5-10 business days depending on your bank
- You'll receive an email confirmation when the refund is sent
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Late or Missing Refunds
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If you haven't received your refund after 10 business days:
1. Check your bank account again
2. Contact your credit card company — it may take time to post officially
3. Email us at support@yourdomain.com with your order number and we'll track it down
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Lost or Damaged in Transit
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- If tracking shows "delivered" but you didn't receive it, please contact us within 7 days
- If a package is lost in transit, we'll send a free replacement or issue a full refund — your choice, no extra cost to you
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Address Changes
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- We can update the shipping address within 12 hours of order placement
- After 12 hours, we cannot guarantee address changes
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California Proposition 65 Notice
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⚠️ California customers: Products sold on this site may expose you to chemicals including Lead, Nickel, and Phthalates, which are known to the State of California to cause cancer and/or reproductive harm. For more information, visit www.P65Warnings.ca.gov
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Contact Us
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Email: support@fairylight.shop
Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (PST)
Response Time: Within 24 hours on business days