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Return and Refund Policy

Last updated: 11 July 2026

1. General

Athens Lightworks stands behind the quality of every fixture we produce. This Policy sets out the conditions under which returns, refunds, exchanges, and cancellations are accepted.

2. Returns

Returns may be accepted subject to the following conditions and the exclusions set out in Section 3 ("Exclusions from Returns").

• The return request must be initiated within 14 days of the date of receipt.
• Items must be uninstalled, unused, and returned in their original packaging, without signs of use beyond what is necessary for inspection.
• For orders shipped outside the European Union, a restocking fee of 15% of the product value applies to accepted returns.
• Return shipping costs are the sole responsibility of the customer, unless the item is defective or was dispatched in error.

3. Exclusions from Returns

The following items are not eligible for return:

• Personalized or custom-made products manufactured to the customer's specifications.
• Items that have been installed, used, or show signs of wear.
• Consumable components, including bulbs, cables, and similar accessories.
• Commercial, trade, wholesale, project, and bulk orders (typically 10 or more fixtures) are generally considered final sale and are not eligible for return, except where mandatory consumer protection laws provide otherwise.

4. Damaged or Defective Items

If an order arrives damaged or defective, the customer must notify both the carrier and Athens Lightworks within 48 hours of receipt, providing photographic evidence of the damage. Failure to report visible damage promptly may affect our ability to pursue a claim with the carrier.

Athens Lightworks will resolve the issue at no cost to the customer, either through a replacement or a full refund.

5. Liability During Return Shipment

Unless otherwise agreed, the customer is responsible for arranging and paying for the return shipment and bears the risk of loss or damage until the returned item has been received by Athens Lightworks.

6. Cancellations

As all fixtures are made to order, cancellations are accepted only within 24 hours of order placement and prior to the commencement of production. Cancellation requests must be submitted via our Contact Page.

Orders cancelled after production has commenced are not eligible for a refund.

7. Exchanges

Exchange requests must be submitted within 14 days of the date of receipt via our Contact Page. Exchanges are subject to the following conditions:

• Exchanges are available for items of at least equal value; any difference in price will be charged accordingly.
• The original item must be returned uninstalled and in its original packaging
• Replacement items are manufactured to order and are therefore subject to the standard production lead time.
• Return shipping costs are the sole responsibility of the customer, unless the exchange is due to our error.

8. Refund Processing

Approved refunds will be processed to the original payment method within 7 business days after the returned item has been received and inspected. Athens Lightworks reserves the right to refuse a refund if the returned item does not meet the conditions set out in this Policy.

9. How to Initiate a Return or Exchange

To initiate a return, exchange, or cancellation, please contact us through our Contact Page with your order details and, where applicable, photographic evidence.