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Returns & Warranty
Contact In2 Lighting at info@in2lighting.com.au or 03 9775 1830 with your order number to start a return or make a warranty claim. This policy is in addition to your rights under the Australian Consumer Law (ACL).
30-day change-of-mind returns
For a change of mind, contact us within 30 days of receiving your order. Eligible items must be unused, uninstalled and returned in their original packaging with all parts and proof of purchase. This offer includes ordinary sale items. Customised or special-order items identified as such before purchase are excluded from change-of-mind returns. Contact us before sending anything back so we can provide return instructions; do not send returns without authorisation.
For an approved change-of-mind return, we refund the amount paid for the returned products less a 30% restocking fee calculated on those products. You pay the return freight. The original delivery charge is not refunded. Where delivery was free or subsidised, the actual outbound freight cost we incurred for those returned products is also deducted from the product refund; we will tell you the amount before you send the return. We do not charge the outbound cost twice where it was already paid separately. We may reduce or refuse a voluntary change-of-mind refund if the returned item is used, installed, incomplete or damaged. These conditions and charges do not apply to remedies required by the ACL for faulty, damaged or incorrect goods. These change-of-mind terms apply to orders placed on or after 13 October 2026. Orders placed before that date remain subject to the terms in force when they were placed. Your rights under the ACL apply to all orders.
Damage on arrival, wrong items and faults
Please inspect your delivery and tell us about visible transit damage, missing or incorrect parts, or an incorrect item as soon as you can, preferably within 7 days of delivery. Send your order number and clear photos of the product, packaging and issue where reasonably possible. The 7-day request helps us resolve carrier claims quickly; reporting later does not remove your ACL rights or any applicable warranty. You do not need to keep original packaging to seek a remedy for a faulty item.
If an item has a minor fault, we may offer a free repair, replacement part (such as glass), or replacement within a reasonable time. If we cannot remedy it within a reasonable time, you may be entitled to a refund or replacement under the ACL. For a major failure, you can choose a refund or replacement under the ACL; we will not apply a restocking fee or charge return freight for that remedy. Declining an offered replacement does not automatically turn a faulty-goods claim into a change-of-mind return. We will work with you to arrange any return and cover reasonable return costs for a valid faulty-goods claim.
12-month In2 Lighting warranty
In2 Lighting warrants products against defects in materials and workmanship for 12 months from delivery, including faults or damage present on arrival. If a product has a defect covered by this warranty, we will repair it, supply a replacement part or replace the product at no charge within a reasonable time. Where a product listing states a longer manufacturer or product-specific warranty, that longer stated warranty remains available on its stated terms. Normal wear, accidental damage after delivery, misuse, unauthorised alteration, or installation contrary to applicable instructions are not defects covered by this additional warranty. These exclusions do not limit rights under the ACL.
To claim, email info@in2lighting.com.au with your order number, product details, a description of the issue and photos where reasonably possible. We may ask for further information reasonably needed to assess the issue and will give you return instructions if needed. In2 Lighting bears the reasonable costs of making a valid claim under this warranty, including required return freight. This warranty is provided by In2 Lighting Australia, 19 Venture Drive, Sunshine West VIC 3020, Australia; phone 03 9775 1830; email info@in2lighting.com.au.
Australian Consumer Law: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Refund timing
Once we receive and assess an approved change-of-mind return, we will refund the amount due to the original payment method within 10 business days. Your bank may take additional time to show it. Contact us if more than 15 business days have passed after approval. Faulty-goods remedies are handled in accordance with the ACL.