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Refund policy

Urban Lighting’s Returns and Refunds Policy is in accordance with the Australian Consumer Law (ACL) as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth)


Return & Refund Policy

At Urban Lighting, we’re dedicated to ensuring you’re completely satisfied with your purchase. However, please note that returns are only available for select locally stocked items. 

*Many of our products are made to order, imported or clearance items; as such - we are unable to accept returns on these items

Returns for Stocked Items

Urban Lighting accepts returns for eligible locally stocked items only, under the following conditions:

  • A 30% restocking fee applies, and 70% will be allocated as a store credit only - for alternative fixtures / future purchases

  • Items must be returned in their original resalable condition; original unmarked packaging, lights not installed, undamaged etc

  • Return shipping is at the customer’s expense and responsibility

  • Returns must be initiated within 14 days of the delivery date

If you would like to confirm whether your selection qualifies for return, please contact our friendly team prior to placing your order

Important Exclusions

  • Clearance/Sale, Custom-Made, Special-Order & Imported items are NON-RETURNABLE

  • Eligibility for return varies on a product to product basis - please enquire with our team before purchasing if you wish to confirm if your selected item is part of our stocked range.



Warranties / Faulty Or Damaged Goods

Are my lights warrantied if I purchase through Urban Lighting

Absolutely! Our suppliers provide a minimum warranty of 12 months on their products, with many offering extended warranties ranging from 5-7 years to as long as 25 years for anti-corrosion protection. While our suppliers are committed to delivering quality products, occasional issues may arise. You can trust us to work closely with you and our suppliers to swiftly resolve any problems that may occur.

Please note that each brand has its own warranty terms and conditions, which must be followed. Some brands may require more detailed information than others, depending on the product.

Damaged Goods

Please refrain from installing damaged items, as we cannot accept return requests for products that have been installed.

If the products are found to be damaged during transit, we will either arrange for repairs where applicable or provide a replacement. If a replacement of a same/similar product is unavailable and the product is unusable, we will issue a full refund. If the product is partially damaged but still functional, we may offer a partial refund, as appropriate.

Suppliers retain the right to replace faulty or damaged goods prior to issuing any refunds. Neither Suppliers nor Urban Lighting can be held responsible for any service fees related to installations for damaged/faulty or replacement items.


Faulty Goods:

All goods sold by Urban Lighting that are deemed to be faulty are handled in accordance with the supplier's warranty policy that comes with the product(s) purchased; all of which are covered by a minimum 12 month warranty period. 

Warranty requests will require evidence of the fitting being installed by a qualified electrician(s)

In the rare case that the product is faulty, covered by the supplier's warranty, and cannot be repaired; we will provide an exchange. If an exchange for the same or a similar item is not possible, we will issue a full refund.

Suppliers retain the right to replace faulty or damaged goods prior to issuing any refunds. Neither suppliers nor Urban Lighting can be held responsible for any service fees related to installations for warrantied or replacement items.


Receiving incorrect or missing items: 

We choose not to drop ship directly from our suppliers to you because we prioritize personally verifying the accuracy of your order before shipping. However, despite our meticulous efforts, errors can still occur. 

If you notice any discrepancies from what you ordered and what you received, please refrain from installing the product(s) and contact us immediately so we can arrange the appropriate solution.

Items On Sale: 

All purchases of sale items are final, unless the item is damaged or faulty in which case please refer to our ‘Damaged Goods’ or ‘Faulty Goods’ sections. Please make your selection carefully, as we do not accept returns, exchanges or refunds on sale items.

*Disclaimer: Sale products are sold as-is; with any imperfections acknowledged as per the description provided at the time of purchase. These items may not be shipped in their original packaging.

Custom / Made To Order / Special Items: 

Custom, made-to-order, or special items are created specifically to meet your individual requirements, and as such, they are not eligible for our standard return and refund policies.

We do not accept change of mind requests, returns, exchanges, or refunds for custom orders. It is important to carefully review and confirm that the specifications for your custom product align with your expectations before placing an order.

We highly recommend discussing all specifications with our team to ensure clear understanding and satisfaction with your product(s).



Please contact us for any questions around Returns and Refunds;

141 Penshurst Street, North Willoughby, NSW, 2068
Phone:  02 9419 4007
Email:  sales@urbanlighting.com.au