Refund policy

At Pomplona Lights, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we are happy to assist you with a return or refund. Please review the guidelines below to ensure a smooth return and refund process.

1. Return Conditions

  • Eligibility for Return:
    To be eligible for a return, items must be unused, in original packaging, and in resellable condition.

  • Return Window:
    Returns are accepted within 30 days from the date of purchase. After 30 days, unfortunately, we are unable to offer a refund or exchange.

2. How to Return an Item

  1. Contact Us:
    To start the return process, please reach out to our customer support team at info@pamplonalights.com. Include your order number and reason for return.

  2. Prepare the Item:
    Once approved, securely pack the item in its original packaging. Please include the order confirmation email or proof of purchase.

  3. Return Shipping:
    Customers are responsible for return shipping costs, unless the item was defective or incorrect. We recommend using a trackable shipping service or purchasing shipping insurance for items over a certain value.

  4. Send the Item:
    Return the item to the following address:
    50 Stanley Street, Suite C, 7th Floor, World Trust Tower, Central, Kowloon, Hong Kong SAR

3. Refund Process

  • Inspection:
    Upon receiving your return, we will inspect the item to ensure it meets the return conditions.

  • Approval:
    If your return is approved, we will process your refund within 7-10 business days. You will receive a confirmation email once the refund is issued.

  • Refund Method:
    Refunds will be issued to the original payment method used for the purchase. Please note, depending on your bank or payment provider, it may take an additional few days for the funds to appear in your account.

4. Non-Returnable Items

The following items are not eligible for returns or refunds:

  • Products that have been used, installed, or damaged after delivery.

  • Custom or personalized items.

  • Final sale or clearance items (as specified at the time of purchase).

5. Defective or Damaged Items

If you receive a defective or damaged item, please contact us immediately at info@pamplonalights.com with your order number and a description of the issue. We will offer a replacement or full refund for defective items at no additional cost.

6. Exchanges

Currently, we do not offer direct exchanges. If you would like a different product, please follow the return process to receive a refund and place a new order.

Need Assistance?

If you have any questions or need help with your return, don’t hesitate to reach out to our customer support team at info@pamplonalights.com. We’re here to ensure a smooth return and refund experience.