The Lamp Factory aims to deliver your chosen items to the place and person of your choice, in perfect condition and in the shortest possible time. If you wish to return a product, we will advise you on how to. Please refer to returns below.
- Shipping costs are excluded from the product prices and will be added to your final total.
- For EFT Payments, parcels will only be packed and delivered once proof of payment is received or the payment reflects in our bank account.
- Shipping is currently only within South Africa, excluding extreme rural areas, e.g. Namaqualand.
If your order cannot be delivered within the timeframe specified at the time ordering, we will notify you and try to rectify the situation as quickly as is practically possible. All new orders are deemed separate and each is treated individually.
Please note that we will only deliver to a physical address, and not a P.O. Box number. The courier companies require that each and every delivery be signed for, as proof of delivery. The address of preference is a work / business address.
Cancellation / Returns / Refund policy
We may not accept your order if (i) an item you have ordered is out of stock, (ii) we are unable to obtain authorisation for your payment or (iii) if we identify a product or pricing error. We reserve the right to reject any offer to purchase by you at any time and at our sole discretion. If we are unable to fulfil your order following our order acknowledgement, we will contact you by email or telephone advising you of this. See the Returns policy set out below. We will try to keep our website as up to date as reasonably possible but cannot guarantee that any particular item will always be available.
This return policy is valid for 30 days after the date of your purchase. Thereafter, we cannot accept your return. Customer satisfaction is always our top priority, and as such we handle each query on an individual basis to the best of our ability. While we hope that you are delighted with your order, if you are not perfectly satisfied with your goods, we will happily offer you a refund or exchange.
There is a difference between damaged products and products that you do not want or like. In this case, you will have 30 days to return the products in its original packaging and it has to include a receipt or proof of payment. We will then take 10 working days to approve the refund from the time that the package arrives at our premises. You can either be refunded the amount back or you can receive store credit. We will email you the details.
If your product is defective or damaged, you will have 7 days to notify us of the state of the product via email (preferably with photos). It will then be shipped back to us at our cost. We will then inspect the item in 10 working days and approve or reject the refund/exchange. If you would like a new item we will ship the new item free of charge.
If the sale item is defective or damaged, you can still return it. Unwanted sale items cannot be returned.
Conditions of Return
- All returns should be sent back to us in their original packaging provided to be eligible for a return.
- Before your parcel leaves our warehouse, it is fully checked and controlled by our packing team. If you receive an item, which is damaged, please contact us within 7 days.
- If your item is faulty (i.e. received damaged or manufacturing fault), we can offer alternatives such as repair or exchanges.
- To complete your return, we require a receipt or proof of purchase.
- We, unfortunately, do not accept return of gift cards or vouchers
- Please do not send your product back to the manufacturer.
For more information, please contact our team. Items should be returned to the Lamp Factory (see returns procedure below).
In the event that you wish to return your purchase: Email us at email@example.com, quoting the order reference number. We will send you a returns reference number and we will pick up the item at the same address of delivery. *The return will be at our costs.
Upon receipt of your return, you will receive a notification. To process the return, we will inspect the returned product and inform you of its acceptance or rejection (based on the condition of return above). Refunds will be expedited as quickly as possible (10 working days), in the same method received (credit card or bank account). If you have not yet received your refund, follow these steps: Upon receipt of your return, you will receive a notification. To process the return, we will inspect the returned product and inform you of its acceptance or rejection (based on the condition of return above). Refunds will be expedited as quickly as possible (10 working days), in the same method received (credit card or bank account). If you have not yet received your refund, follow these steps:
- Check your bank account
- Contact your credit card company and bank (as there might be time delays before your credit has been processed)
If you have done the above and still have not received your refund, please contact us at firstname.lastname@example.org.