Return & Refund Policy

Jagmag Lights Pvt. Ltd. — Return, Replacement & Refund Policy

At Jagmag Lights Pvt. Ltd., we take pride in delivering high-quality chandeliers, wall lights, hanging lights, table lamps, and floor lamps. Our products are often handcrafted and include delicate materials such as glass, alabaster, fabric shades, and premium metal finishes.

To keep the process transparent and fair for both you and us, please read the policy below carefully before placing an order.

1. 7-Day Easy Returns

For orders delivered in India, you can return a light within 7 days of delivery, for any reason, including a change of mind. If it arrives damaged in transit, tell us within 48 hours of delivery (section 5). Every return is subject to our approval by email. The following conditions apply:

1. The product must be:

   • Unused and not installed

   • Free from damage caused after delivery, such as scratches, stains, dents, or modifications

   • Returned in its original packaging, including:

     • Inner cushioning/thermocol/bubble wrap

     • Outer carton(s)

     • All tags, accessories, screws, mounting plates, manuals, and warranty cards

2. A valid proof of purchase (invoice or receipt) is mandatory.

3. Return request must be initiated by email within 7 days of delivery.

Important: A light that has been installed, wired or tried in place cannot be returned. Please check the size, finish and specifications before you fit it.

2. Responsibility for Packaging & Return Transit

Because lighting products are fragile, safe return packaging is the customer’s responsibility:

• The product must be packed exactly as it was delivered to you:

  • Use the same inner and outer cartons

  • Use all thermocol, bubble wrap, foam, and corner protectors

  • Ensure there is no loose movement inside the box

• Customer is responsible for:

  • Proper packaging of the product for return

  • Ensuring that the product is protected against transit damage

  • Safely sealing the box with strong tape

• If the product gets damaged due to poor or improper return packing, such damage will not be eligible for refund or free replacement.

3. Return Pickups, Labels & Documentation

Once your return is approved:

1. Return Shipping Label & Invoice

   • We will share printable shipping labels and/or courier documents by email.

   • It is the customer’s responsibility to:

     • Print and paste the shipping label securely on the outer carton

     • Attach a copy of the invoice on/in the box as instructed

2. Return Pickup ID

   • When we schedule a return pickup with our courier partner, a new pickup ID / tracking ID is generated at that time.

   • This pickup ID cannot be pre-provided in advance, as it is created by the courier system at the time of booking.

3. Customer Cooperation

   • The customer must be available at the pickup address on the scheduled date.

   • In case of missed pickup due to unavailability, the pickup may be rescheduled as per the courier’s rules.

4. Return Shipping Cost

   • We book the pickup, and you pay no return shipping charge. The restocking fee in section 10 still applies.

4. Use of Third-Party Couriers

• We ship and collect returns using third-party courier partners.

• Shipping timelines and transit handling are subject to the courier company’s operations and serviceability in your area.

• While we coordinate with the courier on your behalf, Jagmag Lights Pvt. Ltd.:

  • Is not responsible for delays due to courier operations, strikes, weather, or regional restrictions.

  • Will assist you with tracking details and support in case of any escalation.

5. Fragile & Natural Materials (Glass, Alabaster, Shades, etc.)

Many of our products contain fragile and natural components such as:

• Glass shades

• Fabric shades

• Alabaster parts

• Delicate metalwork and finishes

Transit Damage (During Delivery to You):

• If any fragile part is damaged during forward transit, we will:

  • Replace the damaged part (e.g., glass shade, alabaster piece, decorative component) at no extra cost, after verification.

  • Provide the replacement spare part within 7–10 days.

• You must share clear photos and unboxing videos (if available) within 48 hours of delivery.

Damage During Installation, Cleaning, or Misuse:

• Damages occurring due to:

  • Incorrect installation

  • Mishandling during cleaning

  • Using wrong tools, excessive force, or improper wiring

  • Exposure to moisture, outdoor conditions (for indoor products), or chemicals

are not covered under our return, replacement, or refund policy.

6. Defects, Part Replacement & Full Replacement Conditions

We distinguish between defective parts and complete product replacement:

1. If a defect is found in a part (e.g., LED driver, holder, shade, small component):

   • The company will replace or repair the defective part only, not the complete product, wherever practically possible.

2. Complete Product Replacement:

   • Full replacement of an entire product is not automatic.

   • It is only possible subject to written email approval from Jagmag Lights Pvt. Ltd. after:

     • Verification of photos/videos and issue

     • Technical assessment of whether repair/part replacement is feasible

3. Email Approval:

   • No complete product replacement will be processed without explicit email approval from Jagmag Lights Pvt. Ltd.

7. Products Not Eligible for Return

We do not accept returns in the following cases:

• Custom-built or made-to-order lighting fixtures

• Products specifically customized in:

  • Size

  • Finish

  • Colour

  • Design modifications

• Clearance / final sale items clearly marked as “Non-Returnable”

• Products that have been:

  • Installed or attempted to be installed

  • Used, tested, or altered

  • Tampered with, rewired, or modified by the customer or third party

• Products damaged due to improper installation, cleaning, misuse, voltage fluctuation, or non-compliant electrical setup

8. How to Request a Return or Report an Issue

To initiate a return or report any damage/defect:

1. Email us within 7 days of delivery (within 48 hours for transit damage) at: info@jagmaglights.com

2. Include:

   • Order number

   • Full name and contact number

   • Clear photos (and video, if possible) of:

     • Outer packaging

     • Inner packaging

     • Product and the specific damaged/defective area

3. Our team will:

   • Review your request

   • May ask for additional photos/videos

   • Approve or decline the return/replacement as per this policy

Note: Unsolicited parcels or returns sent without prior approval will not be accepted and may be returned to sender.

9. Return Address

Jagmag Lights Pvt. Ltd.
A-2/94, Site 5, Kasna Industrial Area,
Greater Noida – 201310, Uttar Pradesh, India

(Use the exact address and details provided in your return approval email.)

10. Refunds (for Eligible Returns Only)

Once the returned item reaches us:

1. The product will be inspected for:

   • Usage marks

   • Damage

   • Original packaging and accessories

2. If approved:

   • A refund will be initiated within 10 business days from the date of inspection.

   • The amount will be credited to your original payment method within up to 15 business days, depending on your bank/payment provider.

3. Restocking Fee:

   • A 15% restocking fee will be deducted from all approved refunds to cover:

     • Quality check

     • Repacking

     • Warehouse & handling costs

4. If the return is rejected (due to damages, usage, missing parts, or non-compliance with this policy):

   • The product may be shipped back to you on request, on a chargeable basis.

11. Late or Missing Refunds

If you have not received your refund:

1. Check your bank or card statement again.

2. Contact your bank or card provider — processing may take time.

3. If still unresolved, email us at info@jagmaglights.com with your order & refund reference.

12. Order Cancellations (Before Shipping)

Changed your mind? You can cancel your order any time before it is shipped. What you get back depends on when you tell us:

• Within 24 hours of placing your order: full refund, no deduction.

• After 24 hours, but before the order is shipped: you can still cancel. By then we have already started work on your order (picking, packing or making it), so a 5% cancellation charge on the amount paid is deducted, and the rest is refunded.

• After the order is shipped: it can no longer be cancelled. The standard return process above applies (if eligible).

How to cancel: email info@jagmaglights.com with your order number. The 24 hours are counted from the time your order was placed to the time your email reaches us.

The refund goes back to your original payment method, following the refund timelines in section 10.

Note: Custom and made-to-order products follow section 17 and cannot be cancelled once production has started.

Fair both ways: if we cancel your order more than 24 hours after you placed it, for any reason other than those in clause 5 of our Terms of service (a product we cannot make or supply, a price listed in error, or an order that appears fraudulent), we refund the full amount paid and also pay you 5% of that amount, to your original payment method.

13. Shipping Timelines & Delivery Issues

Dispatch times, delivery estimates and what happens if a delivery fails are set out in our Shipping Policy.

14. International Orders: European Union Customers

We currently offer a 2-day return window from the date of delivery for EU customers, subject to the same conditions of:

• Unused product

• Original packaging

• Proof of purchase

(Where applicable, statutory consumer rights under local laws may provide additional protections.)

15. Important Customer Advisory

• Please measure your space, confirm product size, finish and colour before purchase.

• Do not place orders purely for trial purposes. Our products are not meant for hit-and-trial installations.

• Orders should be placed only when you genuinely intend to use the product.

16. Spare Parts & Repairs

Even when a full return or refund is not possible, we try to support you:

• You can order spare parts such as:

  • Glass shades

  • Alabaster pieces

  • Holders

  • Drivers

  • Decorative elements (where available)

Please email us with photos and product details for part availability and pricing.

17. Custom & Made-to-Order Products — Strict Non-Refundable Policy

All custom-built, made-to-order, or specially manufactured lighting products are strictly non-refundable, non-returnable, non-exchangeable, and non-cancellable once production has commenced.

Custom orders include any product manufactured or modified specifically for a customer, including but not limited to changes in size, finish, colour, materials, design specifications, or special fabrication requests.

Once drawings, samples, or specifications are approved and production begins, the order enters active manufacturing. At this stage, cancellation or return is not permitted under any circumstances, as the product is created exclusively for the customer and cannot be resold.

Any customer-requested changes after approval may require revised pricing and extended production timelines. Failure to accept such revisions does not constitute grounds for refund. By placing a custom order and approving production, the customer agrees to these terms in full.

18. Need Help?

We’re here to assist you with any questions regarding your order, return, or installation guidance.

• Email: info@jagmaglights.com

• Support Hours: Monday–Saturday, 10:30 AM – 5:00 PM IST

We appreciate your trust in Jagmag Lights Pvt. Ltd. and look forward to lighting up your spaces with elegance and care.