Understanding the return policy before you buy is key to a confident shopping experience. This is especially true for online retailers like Light In The Box, where items often ship from overseas. This guide breaks down the Light In the Box return policy in simple terms, so you know exactly what to expect if your order isn’t quite right.
We’ll cover the timeframes, conditions, and step-by-step process for returns and refunds. You’ll also learn about exceptions, restocking fees, and how to avoid common pitfalls. Knowing these details upfront can save you time, money, and frustration.
Light In The Box Return Policy
The core return policy for Light In The Box allows for returns within a specific window, but it’s not a simple “any reason” policy. Most items must be unused, in original packaging, and with all tags attached. The clock starts ticking from the day you receive your package, not the day you ordered it.
It’s crucial to check the product page before purchasing. Some items, like personalized goods or intimate apparel, are marked as “non-returnable.” Always look for this information to avoid surprises later.
Key Timeframes for Returns
You have a limited window to initiate a return. Here are the general guidelines:
* Standard Return Period: For most items, you have 30 days from the delivery date to submit a return request.
* Extended Holiday Period: During major sales events like Black Friday or Christmas, this window may be extended. Check the website banner or announcements for specific dates.
* Defective or Wrong Items: If you receive a damaged, defective, or incorrect item, contact customer service immediately. You typically have 7 days from receipt to report these issues for a smoother resolution.
Condition Requirements for a Successful Return
Your return will only be accepted if it meets strict condition criteria. Failing to meet these will likely result in your return being rejected, and the item sent back to you at your cost.
* Unused and Unwashed: The product must be in brand-new condition, with no signs of wear, tear, or use.
* Original Packaging: All original boxes, polybags, inserts, and packaging materials must be included and in good shape.
* Tags and Accessories: All labels, tags, warranty cards, and accessories (like chargers, manuals, or free gifts) must be intact and returned.
* No Alterations: The item cannot be altered, customized, or damaged in any way.
How to Start a Return: A Step-by-Step Guide
Follow these steps carefully to ensure your return is processed without delays.
1. Log into Your Account. Go to the Light In The Box website and sign in to “My Account.”
2. Find Your Order. Navigate to “My Orders” and locate the specific order containing the item you wish to return.
3. Select “Return or Exchange.” Click on the relevant button next to the order. You’ll be asked to choose a reason for the return from a dropdown menu.
4. Complete the Return Form. Provide all requested details accurately. This usually includes the reason, quantity, and any additional comments or photos (highly recommended for defective items).
5. Wait for Approval. Submit the request and wait for Light In The Box to review and approve it via email. Do not ship the item back until you receive this approval and a Return Merchandise Authorization (RMA) number.
6. Package the Item Securely. Once approved, repack the item with all its original packaging and accessories. Include a copy of the return authorization email inside the box.
7. Ship the Package. You will be responsible for the return shipping costs unless the return is due to their error (wrong or defective item). Use a trackable shipping service and keep your receipt!
8. Track and Confirm. Enter the tracking number in your return portal if possible, and monitor the package’s journey.
Understanding Refunds and Restocking Fees
Getting your money back involves a few more steps after the return is shipped.
* Refund Processing Time: After Light In The Box receives and inspects your return, it can take 7-14 business days for them to process the refund.
* Refund Method: Refunds are issued to the original payment method used for the purchase. If you paid with a credit card, the timing of the refund appearing on your statement depends on your bank.
* Restocking Fees: This is a critical point. Light In The Box may charge a restocking fee, typically around 15-20% of the item’s price, for returns that are not due to their error. This fee covers the cost of inspecting and repackaging the item. Always check the latest policy on their website for the exact percentage.
* Non-Refundable Shipping: Original shipping charges are usually not refundable. Return shipping costs are also your responsibility in most cases.
Common Reasons for Return Rejection
To prevent your return from being denied, avoid these common mistakes:
* Returning an item after the 30-day period.
* Missing original packaging, tags, or accessories.
* Sending back an item that shows clear signs of use.
* Forgetting to include the RMA number or authorization form inside the package.
* Returning a clearly marked “non-returnable” item.
Special Categories and Exceptions
Not all products follow the standard rules. Pay close attention to these categories:
* Customized and Personalized Items: These are almost always final sale and cannot be returned. This includes items with monograms, specific measurements, or custom designs.
* Intimate Apparel and Swimwear: For hygiene reasons, items like underwear, bikinis, and lingerie are generally non-returnable unless they arrive defective or incorrect.
* Wigs and Hair Extensions: Due to hygiene concerns, these are often non-returnable once the package is opened.
* Jewelry: Must be returned in its original, undamaged presentation box and packaging.
* Large or Bulky Items: Special shipping arrangements may be needed, and return shipping costs can be very high. Contact customer service first.
Exchanges vs. Returns
Light In The Box primarily handles returns for refunds rather than direct exchanges. The standard procedure is:
1. Return the original item for a refund (minus any applicable fees).
2. Place a completely new order for the correct size, color, or item you want.
This two-step process is often simpler for international logistics. If you need a different size of the same item, mention this in your return reason, but be prepared to follow the refund-and-reorder path.
What to Do If You Receive a Damaged or Wrong Item
If your order arrives damaged, defective, or is not what you ordered, the process is different. Act quickly:
1. Document Everything: Take clear, well-lit photos and a video of the unboxing if possible. Show the damaged product, the shipping box, and the packing slip.
2. Contact Customer Service Immediately: Use the “Contact Us” page or your order portal. Provide your order number and attach the photos/video.
3. Do Not Initiate a Standard Return: Customer service will often provide a prepaid return label or specific instructions for these cases. You should not have to pay return shipping for their mistake.
Tips for a Smooth Return Experience
A little preparation can make the process much easier.
* Film Your Unboxing: For high-value items, a quick video of you opening the package can serve as proof of condition upon arrival.
* Save All Packaging: Keep the original box and materials for at least the return period, just in case.
* Read Product Descriptions Carefully: Double-check sizes (they often use Asian sizing), colors, and specifications before ordering.
* Know the Costs: Be mentally prepared for potential restocking fees and the cost of return international shipping.
* Use Trackable Shipping: Never send a return without a tracking number. It’s your only proof of shipment.
Contacting Light In The Box Customer Service
If you have questions or run into issues, here’s how to reach them:
* Online Help Center: Start here for FAQs and automated help.
* Email Support: Submit a ticket through the “Contact Us” form on their website. Include your order number for faster service.
* Response Time: Allow 24-48 hours for an email response, sometimes longer during peak seasons.
Patience is key, as communication may not be instantaneous due to time zones and the volume of requests.
FAQ Section
How long does a Light In The Box refund take?
After they receive and inspect your return, it can take 7-14 business days to process the refund. The time it then takes to appear on your credit card or PayPal account depends on your financial institution.
Does Light In The Box have free returns?
Typically, no. The customer is usually responsible for the cost of return shipping, unless the return is due to a company error (like sending a wrong or defective item). Original shipping fees are also non-refundable.
What items cannot be returned to Light In The Box?
Non-returnable items often include personalized/custom products, intimate apparel (underwear, swimwear), wigs, and items clearly marked “Final Sale” on the product page. Always check the listing before you buy.
Can I return a Light In The Box item after 30 days?
Returns after 30 days from delivery are generally not accepted. It’s very important to initiate your return request well within this timeframe to avoid automatic rejection.
Who pays for Light In The Box return shipping?
In most cases, you do. You will need to cover the cost to ship the item back to their warehouse. Always get a tracking number for your shipment.
Is there a Light In The Box restocking fee?
Yes, often there is. A restocking fee of around 15-20% may be deducted from your refund for returns that are not due to damage or error on their part. This is detailed in their return policy.
What if my Light In The Box item is broken?
Contact customer service right away with photos or video as evidence. They should provide instructions for a return or replacement, often with a prepaid shipping label for the damaged item.
In conclusion, the Light In The Box return policy requires careful attention to detail. By understanding the 30-day window, strict condition rules, and potential for restocking fees, you can shop more wisely. Always inspect items promptly, save all packaging, and follow the return instructions exactly. While the process may seem involved, being an informed customer is the best way to ensure a positive outcome, allowing you to shop with greater confidence on their global marketplace.