Refund and Returns Policy

We want you to be happy with your HopeLightStore purchase. This policy explains when a return, replacement or refund may be available for products purchased through our website.

1. Damaged, Defective or Incorrect Products

If you receive a product that is damaged in transit, defective, or different from what you ordered, contact us as soon as possible after delivery. Please provide your order number and clear photographs of the outer packaging and the product so that we can review the issue.

2. Personalised and Custom Products

Personalised and custom-made products are created specifically for you and therefore generally cannot be returned or exchanged because of a change of mind, preference, or an incorrect personalisation detail supplied by the customer. Please carefully check names, spellings, photographs, dates, verses and messages before confirming your order.

If a personalised product is defective, damaged in transit, or produced incorrectly by us, please contact us promptly so that we can review the matter and, where appropriate, arrange a replacement or other suitable remedy.

3. Eligibility

Where a return is approved, the product should normally be unused and returned in the condition in which it was received, with its original packaging where reasonably possible. Certain products may be excluded from return because of their nature or because they are personalised or made to order.

4. Digital Products

Digital products and downloadable files are generally not eligible for return or refund after the product has been delivered or made available for download, except where required by applicable law or where the digital product is materially defective.

5. Sale and Promotional Products

Products sold under special promotions may have specific return or replacement conditions stated at the time of purchase. These conditions will apply in addition to this policy where applicable.

6. Refunds

If a refund is approved, it will normally be processed using the original payment method, subject to the payment provider’s processing time. The amount and timing of any refund will depend on the circumstances of the case and applicable law.

7. Replacement

Where an eligible product is damaged, defective or incorrectly supplied, we may offer a replacement, subject to product availability. If the same product is unavailable, we may discuss an appropriate alternative or refund.

8. Return Shipping

If we request a product to be returned for inspection or replacement, we will provide the applicable return instructions. Responsibility for return shipping costs will depend on the reason for the return and the circumstances of the case.

9. Order Cancellation

Cancellation requests should be made as early as possible. An order may not be cancellable once production, personalization or dispatch has begun, particularly for custom-made products.

10. Contact Us

For return, replacement or refund requests, contact HopeLightStore at support@hopelightstore.com or +91 94451 17756 with your order number and relevant details.