Refund policy

Returns, Refunds, & Replacements

Returns (30 Days)

Please use our help desk to get a valid RMA (return material authorization) number before shipping. Light-O-Rama will not accept deliveries without a company-issued RMA number. Items to be returned for refund must be in new and in unopened/resalable condition with all accessories and original packaging, and returned within 30 days of purchase for a full refund.

Light-O-Rama reserves the right to deny return requests, even within 30 days of purchase, in mid October, November and December if there is evidence that the item has been removed from the original packaging (and therefore potentially used in any light show). During this time, opened but unused items may be eligible for return and a full refund within 5 days of delivery, dependent on the circumstances for the return request, as long as all of the original packing accessories/box are in tact. A 3-5% restocking fee may be charged for opened items. Items are not eligible for refunds once they have been used if purchased in mid October, November or December.

Refunds are not offered for activated software purchases, sequence purchases, or pre-programmed SD cards containing digital sequence files.

Shipping costs are non-refundable, and you must pay to ship the item to us. If an order cancellation is requested after an order has shipped but before delivery, the customer is responsible for any fees incurred to cancel and reroute the package mid-transit.

Refunds are issued only after returned items are received, inspected, and verified to meet the conditions outlined in this policy. Light-O-Rama reserves the right to deny refunds for items that arrive damaged due to inadequate packaging, handling, or transit-related issues.

Returns (30+ Days)

Between 31-90 days after purchase in January-mid October, if the item is in working, new, and unopened condition, we will provide a Light-O-Rama gift card for the price paid for the returned item, minus restocking fees of up to 5%. Items may not be returned after 30 days if they have been used for any reason.

Items may not be returned for any reason once 90 days from the purchase date has passed. Items returned that are in non-working condition due to owner misuse will not be refunded at any time period.

Refunds are not offered for activated software purchases, sequence purchases, or pre-programmed SD cards containing digital sequence files.

International Returns

Customers are responsible for arranging international return shipments after receiving approval for an RMA unless otherwise stated in writing. In cases where Light-O-Rama agrees to reimburse return shipping as an exception, reimbursement may be capped at a reasonable amount and will be issued only after the return is received and inspected. Original outbound shipping charges are non-refundable.

Exchanges (Swap Product, Color, Etc.)

Undamaged products may be exchanged for another color or style of the same product. Products that are opened but unused, and in resalable condition with all accessories and original packaging, may be exchanged for a different item within 30 days of delivery. After 30 days, but within one year of purchase, the product may only be exchanged if it is unopened, unused, undamaged, and with all accessories and original packaging intact.

Once the products have been returned, if your new product is the same price as what you returned, a custom invoice will be made for the replacements at $0 with only shipping charges applied. If there is a price difference between your original item and the item you would like in exchange, you will receive a gift card for the value of the returned item to use towards your future purchase, or a discount will be applied in the custom invoice.

If you would like to request an exception to our policy and have your credit card refunded after the products are returned instead of receiving a gift card, then use your credit card again for the purchase of the exchanged item at a later date, a 5% fee will be deducted from your refund due to lost credit card fees.

Shipping costs are non-refundable, and you must pay to ship the item to us, and for shipping of your new items to your location.

Lost Packages

Refunds or replacement packages are not provided if a 'lost' item is shown as 'delivered' via the carrier. We will provide a replacement package at no additional cost after reasonable attempt and proof on the part of the customer to locate the missing package (i.e. checking with neighbors, providing security footage, etc.). For non-delivered packages, Light-O-Rama will open a claim with the respective shipping company on behalf of the customer and provide either a replacement package OR a refund, depending on the circumstances of the non-delivery, if the claim is approved.

For delayed shipment of packages after the order has left our warehouse, we are only able to process claims for UPS Guaranteed Services. Light-O-Rama will open a claim on your behalf, and refund the difference of shipping if the claim is approved. The customer is responsible for contacting UPS or USPS regarding delayed shipment compensation for non-guaranteed services.

In rare cases, items may be missing from orders. If you have a missing item, you must contact our help desk within 30 days of your order's delivery for missing items to be resent. We will make a full physical repack of your order to verify the weight of the package with all items included vs the weight of the original shipment. If the weights match (meaning items could not reasonably be missing), the claim of the missing items will not be accepted and no replacement items will be sent. If the weights differ, the missing item will be sent with UPS Ground or USPS Ground Advantage shipping. The customer is responsible for the difference if a faster shipping method is requested.

Limitations

Refunds, replacements, or exchanges are limited to the value of the products purchased. Light-O-Rama does not reimburse costs unrelated to the product itself, including but not limited to labor, installation, storage, marketing, lost revenue, or other incidental or consequential expenses.

Order Changes

To change your recently placed order, you can either contact us through the help desk or call our sales line during regular business hours at 518-539-9000. In either case, please have your order number ready to provide to the team member assisting you. Orders may not be altered once a shipping label has been created. The time stamp of opening your order-related help desk ticket must be prior to label creation for an exception.

We can do things over the phone and help desk like adding small items to your order, removing items, or paying for a faster shipping speed.

If you want to add another controller or large package to your order (like a CPC Package), we ask that you please place a second order online like normal. We review shipping charges weekly and will refund you if there are savings from being able to combine your orders. You do not need to contact us.

Billing Address

Please ensure your billing address is typed properly before submitting. An incorrect billing address will flag the order as fraud. For legal reasons, our online store platform does not allow us to edit a billing address after payment for an order has been made. The only way to fulfill the order with the proper billing address is to cancel and remake the order. A 5% fee will be applied in these cases due to lost credit card transaction fees.

Tax Exempt and Tax Refunds

If you are Tax Exempt, you must send a copy of your Exemption form to our helpdesk BEFORE you place your order. Do not checkout if you should be a tax exempt organization and are seeing tax estimated in your cart. Contact us FIRST. If we have to cancel, refund, and reprocess a newly tax exempt order, there is a 5% fee.

Policy Exceptions

Any exceptions to this policy are granted at Light-O-Rama’s sole discretion and do not create precedent for future orders or return requests.