Returns Policy
Before you order
Our lights are indoor and outdoor mains voltage fittings. Most require hard wiring by a licensed electrician, and some need a weatherproof junction box or a specific fixing for your wall type.
Please check dimensions, voltage, lamp base and mounting requirements against your space before you order, and speak to your electrician if you are unsure. Once a fitting has been installed it cannot be returned to us, so it is worth confirming these details first.
If you have a question about sizing, wattage or suitability, email us before you buy. We would rather answer it than have you order the wrong fitting.
Dispatch and delivery
Orders leave our supplier within 1 to 3 business days. Delivery then takes 10 to 40 business days depending on your region. These are estimates, not guarantees, and they can be affected by customs and carrier delays outside our control.
Cancelling or changing an order
You can cancel or change an order within 24 hours of placing it, provided it has not already been dispatched. Email us with your order number as soon as possible.
Once an order has been dispatched we cannot recall it, and the sections below apply instead.
Change of mind
We do not offer refunds or exchanges for change of mind.
Our range is imported to order for each customer rather than held in a local warehouse, and we have no way to return an unwanted fitting to the supplier. Because of that we are not able to absorb the cost of change of mind returns.
This does not affect your rights where a product is faulty, damaged, or not as described. See Your rights under the Australian Consumer Law below.
Returns we may accept at our discretion
Outside of a fault, we may agree to accept a return in limited circumstances. This is a courtesy, not an entitlement, and all of the following must apply:
- You request the return within 14 days of delivery
- The item is unused and uninstalled
- The item is in original, undamaged packaging with all fittings, fixings and accessories included
- The item is in resaleable condition
Where we agree to a return on this basis:
- A 30% restocking fee is deducted
- The balance is issued as store credit toward a future purchase, not as a cash refund
- Original shipping charges are not refunded
We will tell you the exact credit amount before you send anything back.
Return authorisation
Do not send anything back before we have approved it in writing. Unauthorised returns may be refused or returned to you at your cost.
To request a return, email HaloandOak@gmail.com with your order number, the item, and the reason. If we approve the return we will confirm the return address in writing at that point.
Return shipping
For approved change of mind returns, you are responsible for return shipping and for the item until it reaches us. We recommend a tracked and insured service, as we cannot issue credit for a parcel that does not arrive.
Where a return is due to a fault, damage in transit, or an item not matching its description, we cover return shipping.
Damaged or faulty on arrival
Please inspect your order as soon as it arrives.
If anything is damaged, faulty, or not what you ordered, email us as soon as you can, and within 48 hours of delivery where possible, with:
- Your order number
- Photographs of the item and the outer packaging
- A short description of the problem
Reporting quickly helps us lodge a carrier claim and get you sorted faster. It is a request, not a deadline, and it does not limit your rights under the Australian Consumer Law, which apply regardless of when the problem comes to light.
Do not install a fitting that arrives damaged. An installed fitting cannot be assessed or returned, and a damaged electrical fitting is not safe to wire in.
Once we have confirmed the fault, we will arrange a repair, replacement or refund in line with the section below.
Items we cannot accept back
- Anything that has been installed, wired in, or attempted to be installed
- Anything modified, altered or damaged after delivery
- Anything damaged during installation or by incorrect installation
- Anything returned without original packaging, fittings or accessories
- Anything returned without prior written authorisation
Your rights under the Australian Consumer Law
Nothing in this policy excludes, restricts or modifies the consumer guarantees that apply under the Australian Consumer Law. Those guarantees cannot be waived, and the sections above do not override them.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Where a failure is major, the choice between a refund and a replacement is yours, and a refund will be made in the original payment method, not as store credit. Where a failure is not major, we may choose to repair or replace the item within a reasonable time.
The 14 day window, the 30% restocking fee and the store credit outcome described above apply only to discretionary change of mind returns. They do not apply to any return arising from a consumer guarantee.
Contact
Email: HaloandOak@gmail.com
Halo & Oak is an online only retailer. We do not operate a showroom and cannot accept returns or inspections in person.