How do I return an item?

DELIVERY AND RETURNS

e3light Professional A/S MAINTAINS FULL OWNERSHIP OF THE PRODUCTS UNTIL FULL PAYMENT HAS BEEN OBTAINED

It is possible to cancel your order if it hasn’t been sent. Contact us at info@mylight.me and we will help you.
If your order has been sent, you will have to return the products in order to receive a refund. The freight will not be refunded.
It is not possible to change your order once it has been submitted.

ALL PACKAGES ARE SENT WITH GPS FROM OUR WAREHOUSE IN DENMARK. YOUR ORDER WILL BE SENT WITHIN THREE WORKING DAYS AFTER IT HAS BEEN PLACED


The normal delivery time from the package has left our warehouse is:
1 working day to Denmark
3 working days to Europe
6 working days to the remaining destinations

If nobody is at the address when GPS makes the delivery, a note is left in the mailbox and GPS leaves with the package. Another attempt to deliver will be made the next day. A total of three attempts to deliver will be made. If delivery is not possible, the package will be returned to us.
When you find the GPS note in your mailbox, contact them to arrange another delivery address,time or tell them the package can be left in your back yard etc.

You can have your package delivered to your work address if this is more convenient for you. This should just be included as Delivery Address.

Please note that it is not possible to make a delivery to a PO box.

How much is the freight charge?

We ship all over the world, and within the EU we have free shipping. Find your delivery zone below and see the freight charges - as well as your freight free limit.

EUROPE - MEMBER OF EU

Freight Charges: FREE


EUROPE - OTHER COUNTRIES

Freight Charges: EUR 20 / USD 26 / GBP 17


REST OF THE WORLD

Freight Charges: EUR 30 / USD 40 / GBP 25


Return policy

We want all our customers to receive high quality products. If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact our customer service.
If you send us a mail, please include as many details as possible including your order number as well as a picture if there is something wrong with one of the products.

If you are not completely satisfied with your product, simply return the unused product(s) in its original unbroken packaging within 14 days of receipt for a refund.

When we receive the product, we will refund the value of the purchased the product, but not the original freight. All products must be returned in their original packaging with all enclosed documentation and the packaging cannot be broken or in any other way damaged – neither can the product. Otherwise it will not be possible to obtain a refund. You must pay for the freight to return the goods and this must also be arranged by yourself.

The goods are your responsibility until they reach our warehouse. Please ensure you pack the return safely to prevent any damage to the products or boxes.

You always have a 6 months warranty period if something is wrong with the product. Your claim should be send to us as soon as possible.
If your claim is justified we will refund your reasonable freight expenses. Also, e3light Professional A/S delivers a 24 month product guarantee in accordance with EU regulation.


HOW TO RETURN A PRODUCT

HOW TO OBTAIN SERVICE

In the event of a product defect, you should take the following actions:

1. Refer to the installation guide in order to identify and possibly correct the problem.

2. If the problem cannot be resolved by reference to the installation guide, please Contact us at info@mylight.me and we will help you.

3. If you ship the Product e3light is not liable for damages to the product caused during shipment. Thus, we recommend that you use the original shipping cartons for packing the product. If these cartons are not available, we suggest that you use a strong cardboard box and sufficient packaging (for example, Styrofoam, bubble wrap or similar) to provide at least 10 cm of packaging to fully surround products weighing 5 kg or more.

Please note that when you return a product it is very important to state the order number as well as your name and address. Without these details we will not be able to process your refund. Furthermore, a detailed description of the problem is necessary – if you have a claim. Remember to provide us with a receipt for your freight charges if we have to reimburse them.

Return form
Please enclose a return form with the returned products. You can download the return form here.

Our return address is:
e3light Professional A/S
Moelbakvej 5
8520 Lystrup
Denmark

It can take up to 14 days for us to receive your return, depending on which postal service you use. Once we have received the returned products, we will inspect them and process the refund within 48 hours.


In case of faulty merchandise or wrong item ship, e3light Professional A/S bears the transportation costs. For all other returns of merchandise including remorse returns, the dealer bears the transportation costs. The original box and packaging is required in any case, if not available, it is at e3light's discretion to void claims for return. e3light will submit proof by image in case of any non-compliance to resolve issues.

To obtain return authorization please contact customer service info@mylight.me and clearly state reason for return. In the event of a return based on a changed decision and not faulty merchandise, please submit an image to show product is in new and unused condition. Thank you.



NEW PRODUCT

If you wish to exchange the purchased product for another product, you will have to place a new order online and return the original product for a refund

Due to regulations and limitations regarding credit card payments, we are not able to charge your credit card a higher amount than your original order. And in order to ensure 100% security with the processed credit card payments, we will not modify the ordered amount, and therefore a new order has to be placed.

Custom or import duties

If your delivery country charges customs or import duties - these will be charges once the package reaches the destination country. You will have to pay these charges. Unfortunately we have no control over the charges and cannot inform you what they will be. Customs policies vary widely from country to country – so if you have any questions regarding this, please contact your local customs office for further information.