Refund policy

To make a claim please use the form: Claims Submission Form

These includes change of mind returns, warranty claims, shipping issues and product damage. 

Alternatively, to request a return or recent order cancellation, simply log in to your LUX Solar customer account at www.luxsolar.co.nz/account, navigate to your order history, and select the relevant order. From there, choose Request Return for delivered items you'd like to send back, or Request Cancellation for orders that haven't yet been dispatched.

For returns, select the items and reason for your request, add any relevant details in the notes field, and submit. You'll receive a confirmation email once your request is received, and our team will review it and be in touch within 1–3 business days to let you know next steps. Please note that all returns and cancellations are subject to our returns policy — items must be unused and in original packaging, and requests must be made within 7 days of delivery.

Return and refund policy

We have a 7 day return policy, which means you have 7 days after receiving your item to request a return.  Change of mind returns are subject to a 15% Restocking fee (15% of the cost of the good/s being returned). This restocking fee is 20% for customers using a Trade Account.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Damages & Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges

The fastest way to ensure you get what you want is to fill out the Claims Submission Form and once the return is accepted, return the item to us and make a separate purchase of the new item. 

Fair Trade Act Applies

All NZ fair trading laws additionally apply.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us.

You will receive your refund on the same credit card you used to purchase your order.