At Better With Lights, we take pride in creating each item to order with careful attention to detail. Because most of our products are personalized, all sales are considered final. Please read our policy below before making a purchase.
Personalized Items
- All personalized items are non-returnable and non-refundable, except in the rare case of damage during shipping or an error on our part.
- Customers are responsible for reviewing personalization details (spelling, colors, event date, etc.) before placing an order. We are not responsible for mistakes submitted with your order.
Non-Personalized Items (Future Stock Products)
- Non-customized products may be eligible for return within 14 days of delivery in unused, original condition.
- The customer is responsible for return shipping unless the item arrived damaged or incorrect.
Damaged Items
If your order arrives damaged, contact us within 7 days of delivery.
We require:
- Clear photos of the damaged item.
- Clear photos of the shipping box and all packing materials.
This information is necessary for us to file a claim with the carrier.
Important:
- Damage must be consistent with shipping mishandling. We reserve the right to deny replacement if damage appears to have occurred after delivery.
- In approved cases, we will create and ship a replacement at no additional cost. We do not send refunds for shipping-related damage.
Incorrect Orders
If we make an error (wrong name, color, or product type), we will replace the item at no cost to you. You may be asked to return the incorrect item before the replacement is shipped.
How to Start a Claim
To begin a damaged or incorrect item claim, email us at BetterWithLights@gmail.com with:
- Your order number
- Photos as outlined above
- A brief description of the issue
We will respond within 2 business days with next steps.
Final Notes
We want every customer to love their purchase. While our policy is firm to protect the integrity of our handmade, personalized products, we always aim to provide a fair resolution when issues arise.