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Return & Refund Policy

Welcome to Lightailing’s Return & Refund Policy. Please review the terms below carefully before submitting return, exchange or refund requests. Feel free to contact our support team if you need help.

Lightailing.com reserves the right to charge a handling fee for all returned items.

  1. Order Cancellation

    • If your order has not shipped, you may request a full refund or product replacement via support@lightailing.com or the Contact Us page. Cancellations must be made before shipment.
    • Once dispatched, orders cannot be cancelled. You may submit a return request instead. All returned items must remain unopened, unused and in original condition. We will refund the full product price, and all shipping fees shall be borne by the buyer.

  2. Refund & Exchange Rules

    We do not accept returns, refunds or exchanges due to personal preference changes.

    • Requests Not Accepted
      • You change your mind, find lower prices elsewhere or no longer need the items.
      • Product defects or damage caused by improper use.
      • Dissatisfaction over price differences after receiving correct products.
      • Accidentally purchasing our products while mistaking them for LEGO sets.

    • Valid Requests
      • Incorrect items / Missing parts (our error): Contact us within 15 days upon delivery. We offer full or partial refunds and full assistance.
      • Product quality issues (for return): Submit your request within 30 days upon delivery.
      • Replacement parts (warranty service): Apply for replacement parts anytime within the 2-year warranty period.

    • Exchange Terms: All exchange requests must be sent within 15 days upon delivery. Exchanges are only available for verified quality issues excluding man-made damage.

  3. Warranty Service

    • Within 2 years after delivery: Free repair service is provided for quality faults. The buyer covers all round-trip shipping fees and relevant customs charges.
    • After the 2-year warranty period: All expenses including repair, shipping and customs shall be paid by the buyer.

  4. In-Transit Damage

    • If your package is damaged during transit, email support@lightailing.com within 24 hours after delivery. We recommend not opening obviously damaged parcels.

  5. Important Reminders

    • If you find product faults, please send your order ID and item numbers to us for verification. We may request photos or videos of the defective goods and original packaging.
    • All return packages must be postmarked within 45 calendar days after delivery.

      Delivery Date Definition: For EMS, DHL and registered air mail, the delivery date follows courier tracking records. For orders without online delivery records, the delivery date is counted as the 25th calendar day after shipment.
    • All refunds will be processed to your original payment method. For PayPal payments, refunds will be completed within 1–3 business days after we receive and inspect returned items. You will receive confirmation emails from both PayPal and Lightailing.

  6. Exchange Shipment

    • Replacement items will be delivered via standard shipping, which normally takes 7–21 business days. We will ship new items only after receiving your returned goods.

  7. Contact Support

    • For questions about this policy, please use the Contact Us page. We reply within 24 hours on business days (Monday – Friday, 9:00 AM – 6:00 PM).

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