Refund policy

Returns & Refund Policy

At Prosper Lighting, we strive to deliver products that elevate your space and exceed expectations. If something isn’t right, we’re here to help. 

1. Eligibility for Returns

Return of any Product, shall be subject to the following terms and conditions:

• Return can be requested by the customer based on his/her choice, with no specific conditions applied. However, the customer agrees and undertakes to pay a re-stocking fee of 15% on the invoiced MRP for return of the product(s) found in a fit condition by the Company. Further, the customer also agrees to bear the courier charges in case of sending it back to Prosper Lighting location. In case the product is wrong, damaged, defective product(s), Prosper Lighting will additionally reimburse the amount of courier charges.
  
  
• The acceptance of the Product for return shall be conditioned on passing the quality investigation by Prosper Lighting. Refund approval or rejection depends upon the investigation carried out by concerned team.
  
  
• A return request must be raised within 2 days of delivery of the product to the customer. Products must be returned in their original packaging unaltered and unused with the price tags, barcodes, labels, user manual, and warranty card intact along with a copy of the invoice, as applicable.
  
  
• The Product for which return request is raised should be in unused condition and it must not have been installed. The returnable product should be in intact condition. The return should include the original packaging, labels and accessories, if any. The Product(s) should be free of any wear and tear. The returned products are subject to inspection by Prosper Lighting.
  
  
• As per company policy, minor defects on products do not qualify for returns or exchanges.
  
  
• Return Process where Prosper Lighting store is available: i) Customers can drop the product at the nearest Prosper Lighting store. Post-inspection, we will accept the return. Return request must be made within 7 days of delivery. The product should be returned within 7 days from the date of the delivery.
  
  
• Return Process where Prosper Lighting store is not available:
  i) Customers in remote areas need to return the product to the nearest warehouse/store at their expense.
  ii) If the product is damaged, the customer is responsible, and we request them to retrieve it from the delivered location. Customer bears the courier charges in case of returns effected through couriers.
  
  
• Any products returned in a damaged condition including but not limited to physical internal or external damage, electrical circuit damage, scratches or abrasions etc will not be refunded. The customer will have to pick up the damage product in case he/she needs the product back. After necessary quality inspection and on satisfactory outcome, Prosper Lighting will issue a credit note within 10-15 days of receipt of the product for an amount equivalent to the value of the returned product less Re-stocking fees of 15%, and the same can be used only within 180 (one hundred and eighty) days from the date of credit note. Any lapse of the above period will render the credit note invalid.
  
  
• Returns are accepted only for damaged or defective products.
  
  

To be eligible, you must notify us within 48 hours of delivery with clear images and a description of the issue. 

📦 Important – Unboxing Video Requirement (For Returns / Damage Claims)

1. To ensure a smooth resolution in case of any transit damage, missing items, or return requests, we kindly request customers to follow the steps below:
2. Please record a clear unboxing video while opening the parcel immediately upon delivery.
3. The complete packaging, outer box, and shipping label must be clearly visible in the video before opening the package.
4. The video should continuously show the package being opened and the product being removed from the box.
5. This video must be shared with our support team within 24–48 hours of receiving the parcel.

⚠️ Please note that damage, missing item, or return claims cannot be processed without a proper unboxing video.

• Custom-made products, including duplex chandeliers and personalized designs, are non-returnable unless damaged in transit.

2. Return Process

• Contact our support team via WhatsApp or email with your order ID and issue details.

• Once approved, we will arrange reverse pickup or guide you through the return process.

• Returned items must be unused, in original packaging, and accompanied by proof of purchase.

3. Refunds

• Refund is only initiated at the discretion of Prosper Lighting, when the customer returns a product, cancels an order or purchases a lower value product or the product is out of stock or for any refund/compensation by Prosper Lighting, at its sole discretion basis merits of each matter.
  
  

• Upon inspection and approval of the returned item, refunds will be processed within 7–10 business days to your original payment method.

• In case of partial damage, we may offer replacement parts or store credit.

• Prosper Lighting reserves the right to alter and enforce this Policy at any time without having to serve any prior notice to you. Please note that we may, from time to time, change the terms of the Policy that governs your return, refund or cancellation of an order for Products.

• If a customer fails to accept delivery of an order or is repeatedly unavailable/unresponsive to delivery attempts (including calls, messages, or emails from the courier partner or our team), the order will be classified as a “Non-Deliverable / Refused Order.”

  In such cases:

  • The company reserves the right to cancel the order without prior notice
  • The order will be treated as customer-initiated refusal after dispatch
  • No refund will be processed under any circumstances
  • All costs including forward shipping, return shipping (RTO), handling, and operational charges will be fully borne by the customer

  🚨 Important:

  • This policy applies once the order has been dispatched from our warehouse
  • Multiple delivery attempts (as per courier standards) will be considered sufficient proof of delivery effort
  • Refusal to accept delivery or non-responsiveness will be treated as a confirmed intent to cancel after shipment, and no refund will be applicable

4. Breakage & Transit Insurance

• All orders are covered under 100% breakage and transit insurance.

• Claims must be submitted within 48 hours of delivery with supporting images.

5. Cancellation Policy

• An order cannot be cancelled once confirmed by Prosper Lighting. You can only return or modify an order (with products of the same or more value) within 24 hours of order placement, provided the order has not been shipped by Prosper Lighting
  
  
• If you want to return or modify your order (within 24 hours of order placement) before the order has been shipped, please Whatsapp at customer service number +91-9315739068 or please send us an email at contact@prosperlighting.com with the product details (name, color, price, size).

For Partial COD Order, refer terms mentioned below: 

## *Partial Cash on Delivery (COD) – Advance Payment Policy*

To ensure order commitment and reduce fraudulent or non-serious orders, we offer a *Partial Cash on Delivery (COD)* payment option on selected orders.

### *1. Payment Structure*

* Customers opting for Partial COD are required to pay *30% of the total order value in advance* at the time of placing the order.
* The *remaining is payable at the time of delivery* to the delivery partner.
* The advance amount will be *adjusted against the final payable amount*.

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### *2. Nature of Advance Payment*

* The advance payment is a *booking and order confirmation fee, collected to cover **logistics, packaging, payment gateway charges, and operational costs*.
* By placing an order under Partial COD, the customer *expressly agrees* to this payment structure and terms.

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### *3. Non-Acceptance of Delivery (RTO / Refusal Cases)*

* If the customer:

  * refuses to accept the delivery, OR
  * is unavailable after reasonable delivery attempts, OR
  * provides incorrect/incomplete address leading to failed delivery,

  the order will be treated as *Return to Origin (RTO)*.

* In such cases:

  * The *advance amount (30%) shall be non-refundable*.
  * This amount is retained as *reasonable compensation for shipping, handling, and operational losses*.

📌 This is aligned with Indian e-commerce practices where *reasonable cancellation charges are permitted if not disproportionate to actual loss*. ([SRL][1])

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### *4. Cancellation Policy (Before Dispatch)*

* Orders can be cancelled *before dispatch*.
* In such cases:

  * The advance amount may be *refunded after deducting payment gateway charges (if applicable)*.
* Once the order is *dispatched, cancellation is **not allowed*, and Clause 3 will apply.

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### *5. Failed Delivery Due to Customer Fault*

The advance amount will *not be refunded* in cases including (but not limited to):

* Customer unreachable/unresponsive
* Multiple delivery failures
* Refusal without valid reason
* Change of mind at the time of delivery

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### *6. Exceptions – When Advance Will Be Refunded*

The advance amount will be *fully refunded* if:

* The order is cancelled by us due to *stock unavailability*
* The product is *not shipped at all*
* There is a *verified technical/payment issue* on our end

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### *7. Post-Delivery Returns & Refunds*

* Once the order is successfully delivered and accepted:

  * Standard Return & Refund Policy will apply.
  * Refunds (if applicable) will be processed *only after successful return inspection*.
* The advance amount will be treated as part of the *total order payment*

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### *8. Transparency & Customer Consent*

* All Partial COD charges and terms are *clearly displayed at checkout*.
* By placing an order, the customer:

  * acknowledges reading these terms
  * agrees that the advance is *non-refundable in RTO/refusal cases*

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### *9. Abuse & Fraud Prevention*

We reserve the right to:

* Disable COD or Partial COD for customers with *high return/refusal history*
* Cancel orders that appear *fraudulent or high-risk*
* Take appropriate action against misuse of services

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### *10. Limitation of Liability*

* The advance amount retained is a *genuine pre-estimate of loss* due to logistics and operational costs.
* It shall *not be considered a penalty, but a **reasonable charge*, compliant with applicable laws.

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