FAQ

RETURNS AND CANCELLATIONS

ANY ORDER THAT RECEIVES A SHIPMENT CONFIRMATION CANNOT BE CANCELLED. Once you receive your order, you may contact us at hello@lovevialight.com with RETURN and your order number in the subject line for our return address. Once your LOVEVIALIGHT prism is received and inspected you will receive a refund in 3-30 days. 

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

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

To start a return, you can contact us at hello@lovevialight.com. Please note that returns will need to be sent to the following address: [1621 JED Trail, Sevierville, TN 37862] 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@lovevialight.com. 

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

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

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 at hello@lovevialight.com.

WRONG ADDRESS

LOVEVIALIGHT is not responsible for missing products due to incorrect address entry or theft, so please make sure we are shipping to the correct address. Once you receive your shipping confirmation we cannot change the address and you will be required to reorder your product to the corrected address.

In the event that your LOVEVIALIGHT prism is returned to us due to an insufficient address (Return To Sender), we may be able to get them to you free of charge.

DELAYS

Some orders may experience delays longer than others. Delays may be subject to weather, high order volume, traffic delays, holidays or even human reasons. We understand it is frustrating at times and we are doing our best to fulfill orders and share the love. LOVEVIALIGHT is not responsible for carrier delays. We believe our product is worth the wait and we truly appreciate your patience.