Help Centre
Find answers about using Light Ideas.
Cancellations & Returns
Understand cancellations, returns and refunds.
Can I issue a partial refund?Yes — where appropriate, you can refund selected quantities or amounts instead of refunding the entire order. The available refund controls are shown on the order.
Can I refund an order?Yes — where an order is eligible, use the refund controls provided for that order. You can enter the appropriate refund amounts and quantities rather than creating a separate support request for a routine refund.
Can I refund postage?Yes — where appropriate, the refund flow allows an order’s shipping or postage amount to be included in the refund. Review the amounts carefully before submitting it.
How do I handle returns, refunds and exchanges?Respond promptly and give the customer clear return instructions where a return has been agreed. When the item is returned, inspect it and use the order controls to process the agreed refund, replacement or exchange. Keep the relevant…
What should I do if a customer cancels before dispatch?Review the request as soon as possible. If the order has not yet been dispatched and cancellation is permitted, avoid dispatching the product and arrange the appropriate cancellation or refund. Your shop policy must not remove any statutory…
Who pays for return postage?This depends on the reason for the return and the customer's applicable rights. Responsibility for return postage may differ between a customer changing their mind and receiving a faulty, damaged or incorrectly described product. Your returns policy should…
Will a buyer be refunded in the currency they paid in?Yes — a refund is returned through the original payment in the currency used for that payment. Payment-processing and currency-conversion charges may be treated differently from the amount returned to the buyer.