Sellers handle refund requests relating to their own products. Review what the customer is asking for, check the order and any relevant messages, and respond clearly before processing a refund.

When a refund has been agreed, use the refund controls on the relevant order so the refund remains linked to the original payment and seller entitlement. Refunds can be full or partial. Check that the refund completes successfully rather than assuming it has been processed as soon as it is submitted.

If goods need to be returned, give the customer clear return instructions and follow the customer rights that apply as well as your published shop policy. Keep relevant messages, tracking and other evidence with your records. If the issue cannot be resolved, contact Light Ideas Support through Support → Tickets.