Returns, refunds and exchanges are related, but they are not the same step. First review the customer’s request and agree what needs to happen. If goods must be returned, give the customer clear return instructions and keep relevant messages and tracking information.

When a refund is due, process it against the original Light Ideas order using the available refund controls. Refunds can be full or partial, and the completed refund adjusts the seller entitlement linked to that order. Check the refund status before treating it as complete.

For an exchange or replacement, agree the arrangement clearly with the customer and keep a record of it. Your shop policy should explain your normal returns arrangements, but it must not remove any customer rights that apply.