1. Return Period

You may request a return within 30 calendar days of the confirmed delivery date. Your request must be submitted within this period. Once a return is authorized, the item must be shipped within 14 calendar days after receiving the return instructions. A delay caused by our review of a timely request will not invalidate an otherwise eligible return.

Returns are accepted by mail only. We do not offer in-person returns.

2. Change-of-Mind Returns and Eligibility

We accept eligible returns when a customer orders the wrong model, size, color, or quantity; prefers a different style; no longer wants the item; or changes their mind.

For non-defective, personal-reason returns, all of the following conditions apply:

• The item is unused, uninstalled, unaltered, and in its original condition;
• It has no customer-caused damage, scratches, stains, or signs of use;
• All original accessories, parts, mounting hardware, manuals, and other included items are present;
• Original packaging and protective materials are included and suitable for safe return shipping;
• The item remains suitable for resale as new;
• Proof of purchase can be provided.

Customers may carefully open the packaging to inspect the merchandise. Opening the package alone does not disqualify a return if the other requirements are met. Products installed, wired, connected for actual use, altered, or used are generally ineligible for voluntary change-of-mind returns.

The unused-condition and original-packaging rules do not restrict valid claims for defective, damaged, incomplete, or incorrectly supplied merchandise.

3. Who Pays for Return Shipping?

For returns due to personal preference, incorrect selection, or a change of mind, the customer pays the entire return shipping cost. Customers must choose and pay the carrier, properly pack the goods (including adequate protection for fragile lights and glass), and provide tracking details. A tracked and insured service is recommended.

Customers are responsible for loss or damage during their own arranged return shipment before the merchandise reaches our authorized returns facility, except where applicable law provides otherwise. We do not provide prepaid labels for change-of-mind returns.

Shipping prices depend on the parcel's dimensions, weight, carrier, and origin. We do not charge a restocking fee for eligible returns.

4. Damaged, Defective, Incomplete, or Incorrect Orders

If an item arrives damaged, has a defect, is incomplete, or differs from what you ordered, contact support@jackonlux.com promptly, preferably within 7 days of delivery. Include the order number, a description, and photos or video where reasonably available.

We may request additional details or safe, reasonable troubleshooting. For verified shipping damage, fulfillment errors, missing parts, or manufacturing defects, JackonLux will provide an appropriate remedy, such as supplying missing parts, repair, replacement, or refund, based on the circumstances and applicable law.

If a return is required for an approved defect or our fulfillment error, JackonLux will provide a prepaid label or otherwise cover the authorized return shipping cost. Genuine defective-product claims do not require the item to be unused or its original retail box to be intact.

The suggested 7-day notification period for delivery problems is not a deadline for valid claims under the One-Year Limited Warranty or other non-excludable consumer rights.

5. Return Authorization and Correct Address

Contact customer service before sending merchandise back. The return process is:

• Email support@jackonlux.com with your order details and reason for the request;
• Provide additional information or photos if reasonably requested;
• Receive written authorization and the designated U.S. returns address;
• Package the item securely and ship according to the provided instructions;
• Send the tracking number to our support team.

Do not send merchandise to our registered company address in Austin, Texas, or to the sender address printed on an original shipping label. Our registered address is not a returns facility.

Unauthorized parcels can be delayed or, where permitted by law, refused. Contact us first so your return can be identified and processed properly. These administrative steps do not waive valid statutory rights.

6. Condition Inspection

Returned merchandise will be inspected after receipt. For personal-reason returns, we check for signs of wear, installation, damage, missing components, missing protective materials, and whether the item matches the authorized request.

If a voluntary change-of-mind return does not meet eligibility conditions, we may decline the refund where permitted by law. We will explain the reason and contact you about reasonable options, potentially including shipping the item back to you at your expense.

We do not reject a legitimate defective-item claim solely because the product was installed, used normally, or opened for inspection.

7. Refund Amount and Processing

For an approved personal-reason return, we refund the amount actually paid for the returned merchandise after applicable discounts, together with any refundable sales tax. Customer-paid return shipping is not reimbursed. Separately purchased optional shipping services generally are not refunded for personal-reason returns, except where required by law.

Our standard outbound shipping is free for eligible orders; we will not invent or deduct an outbound delivery charge that was not charged to the customer. There is no restocking fee for an eligible return.

We generally review received returns within five business days. Once approved, we normally initiate the refund to the original payment method within three to five business days, or sooner if required by law. The customer's bank or payment provider may take additional time to post the credit.

For verified defects, delivery damage, and fulfillment errors, any refund and shipping reimbursement will follow the approved remedy and applicable law.

8. Exchanges

We do not offer direct exchanges for a different personal-preference color, size, style, or model. Instead, request an eligible return under this policy and place a new order for your preferred item. Replacements issued to resolve covered defects, shipping damage, or fulfillment mistakes are handled separately, without treating them as change-of-mind exchanges.

9. Misrepresentation and Return Abuse

We may reasonably review requests involving inconsistent information, missing merchandise, suspected misrepresentation, or other evidence of policy abuse, and ask for reasonable supporting documentation or inspection before issuing a voluntary refund.

Claims that do not satisfy the applicable terms may be declined with an explanation. A customer is not automatically disqualified merely because they previously requested a return or warranty service; statutory rights remain protected.

10. Relationship to Our Warranty

This 30-day policy governs eligible personal-reason returns. The separate One-Year Limited Warranty covers verified defects in materials or workmanship under normal, intended use for 12 months from delivery on eligible retail orders. An expired 30-day return window does not eliminate a valid warranty or statutory remedy.

11. Effective Date and Legal Rights

This policy applies to retail orders placed directly at jackonlux.com on or after October 28, 2026. Earlier orders remain subject to the terms promised at purchase and rights required by applicable law. Separately contracted wholesale orders may have different written terms.

Nothing in this policy excludes or limits consumer protections or remedies that cannot lawfully be restricted.

12. Contact Information

JackonLux Inc.

Email: support@jackonlux.com
Phone: +1 929-233-9513
Support hours: Monday–Friday, 9:00 AM–6:00 PM Eastern Time

Registered business and legal correspondence address: 700 Lavaca St, Ste 1401, Austin, TX 78701, United States. This is not a returns facility. Please obtain your designated U.S. return address from support.