Terms of service
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Call Us 📞 03 9729 1588

Call Us 📞 03 9729 1588

Terms of service

Replacement Warranty:

Crystal Palace Lighting will replace the faulty product(s) only, and will not cover any expense for electrician fees associated with installation for replacement. Crystal Palace Lighting does not employ or have access to electricians to provide this service for you. It is the customer’s full responsibility to organise their own electrician and cover any costs associated with replacing the faulty light.

If the lights have been installed and are damaged before / are faulty (which is only apparent after installation), Crystal Palace Lighting will uphold a replacement warranty for any items determined as faulty by our service department. Replacement at customer’s own expense.

The replacement warranty is only valid when these conditions are met:

You must email sales@crystalpalacelighting.com.au within 48 hours of finding fault (or immediately after fault is discovered / apparent after installation).
You must send images / video of the issue(s) to sales@crystalpalacelighting.com.au in the allotted time frame with your order number and all other relevant details
You must provide a written summary of the exact issue(s)
You must provide a Certificate of Electrical Safety that would have been provided by your chosen electrician upon completion of installation.
We will not process your request until we have these documents
Please contact your electrician immediately before contacting us to obtain the document.
6. Faulty/ Damaged products must be returned in order to receive replacement product(s).

You can choose to keep the same product, or you can choose to have your faulty product replaced with another product of your choosing. If the replacement product is more than the original product purchased, you must pay the difference. If the replacement product is less than the original product purchased, Crystal Palace Lighting will refund the difference.

Parts Replacement

Crystal Palace Lighting offers free part replacement for product(s) missing / with damaged parts. These parts will be given / replaced if they are missing or damaged upon arrival of your product. The given / replacement parts will ensure that the product(s) work properly and look how they are supposed to (and how you expected them to look when you made the purchase) and any missing / faulty parts that do not require an electrician to replace / install them will not count as a faulty product. Crystal Palace Lighting will not cover any associated costs that may occur for the new/replacement parts.

Crystal Palace Lighting will give / replace required parts so long as the below conditions are met:

You must contact us within 48 hours of successfully receiving your product(s)
You have your Order Number
You send images of the broken parts / describe which part is missing (if known)
If you do not contact us with the relevant information within 48 hours of successful delivery of your product(s), all required parts (either missing or replacement) will be chargeable, as well as a freight charge for the items to be delivered to your shipping address.

Damaged Product upon Arrival

If your product(s) packaging is damaged upon delivery, please do not accept the delivery from the courier, and request that the product is sent back to Crystal Palace Lighting. We will organise a replacement product(s) for you if these conditions are met:

You reject the delivery from the courier company
You contact us the same day the delivery is rejected
You have your order number and (if possible) a tracking number

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