Refund Policy

Last Updated: January 2025

At RGB Room Lighting, we stand behind the quality of our Products and want you to be completely satisfied with your purchase. This Refund Policy explains your rights regarding returns, refunds, and exchanges for Products purchased through our website thesoulsync.com.

1. Your Right to Cancel (Cooling-Off Period)

1.1 30-Day Return Window

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 30 days of receiving your Products without providing any reason. This cooling-off period allows you to inspect the Products and decide if they meet your expectations.

1.2 How to Cancel

To exercise your right to cancel, you must inform us of your decision by a clear statement. You can:

• Email us at info@thesoulsync.com with your order number and cancellation request
• Call us at +444454154738 during business hours
• Send written notice to: RGB Room Lighting, Flat 30x Stevens Crest, Jadeborough BT60 3QU, United Kingdom

1.3 Returning the Products

Once you have notified us of your cancellation, you must return the Products to us within 14 days. You are responsible for the cost of return shipping unless the Products are defective or we made an error with your order.

2. Return Conditions

2.1 Eligible Returns

To be eligible for a return and refund, Products must meet the following conditions:

• Items must be unused, unworn, and in the same condition as received
• Products must be in their original packaging with all accessories, manuals, and components included
• Original tags, labels, and protective films must be intact
• Products must not show signs of installation or attempted use
• LED strips must not have been cut or modified
• Return must be initiated within 30 days of receiving your order

2.2 Non-Returnable Items

The following items cannot be returned unless defective:

• Products that have been installed, used, or show signs of wear
• LED strips that have been cut, modified, or had adhesive backing removed
• Products with damaged or missing packaging
• Items marked as final sale or clearance
• Gift cards or promotional items
• Custom-configured or special-order Products

2.3 Inspection Process

Upon receiving your returned Products, we will inspect them to ensure they meet our return conditions. If the Products do not meet the eligibility criteria, we reserve the right to refuse the refund and may return the items to you at your expense.

3. Refund Process

3.1 Processing Time

Once we receive and inspect your returned Products, we will process your refund within 14 days. You will receive an email confirmation when your refund has been processed.

3.2 Refund Method

Refunds will be issued to the original payment method used for the purchase. Depending on your bank or card issuer, it may take an additional 3-5 business days for the refund to appear in your account.

3.3 Refund Amount

Your refund will include:

• Full product price
• Original standard shipping costs (if applicable)

Your refund will NOT include:

• Return shipping costs (unless the return is due to our error or defective products)
• Express or expedited shipping fees
• Any customs fees or import duties (for international orders, if applicable in future)

3.4 Partial Refunds

Partial refunds may be granted in the following situations:

• Products showing obvious signs of use
• Products returned without original packaging or with damaged packaging
• Products missing accessories or components
• Products returned more than 30 days after delivery

4. Defective or Damaged Products

4.1 Reporting Defects

If you receive a defective or damaged Product, please contact us immediately within 48 hours of delivery. Provide:

• Your order number
• Description of the defect or damage
• Clear photographs showing the issue
• Photos of the packaging (if shipping damage is suspected)

4.2 Resolution Options

For defective or damaged Products, we will offer one of the following solutions at our discretion:

• Replacement: We will send you a replacement Product at no additional cost
• Repair: For minor issues, we may provide instructions or replacement parts
• Full Refund: If replacement is not possible or preferred, we will issue a full refund including return shipping costs

4.3 Return Shipping for Defective Items

If a Product is confirmed as defective or damaged, we will provide a prepaid return shipping label. You will not be charged for return shipping in these cases.

5. Warranty Claims

5.1 Warranty Coverage

All Products are covered by a 2-year warranty from the date of purchase. The warranty covers:

• Manufacturing defects
• Workmanship issues
• Component failures under normal use
• LED failure or premature dimming

5.2 Making a Warranty Claim

To make a warranty claim:

1. Contact our customer service team with your order number
2. Describe the issue in detail
3. Provide photos or videos demonstrating the problem
4. Await instructions from our team

5.3 Warranty Exclusions

The warranty does NOT cover:

• Damage from improper installation or use
• Damage from power surges or incorrect voltage
• Modifications or unauthorized repairs
• Normal wear and tear
• Accidental damage or misuse
• Exposure to water (unless product is rated waterproof)
• Commercial or industrial use (residential use only)

6. Exchanges

6.1 Product Exchanges

We do not offer direct product exchanges. If you wish to exchange a Product for a different model or variant:

1. Return the original Product following our return process
2. Receive your refund
3. Place a new order for the desired Product

This ensures you receive the correct item promptly and allows you to take advantage of any current promotions.

6.2 Color or Size Concerns

We strive to display accurate product colors and specifications. However, due to variations in monitor displays, actual colors may differ slightly from images. This does not constitute grounds for return unless the product is significantly different from the description.

7. Cancelling Orders

7.1 Order Cancellation Window

You may cancel your order free of charge within 24 hours of placing it, provided the order has not yet been dispatched. To cancel:

• Contact us immediately at +444454154738 or info@thesoulsync.com
• Provide your order number and cancellation request

7.2 After Dispatch

Once an order has been dispatched, it cannot be cancelled. You may return the Products following our standard return procedure after receipt.

8. Return Shipping Instructions

8.1 Packaging Returns

When returning Products:

• Use the original packaging when possible
• Ensure items are well-protected during shipping
• Include all accessories, manuals, and components
• Remove or cover any shipping labels on the original box
• Include a note with your order number and reason for return

8.2 Return Address

8.3 Tracking Your Return

We strongly recommend using a tracked shipping service when returning Products. We are not responsible for items lost in transit. Keep your tracking number and proof of postage until your refund is processed.

9. Special Circumstances

9.1 Wrong Item Sent

If we send you the wrong Product by mistake, we will:

• Provide a prepaid return label for the incorrect item
• Send the correct Product at no additional charge
• Cover all return and replacement shipping costs

9.2 Missing Items

If items are missing from your order, contact us within 48 hours of delivery. We will send the missing items at no additional cost or issue a partial refund if preferred.

9.3 Lost or Stolen Packages

We are not responsible for packages marked as delivered by the courier. If your package shows as delivered but you haven't received it:

• Check with neighbors and alternative delivery locations
• Contact the courier directly with your tracking number
• File a police report if you believe the package was stolen
• Contact us for assistance in filing a claim

10. Refund for Digital Purchases

Currently, we do not sell digital products. Should we introduce digital content in the future, separate refund terms will apply in accordance with UK digital content regulations.

11. Promotional Items and Discounts

11.1 Free Gifts

If your order included a free promotional item, it must be returned with the purchased Products to receive a full refund.

11.2 Discount Codes

If you used a discount code on your original purchase, the refunded amount will reflect the discounted price paid, not the full retail price.

12. Business Days

All timeframes mentioned in this policy refer to business days (Monday to Friday, excluding UK public holidays). Our customer service team operates:

• Monday - Friday: 9:00 AM - 6:00 PM
• Saturday: 10:00 AM - 4:00 PM
• Sunday: Closed

13. Changes to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. The policy in effect at the time of your purchase will govern your return and refund rights.

14. Dispute Resolution

If you are not satisfied with how we have handled your return or refund, please contact our customer service manager. We are committed to resolving any issues fairly and promptly. If we cannot reach a satisfactory resolution, you may refer the matter to:

• Citizens Advice Consumer Service
• Trading Standards
• Alternative Dispute Resolution (ADR) services

15. Contact Us

16. Your Statutory Rights

This Refund Policy does not affect your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015. You have the right to:

• Receive goods that match their description
• Receive goods of satisfactory quality
• Receive goods fit for purpose
• Reject faulty goods within 30 days for a full refund
• Repair or replacement for goods that develop faults within 6 months

We appreciate your business and want you to be completely satisfied with your RGB Room Lighting purchase. If you have any concerns, please don't hesitate to reach out to our customer service team.