Returns

Change of mind returns

We offer a 14 day return policy for change of mind, where items may be returned for a store credit or refund at the same value as the original purchase price less applicable shipping & handling costs. All items must be unused and returned in their original packaging to be eligible for a refund or credit. In addition to this, you must present a copy of your order or email confirmation. We do not accept returns for products that have been installed. Return shipping is to be arranged and paid for by the customer, alternatively you can return goods in person to our showrooms at no cost. Any refunds/credits will only be issued to the original customer named on the order and not any third parties. Any refunds must be issued via the original method of purchase.

If the items in your order were not in stock and required special ordering and shipping from overseas, a 30% re-stocking fee will be deducted from your refund or credit.

Refunds will be processed once the item has been received by our warehouse and passed inspection. You must contact us to request a return before sending the goods, at which time we will issue you with a Goods Return document (GRA) which must accompany the goods to be returned. Returns take up to 14 days to process. Notification of the completed return will be issued via email.

Damaged or faulty goods

In the unlikely event your item arrives damaged or faulty, please contact us within 14 days of receiving the item so a replacement can be arranged. Please do not attempt to return an item before speaking with us, as you may be liable for any associated expenses in doing so. In the event that we replace an item which is not in stock and may need to be ordered from overseas, Mondoluce will provide an ETA for the replacement goods. In rare cases where a replacement is unavailable (end of line products, for example), Mondoluce will offer a like alternative or refund.

Express Warranty

Lighting products sold by Mondoluce have been carefully selected from established and reliable lighting suppliers around the world. Mondoluce sells premium designer lighting products, and are rigorous in ensuring the highest levels of quality control and provision of electrician compliance and/or certification from our suppliers. We sell new lighting products in the original packaging from the supplier, excluding any agreement made with a customer to purchase an ex-display item at a discounted rate. The packaging of new lighting products may have been previously opened in order for our company electrician to perform an electric check or modification to ensure compliance. The performance of Mondoluce lighting products varies greatly depending on the product specifications and intended application. Customers should ensure they discuss their application with sales staff prior to purchase to ensure the product will perform appropriately and is fit for purpose. Mondoluce will facilitate the servicing, replacement of parts or suggestion of substitute in the event that a product is discontinued by a supplier. With the exclusion of defects under the warranty period, this would be at the customer's cost. Mondoluce aim to represent the appearance of their products accurately in their showroom and online, however there can be minor product variations due to the handmade nature of some products, and minor design modifications by the product supplier that do not affect the overall appearance (such as suspension components and ceiling canopies).

Warranty Against Defects

We provide the following product warranties:

  • LED Lighting products: 2yr commercial / 3yr domestic. This includes any lighting design featuring a built-in, or integral LED light source.
  • Technical lighting products such as downlights and track lighting systems: 2yr commercial / 3yr domestic.
  • 12 month warranty offered on all other products. This includes any lighting products featuring a lamp holder and no built in LED light sources.
  • Globes: LED globes are covered for 6 months. Other globes types such as halogen or carbon filament globes are excluded from our warranty.

The above warranties cover repair or replacement of goods only. Please contact us directly if you wish to submit a warranty claim. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. The warranty period on all products is from the original date of purchase for the original product only and not the date when any product may be repaired or replaced.

Please note that our warranty policy does not apply in cases of:

  • Unqualified/amateur installations
  • Normal wear and tear
  • Misuse
  • Failure to use in accordance to manufacturer instructions
  • Using the item in an abnormal way
  • Failure to take reasonable care

Mondoluce does not offer extended warranty options. Unless a product is labelled DIY (do it yourself), all electrical work must be performed by a qualified electrician. All additional costs associated with a claim against this warranty such as postage and electrician costs are to be borne by the customer, as our warranty covers the replacement or repair of goods only. Exceptions to this are subject to our approval. When placing orders for items that are not currently stocked and must be ordered from our overseas suppliers, Mondoluce will offer customers an estimated time of arrival. This estimate is not binding and therefore Mondoluce is not liable for any claim, loss or expense incurred by any person as a result of non-delivery by this estimate. Mondoluce will aim to deliver within the original ETA and will advise customers of any delays well ahead of time.

Products may differ from web images, especially in the case of handmade glass products. Due to the handmade nature of these materials there can be natural variations between products. Please consider this in relation to scenarios where multiple units of the same products may be installed in very close proximity to each other. If you have concerns about this, please contact our sales staff for further advice. Mondoluce supports any written claim or description contained on or in the packaging of goods as provided by our suppliers, even if it exceeds the conditions of our warranty. As we sell products from a range of different suppliers there may be endorsements on or in the packaging that conflicts with our standard guarantee – in this event we will comply with whichever endorsement has the greatest allowance.

The above conditions and warranties are provided by Mondoluce based on obligations specified under Australian Consumer Law except where our policy specifies excluded points to the extent allowed by law. If you have any questions regarding our warranty and returns policy, please don't hesitate to contact us.