Return & Replacement Policy for VWLights

Last Updated: January 6, 2026

About VWLights

VWLights ("we", "our", "us") is a specialized lighting solutions provider that manufactures customized and made-to-order lighting products for commercial and residential applications. Our business operates on a quotation-based model, wherein all products are manufactured to customer specifications and requirements. This Return & Replacement Policy governs the terms and conditions applicable to all orders placed through our quotation process.

Our Ordering Process

Please note that VWLights does not accept direct orders from the website. All orders are processed through the following stages:

Quotation Request: You submit a detailed quotation request specifying your lighting requirements, quantities, customization specifications, and any special features or configurations needed.
Quotation Preparation: Our team prepares a customized quotation based on your specifications, including pricing, lead time, and product details.
Sample Approval: Once you accept the quotation, we prepare a sample unit for your approval. You review the sample and confirm whether it meets your specifications and requirements.
Final Approval & Order Placement: Upon your approval of the sample, the final order is confirmed, and full-scale manufacturing commences.
Manufacturing & Delivery: Products are manufactured according to your approved specifications. Lead time typically ranges from 4 to 15 days, depending on order quantity and customization complexity.

No Return Policy – Customized Products Only

Due to the made-to-order and customized nature of VWLights products, a traditional return policy does not apply. All products manufactured by VWLights are produced exclusively to your specifications and requirements. Accordingly:

No returns are accepted once an order has been placed and manufacturing has commenced, even if you change your mind or have second thoughts about the order.

The sample approval process exists specifically to ensure that you are satisfied with the product specifications, design, quality, and finish before full-scale manufacturing begins. Your approval of the sample constitutes your acceptance of the product's design, materials, and specifications.

Exceptions to this rule are detailed in the Replacement Policy section below, which covers product defects and transit damage only.

Replacement Policy – Limited Scope

VWLights assumes accountability only for damage incurred during transit (shipping) from our facility to your location. Replacements are offered under the following conditions:

Transit Damage Coverage

What VWLights Covers:

Physical damage to the product caused during shipping and delivery (e.g., broken components, shattered glass, bent frames, damaged wiring due to shipping impact).
Defective items resulting from manufacturing defects that are discovered upon delivery.

What VWLights Does NOT Cover:

On-site Damage: Any damage occurring after delivery at your premises is your responsibility. This includes damage from installation, improper handling, accidents, environmental exposure, or any other cause occurring after the product reaches your location.
Misuse or Negligence: Damage resulting from customer misuse, incorrect installation, improper maintenance, or failure to follow installation guidelines.
Environmental Damage: Damage from weather, humidity, temperature fluctuations, power surges, or other environmental factors after delivery.
Customization Changes: Changes to customization specifications or desired modifications after approval and manufacturing have commenced.

Replacement Eligibility and Conditions

To qualify for a replacement, the following conditions must be met:

Timely Reporting: Damage must be reported within 5 business days of delivery by providing:
- Photographs or videos clearly showing the damage
- Your order number and delivery date
- Detailed description of the defect or damage
- Proof of delivery
Product Condition: The product must not have been installed, modified, or altered in any way that would compound the damage or prevent proper assessment.
Verification: VWLights reserves the right to inspect and verify the damage claim. Our team may contact you for additional documentation or clarification.
Approval: Once damage is verified and confirmed to be attributable to transit or manufacturing defect, a replacement will be authorized.

Replacement Process

Step 1: Report Damage
Contact our customer service team immediately upon receiving damaged goods:

Email: sales@vwlights.com
Phone: [+91 99000 91787 ]
Provide order number, photographs, and damage details

Step 2: Assessment and Verification
Our team will review your claim and may request additional photographs or documentation. Assessment typically takes 2-3 business days.

Step 3: Approval or Denial
You will receive written notification confirming whether your replacement request has been approved or denied.

Step 4: Replacement Shipment
If approved, a replacement unit will be manufactured and shipped at no cost to you. Lead time for replacement manufacturing is typically 7-10 business days from approval date, depending on availability and customization complexity.

Step 5: Return of Damaged Unit (if required)
In some cases, we may request that you return the damaged product to us for inspection and analysis. If requested, a prepaid return shipping label will be provided.

Replacement Subject to Availability

All replacements are offered subject to availability. In cases where the original product is no longer in our manufacturing lineup or if the specific customization is no longer available, VWLights reserves the right to:

Offer an alternative product of equal or greater value and functionality, or
Provide store credit for the full amount of the defective product, which can be applied to a future order

Delivery Scope

VWLights delivers products across India to all Tier 1 and Tier 2 cities only.

Tier 1 Cities Include: Delhi, Mumbai, Bangalore, Hyderabad, Pune, Chennai, Kolkata, Ahmedabad, and other major metropolitan areas.

Tier 2 Cities Include: Secondary urban centers with substantial commercial and residential development.

If your location falls outside the defined delivery area, please contact our customer service team to discuss alternative delivery arrangements or special shipping options.

Our Accountability and Limitations

VWLights's Responsibility:

Manufacture products according to approved specifications and samples
Ensure quality control before shipment
Properly package products to withstand standard shipping conditions
Cover transit damage through replacement (subject to conditions above)

VWLights's Limitations:

We assume no responsibility for on-site damage occurring after delivery at your premises
We do not offer refunds under any circumstances for customized products
We are not liable for damage resulting from customer negligence, misuse, or improper installation
We are not responsible for damage from environmental factors or events beyond our control once the product is at your location

Customer Responsibilities

To maintain the integrity of our replacement program and ensure proper product handling, customers must:

Inspect Upon Delivery: Thoroughly inspect products immediately upon delivery and report any visible damage within 5 business days.
Document Damage: Photograph or video-document all damage in detail to support your replacement claim.
Do Not Modify: Do not install, modify, or alter the product if it appears damaged, as this may void the replacement eligibility.
Follow Installation Guidelines: Adhere to all provided installation instructions and guidelines to prevent on-site damage.
Proper Handling: Handle products with care and protect them from environmental hazards after delivery.
Communicate Promptly: Respond quickly to customer service inquiries and provide all requested documentation to expedite the verification process.

Warranty and Manufacturer Defects

Products manufactured by VWLights come with a manufacturer's warranty as detailed in the product documentation provided at delivery. This warranty covers defects in materials and workmanship under normal use and installation.

Warranty claims are separate from replacement claims and are handled according to the warranty terms provided with your product. Please refer to the product documentation for specific warranty details, coverage period, and claim procedures.

Damage in Transit – Carrier Liability

For damage occurring during transit by the shipping carrier, you may have recourse with the carrier directly, depending on the shipping method and insurance purchased. VWLights will assist you in filing claims with carriers when applicable; however, all replacement claims with VWLights must still comply with the conditions outlined in this policy.

Cancellation Policy

Pre-Manufacturing Cancellations: Orders may be cancelled before manufacturing begins (typically within 24-48 hours of confirmation). Cancellation fees may apply depending on whether materials have already been procured.

Post-Manufacturing Cancellations: Once manufacturing has commenced, no cancellations are permitted, and the full order amount is due upon delivery.

Please discuss cancellation options with our customer service team immediately if you need to cancel an order.

Dispute Resolution and Contact Information

Customer Service Contact:

Email: sales@vwlights.com
Phone: +91 99000 91787
Operating Hours: 9am - 6pm

Replacement Claim Submission:
All replacement claims must be submitted in writing (email preferred) with supporting documentation within 5 business days of delivery.

Response Timeline:
VWLights will acknowledge receipt of your claim within 1-2 business days and provide a decision on approval within 5 business days of receiving all necessary documentation.

Governing Law and Legal Compliance

This Return & Replacement Policy is governed by the laws of India and applies to all orders shipped to locations within India. VWLights complies with all applicable consumer protection laws and regulations in India, including the Consumer Protection Act, 2019, to the extent they apply to made-to-order and customized products.

Important Legal Notice: In India, a no-return policy for customized and made-to-order products is legally valid, provided it is clearly disclosed before purchase and the customer has approved the product specifications. By accepting and approving the sample provided, you acknowledge that you have accepted this Return & Replacement Policy and that you understand no returns are permitted for customized products.

Changes to This Policy

VWLights reserves the right to update this Return & Replacement Policy from time to time to reflect changes in operations, legal requirements, or business practices. The current version, with the "Last Updated" date shown above, applies to all active orders. Significant changes will be communicated to existing customers in advance when applicable.

Your satisfaction is important to us. The sample approval process is designed to ensure you receive exactly what you need. Please take advantage of this stage to thoroughly review and approve your product specifications before manufacturing begins.

For any questions or clarifications about this policy, please contact our customer service team.

Check out our terms and conditions on how this process works.