Refund policy

REFUND AND RETURNS POLICY

TURKISH LIGHTHOUSE

ABN: 68 688 319 922

Box Hill, 2765, NSW, Australia

Contact Email: sales@turkishlighthouse.com

Last Updated: Monday, 27 April 2026

1. Overview

We want you to be satisfied with your purchase. This Refund and Returns Policy ("Policy") sets out your rights and our obligations in relation to returns, refunds, and exchanges for goods purchased through our Website.

This Policy is in addition to, and does not limit, any rights you may have under applicable consumer protection laws, including the Australian Consumer Law ("ACL") for customers located in Australia.

2. Australian Consumer Law Guarantee

If you are located in Australia, you have statutory rights under the ACL that cannot be excluded, restricted, or modified. Under the ACL:

You are entitled to a replacement, repair, or refund for a major failure with a product

You are entitled to compensation for any other reasonably foreseeable loss or damage caused by a major failure

You are entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure

A "major failure" includes where a product:

Would not have been purchased if you had known about the problem

Is significantly different from the description or sample shown

Is substantially unfit for its normal purpose and cannot easily be fixed

Is unsafe

Nothing in this Policy overrides or limits your ACL rights.

3. Change of Mind Returns

We do not offer refunds or exchanges for change of mind purchases. Please review product descriptions, dimensions, and specifications carefully before placing your order.

If you are unsure whether a product is suitable for your needs, contact us at sales@turkishlighthouse.com before purchasing.

4. Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged in transit, or is materially different from what was described on the Website, you may be eligible for a refund, replacement, or store credit.

To lodge a claim, you must:

Include your order number, a description of the issue, and clear photographs of the item and its packaging

Retain the item and original packaging until your claim is resolved

We will assess your claim and respond within 14 business days. If your claim is approved, we will advise you on the next steps, which may include:

A full or partial refund to your original payment method

A replacement item dispatched by our Supplier

A store credit

5. Returns Process

Important — Dropshipping Model: Our products are fulfilled directly by a third-party supplier located outside Australia. As a result:

Do not return items to our registered address without first contacting us and receiving written return authorisation

Return shipping instructions, including the correct return address, will be provided upon approval of your claim

Return shipping costs are your responsibility unless the item is faulty, damaged, or incorrect, in which case we will cover reasonable return shipping costs or arrange collection

We recommend using a tracked shipping service for all returns. We are not responsible for items lost or damaged in return transit.

6. Refund Timeframes

Once a return is received and inspected by our Supplier, we will notify you of the outcome within 5 business days. If a refund is approved:

Refunds will be processed to your original payment method within 7–10 business days

Processing times may vary depending on your bank or payment provider

Original shipping costs are non-refundable unless the return is due to our error

7. Non-Returnable Items

The following items are not eligible for return or refund (except where required by law):

Items that have been used, installed, or modified after delivery

Items returned without prior written authorisation from us

Items damaged due to improper installation, misuse, or failure to follow product instructions

Custom or special-order items (where applicable)

8. Cancellations

Orders may be cancelled before dispatch. Once an order has been dispatched by our Supplier, it cannot be cancelled. To request a cancellation, contact us immediately at sales@turkishlighthouse.com with your order number. Please refer to our [Cancellation Policy] for full details.

9. International Customers

If you are located outside Australia, your consumer rights are governed by the laws of your jurisdiction. We will use reasonable endeavours to resolve return and refund requests in accordance with this Policy. However, we do not guarantee compliance with every jurisdiction's consumer protection laws, and we recommend you review your local rights before purchasing.

EU and UK Customers: If you are located in the European Union or United Kingdom, you may have additional rights under the EU Consumer Rights Directive or UK Consumer Rights Act 2015, including a 14-day right of withdrawal for distance sales. Please contact us at sales@turkishlighthouse.com to exercise this right.

10. Contact Us

For all return and refund enquiries, please contact us:

TURKISH LIGHTHOUSE

ABN: 68 688 319 922

2765, NSW, Australia

Email: sales@turkishlighthouse.com

Phone: +61 491 171 900

www.turkishlighthouse.com

CANCELLATION POLICY

TURKISH LIGHTHOUSE

ABN: 68 688 319 922

Registered Address: 2765, NSW, Australia

Contact Email: sales@turkishlighthouse.com

Website: www.turkishlighthouse.com

Last Updated: Monday, 27 April 2026

1. Overview

This Cancellation Policy explains your rights and our obligations in relation to order cancellations for goods purchased through our Website. Because our products are fulfilled directly by a third-party supplier located outside Australia ("Supplier"), cancellation windows are limited once an order has been dispatched.

Please read this Policy carefully before placing an order.

2. Cancellation Before Dispatch

You may request to cancel your order at any time before it has been dispatched by our Supplier. To request a cancellation:

Contact us immediately at sales@turkishlighthouse.com with your order number and the subject line "Order Cancellation Request"

We will confirm whether your order has been dispatched

If your order has not yet been dispatched, we will cancel it and issue a full refund to your original payment method within 5–7 business days

We will make every reasonable effort to action cancellation requests promptly, but we cannot guarantee cancellation once an order has been submitted to our Supplier for fulfilment.

3. Cancellation After Dispatch

Once your order has been dispatched by our Supplier, it cannot be cancelled. At that point, you may:

Wait for the order to arrive and then lodge a return request in accordance with our [Refund and Returns Policy], if eligible

Change of mind is not a valid basis for cancellation after dispatch. Please refer to Section 5 below for your statutory rights, which are not affected by this clause.

4. Cancellation Fees

We do not charge a cancellation fee for orders cancelled before dispatch.

Where a cancellation request is made after dispatch and we are able to intercept the shipment (which is not guaranteed), an administration fee of 20% of the order value may apply to cover costs already incurred, including supplier processing and shipping charges. Any such fee will be communicated to you before it is applied.

Under Australian Consumer Law, any cancellation fee we charge must represent a genuine pre-estimate of our actual loss or costs incurred. We will not charge fees that exceed our reasonable costs.

5. Your Statutory Rights

Nothing in this Policy limits or excludes any rights you have under applicable consumer protection laws.

Australian Customers: Under the Australian Consumer Law ("ACL"), you are entitled to cancel an order and receive a full refund where:

The goods have a major failure (are faulty, unsafe, or significantly different from their description)

We are unable to provide the goods within a reasonable time

The goods do not match the description, sample, or demonstration model shown

These rights apply regardless of our standard cancellation terms.

EU and UK Customers: If you are located in the European Union or United Kingdom, you may have a statutory right of withdrawal of 14 days from the date you receive your goods under the EU Consumer Rights Directive or UK Consumer Rights Act 2015. To exercise this right, contact us at sales@turkishlighthouse.com within 14 days of delivery. Return shipping costs for withdrawal-based cancellations are your responsibility unless we agree otherwise.

Other International Customers: Your cancellation rights are governed by the laws of your jurisdiction. We will use reasonable endeavours to accommodate cancellation requests in accordance with applicable local laws.

6. Cancellation by Us

We reserve the right to cancel your order at any time before dispatch in the following circumstances:

The product is out of stock or unavailable from our Supplier

There is a pricing or product description error on the Website

We are unable to verify your payment or detect suspected fraudulent activity

Delivery to your location is not possible

If we cancel your order, we will notify you promptly and issue a full refund to your original payment method within 5–7 business days. We will not charge any cancellation fee where we initiate the cancellation.

7. Refunds on Cancellation

Approved cancellation refunds will be processed to your original payment method. Refund timeframes are as follows:

Credit or debit card: 5–10 business days (depending on your card issuer)

PayPal or digital wallet: 3–5 business days

Other payment methods: 10 business days

Original shipping costs are non-refundable on cancellations made after dispatch, except where the cancellation is due to our error or a statutory consumer guarantee failure.

8. How to Contact Us

To request a cancellation or for any questions about this Policy, contact us as soon as possible:

ALIF GENERAL TRADING PTY LTD

ABN: 68 688 319 922

2765, NSW, Australia

Email: tm@turkishlighthouse.com

Phone: +61 491 171 900