Refund policy

Last updated: January 2026

We want you to be satisfied with your purchase. If something isn’t right, we’re here to help.

Eligibility for Returns

We accept returns on new, unused, and unopened items within 14 days of delivery.

To be eligible for a return:

  • The item must be unused and in its original condition
  • All original packaging, accessories, and components must be included
  • Proof of purchase is required

Custom-made or cut-to-order items (including coro props) are final sale and cannot be returned or refunded unless they arrive defective or damaged.

Non-Returnable Items

For safety, quality, and customization reasons, the following items are final sale:

  • Custom coro props or special-order builds
  • Cut-to-order materials
  • Digital products (files, patterns, or downloads)
  • Electronics that have been installed, soldered, or modified
  • Clearance or liquidation items

Presale & Made-to-Order Items

Some products are offered through presale or are manufactured or prepared after purchase. These items are clearly identified on their product pages.

  • Presale or made-to-order items may be cancelled and refunded before production or preparation has begun.
  • Once production, customization, or preparation has started, cancellations and refunds may no longer be possible, except in cases of defects or errors.
  • After shipment, presale items are subject to the same return eligibility rules outlined in this policy, where applicable.

If you are unsure whether an item is eligible for cancellation or return, please contact us before placing your order.

Return Process

To initiate a return:

  1. Contact us at info@lightshowfactory.ca with your order number and reason for return
  2. If approved, you will receive a Return Authorization and return instructions
  3. Ship the item back using the provided label or a carrier of your choice

Items returned without prior authorization may be refused.

Return Shipping Costs

  • Customers are responsible for return shipping costs unless the item was damaged, defective, or incorrect due to our error
  • Original shipping fees are non-refundable, except where required by law or when the return is due to our error

Restocking Fees

We do not charge restocking fees on eligible returns.

Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 7 days of delivery and include:

  • Photos of the item
  • Photos of the packaging
  • A brief description of the issue

We will assess the situation and offer a replacement, store credit, or refund, as appropriate.

Incorrect or Missing Items

If we made a mistake with your order, we will correct it at no cost to you.
Please notify us within 7 days of delivery.

Refunds

Once your return is received and inspected:

  • Approved refunds will be issued to the original payment method
  • Refunds typically appear within 5–10 business days, depending on your payment provider
  • Shipping fees are non-refundable except when the return is due to our error

Exchanges

We do not offer direct exchanges.
If you need a different item, please return the eligible product and place a new order.

Order Cancellations

Orders may be cancelled before shipping or before production/preparation has begun.

Once production, customization, or packing has started, cancellations may no longer be possible.

Questions?

We’re happy to help.
📧 info@lightshowfactory.ca