Refund policy

Last updated: July 14, 2026

Changed your mind? Most eligible unopened products can be returned within 14 days after delivery. If your order arrived damaged, incorrect, or incomplete, or a product is defective, contact us so we can make it right. Those problems are handled separately from a change-of-mind return.

Returns at a glance

• Changed your mind? Request a return within 14 calendar days after delivery. The product must meet the conditions below.
• Contact us first. Email info@lightshowfactory.ca before sending anything back.
• Return costs: for a change-of-mind return, you pay the return shipping and the original delivery charge is not refundable.
• No restocking fee: we do not charge one.
• Problem with the order? A wrong, missing, damaged, defective, or misdescribed product is not treated as a change-of-mind return.

A “final sale” designation applies only when you change your mind. It does not remove your rights when there is a problem with the product or order.

1. Change-of-mind returns

To qualify, the product must be:

• new, unused, unopened, uninstalled, and unmodified;
• complete and in its original condition and packaging;
• returned with all accessories, components, manuals, and labels; and
• accompanied by the order number or another reliable proof of purchase.

Email us within 14 calendar days after delivery and wait for return instructions before shipping the product. These condition and packaging requirements apply only when you have changed your mind. They do not automatically apply to a damaged, incorrect, missing, defective, or misdescribed product.

2. Products that cannot be returned because of a change of mind

We do not accept change-of-mind returns for:

• custom, personalized, customer-specific, cut-to-order, or special-build products identified as final sale before purchase, including custom coroplast props;
• wire, cable, material, or another product cut to a requested length or specification;
• digital products and downloadable files;
• electronics that have been installed, soldered, cut, spliced, programmed, modified, or altered; or
• clearance or liquidation products identified as final sale before purchase.

These exclusions do not apply when we sent the wrong product, omitted an item, or the product is damaged, defective, misdescribed, or otherwise covered by a warranty or right provided by law.

3. If something is wrong with your order

For visible shipping damage, a missing item, or an incorrect item, please contact us promptly and preferably within 7 days after delivery. This helps us preserve evidence and, where appropriate, make a carrier claim. The 7-day period is not a deadline that automatically removes a warranty or another right provided by law.

For a manufacturing defect or another problem discovered later, contact us when you become aware of it. The 14-day change-of-mind period does not apply to a valid warranty claim.

• Pixels: for an approved claim involving a defective pixel product covered by an advertised Light Show Factory warranty, our normal remedy is direct replacement rather than repair.
• Controllers: when an advertised manufacturer warranty applies, we will help you access the manufacturer's claim process. A manufacturer warranty does not remove any responsibility we have as the seller under applicable law.

Depending on the problem and applicable law, we may complete the order, troubleshoot the product, repair or replace it, adjust the price, or provide a refund. We will not substitute store credit for a monetary remedy unless you agree or the law permits it.

If a return is required because of our error or an approved covered problem, we will provide a return label or reimburse the authorized return shipping cost, as appropriate.

4. Cancelling an order before it ships

Contact us as soon as possible if you want to cancel an in-stock order. We will try to stop it, but this may no longer be possible after packing or fulfillment has begun or a shipping label has been created. If it ships, you may request a return after delivery if it qualifies under this policy.

A presale, custom, or made-to-order product may be cancelled before order-specific production or preparation begins. Once materials have been cut or committed to the order, or customization, assembly, or another non-recoverable order-specific step has begun, we may decline a voluntary cancellation.

5. How to request a return or report a problem

Email info@lightshowfactory.ca with:

• your order number;
• the product and quantity involved;
• a short explanation of the request; and
• for damage, defects, missing products, or incorrect products, photographs or video of the product, packaging, and shipping label when available and relevant.

Wait for our instructions before returning or disposing of a product. An unauthorized change-of-mind return may be refused. Original packaging is required for a change-of-mind return but is not automatically required for a warranty or other covered claim.

Unless our instructions provide a different address, approved returns are sent to 144 av Stillview, Pointe-Claire, Québec H9R 2X8, Canada. Please do not send a product before receiving authorization.

6. Refunds and exchanges

For an approved change-of-mind return, we will refund the product price and applicable taxes to the original payment method. You remain responsible for the return shipping, and the original delivery charge is not refundable.

We will inspect the returned product and normally issue an approved refund within 5–10 business days after receiving it. Your bank or payment provider may require additional time to post the credit.

We do not process direct change-of-mind exchanges. Return the eligible product and place a separate order for the replacement. This does not affect a replacement provided for a wrong, missing, damaged, or defective product.

7. Rights provided by law

This store policy adds to, and does not replace, consumer rights that cannot be excluded by law. In Québec, an online buyer may have a right to cancel in certain situations, including when required information or the required contract copy was not properly provided, or when an order was not delivered within the time allowed by law.

When a cancellation or another remedy is required by law, we will follow the applicable refund deadline, pay the return costs required by law, and refund all amounts the law requires. For a Québec distance-contract cancellation governed by these rules, the required refund is made within 15 days after the contract is cancelled.

Products also remain covered by all applicable legal warranties. If this policy conflicts with a right that cannot legally be excluded, that right prevails.

8. Contact us

Andrew Witowsky, sole proprietor
Operating under the declared business name L'usine de spectacles lumineux
English-language version: Light Show Factory
Québec enterprise number (NEQ): 2281533267
144 av Stillview
Pointe-Claire, Québec H9R 2X8
Canada
Email: info@lightshowfactory.ca
Phone: +1 514-700-7284