Terms & Conditions
Payment
We accept VISA, Mastercard, PayPal & Direct Deposit.
Orders are processed within 1-2 business days after your payment has been received excluding QLD Public Holidays. Please note on all orders where a deposit has been paid you are confirming that you will accept the goods and that the deposit paid is non-refundable.
Products, Availability & Assembly
Please check lead times. If an item is no longer available or will exceed our advised lead times, we will contact you at our earliest convenience to advise the updated ETA., The Lighting Agency does not take responsibility for shipping delays and does not offer compensation.
Typographical Errors
In the event a product is listed at an incorrect price or with incorrect information due to typographical error or error in pricing The Lighting Agency shall have the right to refuse or cancel any orders placed for product listed at the incorrect price.
The Lighting Agency shall have the right to refuse or cancel any such orders whether the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, The Lighting Agency shall immediately issue a credit to your credit card account in the amount of the charge.
Warranties
All warranties offered are the manufacturer’s warranties and not that of The Lighting Agency. Please enquire with our Customer Service team via email info@thelightingagency.com.au as warranties differ per product.
Returns & Refunds
Please look at our Returns & Refunds page here if you have received faulty/ damaged goods.
Change of Address
The Lighting Agency cannot be held responsible for an incorrect address being entered on your order. Address confirmation is given on the review & buy page in the checkout section of the site. If this is not noticed until after your order is finalised, please contact Customer Service immediately. We will attempt to update any incorrect order details, however due to the fast turnaround of our warehouse, some orders cannot be adjusted.
Please note: If you require a change of address, please urgently get in touch with our Customer Service Team to ensure they are able to redirect your items with respective suppliers.
We are unable to post to PO Box
Addresses
Some of our suppliers only deliver with an ATL (Authority To Leave). You will be emailed by our customer service team advising of this. Please note we are unable to process your order with our suppliers if you have not given the ATL in writing.
International Orders
The Lighting Agency fittings are wired for Australian Standards and meet Australian Standards. The Lighting Agency customer service team will need to clarify if rewiring of the product is possible with the manufacturer prior to purchase. Some fittings may need to be rewired to the receiving country’s electrical standards for installation and approval by your nominated electrician at the receiver’s cost. Our team will need to place a quote together for any international shipping as freight will need to be calculated on weight/size/quantity of products. International orders cannot be placed through the website.
Please email info@thelightingagency.com.au. Rewiring products may void warranty and liability will remain with the qualified electrician who signs off on the installation.
Faulty goods must be notified to our team within 48 hours upon receiving and are processed in accordance with the manufacturer's warranty which is normally be supplied with the product. If the warranty details are not supplied, please email info@thelightingagency.com.au and we will forward you the link to the relevant manufacturer warranty process.
No Returns on sale items will be accepted. No change of minds will be accepted on international orders. Special items ordered in, and customized fittings cannot be cancelled or refunded or exchanged.
Any Additional fees required on the arrival of products e.g., Custom Fees are the responsibility of the buyer. Custom fees can run up to approximately 20% of a total order. Any fees associated with customs are not the responsibility of The Lighting Agency. All Shipments if lost/misplaced whilst in transit are insured by the international courier. International payments can be received via PayPal or Bank transfer. No international transactions will be accepted via credit card. Full payment must be processed before The Lighting Agency processes orders or shipping.
Order Acceptance Policy
Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. The Lighting Agency reserves the right at any time after receipt of your order to accept or decline your order for any reason. All orders placed must obtain pre-approval with an acceptable method of payment, as established by our credit and fraud avoidance department. We may require additional verifications or information before accepting any order.
Terms of Use Agreement
The use of this store is governed by the policies, terms and conditions set forth below. Please read them carefully. Your use of this store indicates your acceptance of these terms and conditions. Your placement of an order indicates your acceptance of these terms and conditions. Your submittal of any purchase order to The Lighting Agency indicates acceptance of these terms and conditions. These terms
and conditions shall supersede any subsequent terms or conditions included with any purchase order, whether or not such terms or conditions are signed by The Lighting Agency.
The Lighting Agency reserves the right to make changes to this store and these terms and conditions at any time. By ordering on The Lighting Agency, you grant us the right to add your contact details to our database. From time to time we may contact you about offers and new products. You can easily be removed by either unsubscribing via a link or contacting our Customer Service at info@thelightingagency.com.au and we will remove you from marketing communications.
Liability
The Lighting Agency is not liable for any losses or damages caused by this store, or any store linked to or from. We reserve the right to refuse any order without giving reason. Upon cancellation of an order, we will make all reasonable attempts to contact you using the details provided. All received monies will be refunded using the method received.
Legal Capacity to Transact
If you are under 18 years of age, you cannot order via The Lighting Agency website without parental permission. Should we suffer any losses because of a transaction by a minor using The Lighting Agency website, we reserve the right to seek compensation for such losses from the parents or guardians of the under aged individual.
Privacy Policy
Collection of Personal Information - What do we do with it?
The information you provide for the purpose of completing your order is only used to fulfil your order. Personal information collected during our sales process includes your name, address, and email address. Sharing of this information will be limited to partners or third parties who are integral to the order fulfilment process (courier companies, suppliers of custom-made items).
The Lighting Agency employs various services to monitor our website performance and visitor browsing characteristics. When browsing our store, we automatically receive your computer's internet protocol (IP) address.
This information is aggregated and analysed to determine how the content provided (website, blog, newsletters, promotions) may better match visitors’ needs.
Anyone who participates in interactive activities (contests, membership programs, message boards, purchases, newsletter subscriptions, surveys etc.) may be asked to provide information. This information may be used to communicate promotional offers or related information about our company, our partners and relevant third parties. Furthermore, that information may be used to design the marketing messages received by the recipients.
Consent - How do you get my consent?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery, or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only. As stated above, for secondary reasons, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.
If you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at any time by contacting our Privacy Compliance Officer at info@thelightingagency.com.au.
If there has been an error or you have received the wrong products
We are very sorry, please email us a detailed explanation with photos
to info@thelightingagency.com.au within 48 hours of receiving your order. We will promptly reply with a solution. Upon receipt of your product, and before installation, please ensure the product fits the description and image on our site. The Lighting Agency will not be liable for charges incurred by the purchaser for rectification, de-installation, re-installation unless the charges have been previously approved in writing by The Lighting Agency.
In the event of any discrepancies, faults, or damages.
Please do not proceed to installing the product. We ask that you contact us within 48 hours of receiving your light fixture so that we may arrange the appropriate refund or replacements. Any costs associated with uninstalling products with design or colour flaws are not reimbursed by The Lighting Agency.
Disclosure
Information about individuals will not be disclosed without consent, except where required by law.
Security & Payments
To protect your personal information, we take reasonable precautions and follow industry practices to best ensure it is not inappropriately lost, misused, accessed, disclosed, altered, or destroyed.
Our website is hosted on Wix. They provide us with the online e-commerce platform that allows us to sell our products and services to you. Your data is stored through Wix's data storage, databases and the general Wix application.
This data is safely stored by Wix on a secure server behind a firewall.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.
If you choose a direct payment gateway to complete your purchase, then WIx stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only if it is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, and MasterCard.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
Third-Party Services
As stated above, The Lighting Agency limits the sharing of information to partners or third parties who are integral to the order fulfilment process (courier companies, suppliers of custom-made items)
Please note that sites linking to www.thelightingagency.com.au may have different privacy policies. The Lighting Agency will provide links to third party sites that may have different privacy policies in our communications (website, blog, newsletters, surveys).
Once you leave our store's website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website's Terms of Service
Certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions. For these providers, we recommend that you read their privacy policies so you can understand the way your personal information will be handled by these providers.
Changes to this Privacy Policy
The Lighting Agency reserves the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon appearing on the website. If we make material changes to this policy, we will notify you here that is has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
Cookies
Cookies can be used to improve your experience whilst shopping (by remembering what was in your cart between visits). A cookie is a small data file that is sent to and shared with your computer. You can control the use of cookies via the settings on your browser.
Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.
_session_id, unique token, sessional, Allows wix to store information about your session (referrer, landing page, etc).
_wix_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits
_wix_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.
cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart. _secure_session_id, unique token, sessional
storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.
Questions and Contact Information
If you have any questions regarding privacy, or if you would like to: access, correct, amend, or delete any personal information we have about you. Please contact our Privacy Compliance Officer at info@thelightingagency.com.au.
The Lighting Agency seeks to comply with Australian privacy laws. For more information about the National Privacy Principles, see the Federal Privacy Commissioner's website:http://www.privacy.gov.au.