Returns

 

Returns will be accepted only within 30 days of the purchase date.

 

Prior to returning a product, you must request an RMA Number. To get an RMA Number, log into your account, view your previous orders, select the order containing the product you would like to return. At the bottom of the order detail page there will be an option to request an RMA. Choose this option and fill in the required information. Once approved you will receive an email with your RMA number and further instruction. Your RMA is manually approved. We will get it to you as soon as we can.

 

There is no restocking fee, providing you have an RMA number and the product is in the original purchased condition.

 

All returns received without an RMA number or packaged improperly are subject to a 20% restocking fee. So please take the time to request an RMA number and pack the item carefully. All returns must be sent freight pre-paid at the sender’s expense. We shall not be held responsible for any shipping charges incurred returning non-defective merchandise. All returned non-defective merchandise must be in original purchase condition including the original packaging, contents, and the original packing slip issued by PlanetLava.com. Your payment, less shipping and handling charges, will be refunded upon approval of returned merchandise.

 

We will not issue a refund for returned merchandise damaged during shipment, therefore it is a good idea to add insurance to the package you are returning. We do not issue call tags for returns.

 

If you receive a defective product, please notify us ASAP. We handle all defective product claims on a case by case basis.

 

Don't proceed with any action regarding the product until you hear from us.

 

We will give you detailed instructions based on the nature of the situation. If you are instructed to return a defective product to us, we will reimburse your shipping costs upon receipt of the product and confirmation that the product is truly defective. Any returned product that is not defective falls under the policies regarding returns.

Please Note:
Occasionally lamps will arrive with the liquid being a bit hazy due to excessive heat or vibration in transit. This problem can sometimes be alleviated by running the lamp for the recommended amount of time daily, as found on the lamp's instruction sheet, for about a week. Within this time you should see a marked improvement as the two materials separate.