Refund policy

1. Returns & Damages

All returns are up to the discretion of LightHouse for the Blind and Visually Impaired (Adaptations) based on the guidelines outlined below.

· Returns of Standard Product in Good Condition:

· Unless otherwise specified, product returns must be made within 30 days of the partner’s (Buyer) purchase order date.

· Any return must receive written confirmation from Adaptations. Written confirmation comes in the form of an email confirmation that product may be returned barring the below guidelines.

· Any product designated for return must have originated directly from Adaptations, and Adaptations is not responsible any for product not produced by and sold by Adaptations.

Products for return must be from the original Buyer and not from a subsidiary, client, or customer of the Buyer. Adaptations will not accept any returns from anyone but the original Buyer.

· If return must be processed, and only upon written approval from the Adaptations, all products for return must be in resalable condition when received by the Adaptations, unless defective merchandise. For a product to be in resalable condition, it must meet the following criteria, otherwise the product shall not be considered eligible for return.

..1. A product is not in resalable condition if it is not in its original undamaged packaging. This includes no major or minor defects to structural integrity of the outer box or internal contents. Any obstructions or markings on the external label may also deem package to not be in resalable condition.

..2. A product is not in resalable condition if it is not in the official sold unit of measure/full packaged goods as shipped by Adaptations. No single units are deemed as returnable.

..3. A product is not in resalable condition if it did not originate from the Adaptations. If product is returned that did not originate from the Adaptations, Buyer is fully responsible for the cost in full of destruction and disposal costs, including time and labor, of non-origin materials.

· Buyers must request return authorization for each line item for return. Required information includes original purchase order number, return quantity per item, unit price, and reason for return.

..1. Reasons for return cannot include the following; return for loss of business as Adaptations is not responsible for loss of business, return for non-need of product as Adaptations is not responsible for purchase of unneeded items,

return for dissatisfaction on product performance, returns for exchanges of other products.

 

· Once return authorization is received Buyer has 10 business days to ship returned product with confirmation of shipping sent via email to Adaptations.

· All returnable product is subject to a 30% restocking fee and Buyer is responsible for shipping back to Adaptations.

..1. Product cannot be returned and exchanged for a new product. If new product is desired, a new PO for said product is required.

· Upon receiving returned product, if product is deemed to be in resalable condition a refund can then be issued for cost of materials minus the 30% restocking fee. Refunds will be given as credit back based on invoice amount for returned product minus the 30% restocking fee.

· Defective Merchandise

· Adaptations shall be promptly notified (within five (5) business days of receipt) by Buyer of suspected defective/damaged merchandise/products Notification shall provide product #, description of the defect, and quantity.

· Adaptations shall promptly respond to Buyer and advise to: a) dispose of product, b) return all product, or c) return samples of the product. For product to be returned, Adaptations shall provide shipping instructions.

· For Defective Merchandise/Product returns, Adaptations shall be responsible for applicable shipping charges.

· Goods Damaged in Transit

· Adaptations is not responsible for shipping, or any goods damaged in transit. Responsibility for products damaged during transit is the sole responsibility of the Buyer. If products are damaged during the return process while in transit, Adaptations has the right to refuse product at the Buyers expense and is not required to make subsequent claims with shippers.

· Custom Materials

· Custom Products, including but not limited to, MAD Lab products produced by LightHouse for the Buyer cannot be returned unless product falls under the defective merchandise clause.

2. Policy Updates

This policy is reviewed and updated periodically to reflect changes in our operations, partner feedback, and best practices. Partners will be notified in writing of any significant updates.

 

3. Contact

For questions, process assistance, or requests, please contact our team at adaptations@lighthouse-sf.org