Returns & Refunds

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1. Digital subscriptions

In line with EU consumer law, you have a 14-day cooling-off period from the start of a new subscription during which you may cancel for a full refund, provided the service has not been substantially used. To exercise this right, contact us within 14 days of your first payment. Refunds are issued to the original payment method.

2. Hardware returns

Hardware appliances may be returned within 30 days of delivery. Returned items must be in their original condition and packaging, complete with all accessories. Return shipping is paid by the customer unless the item is faulty or was shipped in error, in which case we cover return shipping. Approved refunds are processed within 14 days of our receiving and inspecting the returned hardware.

3. How to initiate a return

To start a return or request a refund, email returns@lightup.cloud with your order number and reason for return. We will respond with return instructions and, where applicable, a prepaid shipping label.

4. Exceptions

The following are non-refundable: custom-configured or made-to-order hardware; consumed managed-storage usage already billed for the current period; and software licenses after the 14-day cooling-off period once the license key has been activated.