What to Do If You Received the Wrong Item | RelightDepot

What to Do If You Received the Wrong Item

We work hard to get every order right the first time. If you opened your package and something does not match what you ordered, or you are missing an item, we can help get it fixed quickly.

Received the Wrong Item?

  1. Gather your information. Have your order number handy and take clear photos of the item you received, including the product label and the model number / SKU printed on the packaging or product.

  2. Contact us with the following:

    • Your order number
    • Photos of the item you received (showing the label and SKU)
    • A brief description of what you ordered vs. what arrived

  3. Do not install, alter, or discard the item. Keep it unopened (or repacked) and in its original packaging. This makes the exchange much faster and protects your ability to return the item to the manufacturer.

  4. What happens next. We will review the report and coordinate with the manufacturer to arrange a replacement or exchange. Most wrong-item issues are resolved within 3 to 7 business days, depending on product availability.

Missing Items from Your Order?

If your order included multiple items and something appears to be missing, check a couple of things first:

  • Check your tracking details. Orders with multiple items sometimes ship separately, in some cases from different manufacturer facilities. Your account may show multiple tracking numbers, so give the slowest shipment a few more days to arrive before reporting it as missing.
  • Check the packing slip and outside of the carton. Smaller accessories are occasionally packed inside larger product packaging.

If you have confirmed that an item is genuinely missing (not just still in transit), contact us with:

  • Your order number
  • The name and SKU of the missing item
  • Any tracking numbers you have
  • A photo of the packing slip, if available

We will investigate with the manufacturer and arrange a replacement shipment. Missing-item issues typically take 3 to 7 business days to resolve.

How to Reach Us

We are committed to making it right. Thanks for your patience while we sort it out.

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