Pre-Order/Custom made Item Policy

Pre-order items are custom-made or made-to-order lighting products. These items are manufactured specifically for your order and are not held in local stock.

Due to the bespoke nature of these products, pre-order items are subject to specific terms outlined below.

• Estimated delivery timeframe: 50–55 business days
   
• This timeframe includes manufacturing, quality checks, and international shipping
   
• Delivery timelines are estimates only and may vary due to production schedules, freight delays, customs clearance, or other factors beyond our control
   

We will notify you if there are any significant updates to your order.

• Full payment is required at the time of placing a pre-order
   
• Orders will not be processed or sent to production without full payment
   
• Once production has commenced, the order cannot be cancelled or modified
   

As pre-order items are custom-made, we do not accept cancellations, refunds, or exchanges for change of mind once the order has been confirmed.

Please ensure all product details, specifications, sizes, finishes, and measurements are reviewed carefully before placing your order.

We take quality seriously and carefully inspect products prior to dispatch.

If your item arrives with a manufacturing fault or transit damage:

• You must notify us within 48 hours of delivery
   
• Clear photos or video evidence will be required for assessment
   

Resolution options may include:

• Replacement parts supplied at no additional cost
   
• Repair guidance or support where applicable
   

Due to the size and nature of custom lighting, full replacements or refunds are not offered, unless required under Australian Consumer Law.

All pre-order and custom-made lighting products from Infinity Living come with a 2-year warranty from the date of delivery.

The warranty covers:

• Manufacturing defects
   
• Electrical component faults under normal residential use
   

The warranty does not cover:

• Damage caused by incorrect installation
   
• General wear and tear
   
• Damage caused by misuse, modification, or external factors
   
• Normal ageing of finishes or materials
   

Where a warranty issue is confirmed, replacement parts will be supplied and support provided where applicable. Labour, installation, and electrician costs are not covered under warranty.

Nothing in this policy excludes or limits your rights under the Australian Consumer Law.

If a product has a major fault, you are entitled to a remedy as required by law. Where the issue is minor, we may offer repair or replacement parts as an appropriate solution.

By placing a pre-order with Infinity Living, you acknowledge that:

• The item is custom-made to order
   
• Delivery timeframes are estimates
   
• Full payment is required upfront
   
• Change-of-mind refunds or exchanges do not apply

Pre-order items are custom or premium lighting designs made specifically for each customer. This allows us to offer a wider range of bespoke and large-scale lighting solutions.

Estimated delivery is 50–55 business days from the date of order confirmation. This includes production and shipping time.

Yes. Full payment is required before production begins.

No. Once a pre-order has been placed and confirmed, it cannot be cancelled as production begins specifically for your order.

No. Change-of-mind refunds or exchanges are not accepted for pre-order or custom-made items.

Please contact us within 48 hours of delivery with photos or video evidence.
Where applicable, replacement parts will be provided in line with Australian Consumer Law.

Yes. We will contact you if there are any significant updates or delays to your order.

Generally, pre-order items are excluded from promotions, as they are custom-made and priced accordingly.

If you have any questions before placing a pre-order, please contact us via our Contact Us page. We strongly encourage customers to confirm all details prior to ordering.