Returns & Exchanges

If you wish to return an unwanted item to us under our 30-day return policy, simply let us know by using our contact form.  

• In the 'Comment' field, let us know the item or items you wish to return, the reason for the return, and whether you want a refund or a credit. 
• Please include your order number in your message.

On receipt of your message we will email you instructions on how to return the item to us.

We strongly recommend you use an insured delivery method such as Royal Mail Special Delivery. Alternatively, we can arrange to provide you with a returns label or for the item to be collected from you for a fee of £10.


The item must be complete, unused and in the same condition in which you received it:

• If you have opened the box to examine the product you must have done so without damaging or marking the product or packaging
• You haven't used the item (items are not sold on a trial basis)
• The item contains no personal data and hasn't been registered to a user
• Used items must not have any additional signs of use or damage.

Some items are excluded from our 30-day return policy, please refer to our terms and conditions.

Light Balance does not sell products on a trial basis. Any use of the product is relative to examining it and ensuring it suits your needs. The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop. 

This includes testing the product by submerging in water. Any items that shows signs of being submerged underwater will not be accepted under the 30-day return policy.

A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary. We may refuse the return of items without the original packaging or where it has been returned in poor condition.

From experience we have found that many problems can be overcome by simply referring to the 'troubleshooting' section of your products manual. If the goods still seem to be faulty please contact our customer service team to report the issue.

If the fault occurs within the first 30 days you will always have the choice of either a replacement or a refund. 

If the fault has occurred within the first six months after delivery, but after the first 30 days, you can request a repair or replacement of the faulty goods. However, we reserve the right to choose a solution when the choice of the customer is disproportionate or impossible to fulfill. In the majority of cases, it is likely that we will elect to send an item for repair in the first instance. If the repair is unsuccessful, you can then claim a replacement or a full refund.  Alternatively, we will seek to agree on a price reduction with you if you wish to keep the product.

After six months, where you can demonstrate that the fault was present at the point of original sale, you can still request a repair or replacement and we will deal with this request in the same way as set out above.

In all cases, we reserve the right to inspect the product and verify the fault.  If no fault is found, the product will be returned to you.

For full details on our returns policy please see our Terms and Conditions.

We try to get all repairs done as soon as possible and as a guide, we say that repair can take up to 6 weeks. Obviously, it depends on the fault as to how long it may take as sometimes parts are needed from other parts of the world. We try to keep all our customers updated with repairs but if you have a question regarding your repair please contact our customer service team.

We are sorry to hear that you have experienced problems with your housing.

All of the Waterproof Camera, Phone and Light Housings that we sell are pressure tested upon manufacture as part of the quality control process. Occassionally users report failure of the housing integrity resulting in water ingress into the housing. The most common cause for this is user error. This is often due to not following the manufacturers instructions for installing the camera or phone in the correct manner. Failing to check the seal of the housing for foreign material or obsturction and maintain a clear complete seal is another common cause. To avoid any issues make sure that you follow the manufacturers instructions completely and maintain your equipment.

When you first recieve your product, or after periods of non continuous use it is necessary to test your housing at pressure to ensure that the seals have not been damaged and are still intact. Please make sure to refer to the manufacturers guidelines as to the correct way to test your product.

• Divevolk Phone Housings should be tested with the testing block installed inside the housing instead of a phone
• Most Camera Housings should be tested with some tissue paper installed instead of the camera.
• Lights should be tested with some tissue paper installed in the battery compartment instead of the batteries.

If you believe your housing to be faulty, please contact our customer service team. They will arrange for the return of the item, which will then be sent for testing. We are unable to replace or refund any housing until it has been fully tested and the fault has been confirmed.

Submerging cameras, phones and other equipment always comes with a degree of risk. In the unlikely situation where a flood is caused by a manufacturers fault neither Lightbalance Limited, nor the Manufacturers are liable for damage to any items beyond the faulty product supplied by Lightbalance Limited. - Damage to Cameras and Phones will not be covered.

We are sorry to hear that you have experienced problems with your housing and that your Phone or Camera has been damaged.

All of the Waterproof Camera, Phone and Light Housings that we sell are pressure tested upon manufacture as part of the quality control process. Occassionally users report failure of the housing integrity resulting in water ingress into the housing. The most common cause for this is user error. This is often due to not following the manufacturers instructions for installing the camera or phone in the correct manner. Failing to check the seal of the housing for foreign material or obsturction and maintain a clear complete seal is another common cause. To avoid any issues make sure that you follow the manufacturers instructions completely and maintain your equipment.

When you first recieve your product, or after periods of non continuous use it is necessary to test your housing at pressure to ensure that the seals have not been damaged and are still intact. Please make sure to refer to the manufacturers guidelines as to the correct way to test your product.

• Divevolk Phone Housings should be tested with the testing block installed inside the housing instead of a phone
• Most Camera Housings should be tested with some tissue paper installed instead of the camera.
• Lights should be tested with some tissue paper installed in the battery compartment instead of the batteries.

If you believe your housing to be faulty, please contact our customer service team. They will arrange for the return of the item, which will then be sent for testing. We are unable to replace or refund any housing until it has been fully tested and the fault has been confirmed.

Submerging cameras, phones and other equipment always comes with a degree of risk. In the unlikely situation where a flood is caused by a manufacturers fault neither Lightbalance Limited, nor the Manufacturers are liable for damage to any items beyond the faulty product supplied by Lightbalance Limited. - Damage to Cameras and Phones will not be covered.