FAQ | NL Shop > Points Help Error or Mistaken Redemptions

At Nanoleaf, your loyalty points are important to us. If you accidentally redeem points for a reward that’s unavailable or made a mistake during redemption, we’ve got your back! This guide walks you through how to request a refund of those loyalty points so you can keep lighting up your world—your way.

Loyalty point refunds are typically considered when you redeem points for rewards that are no longer available, or you’ve mistakenly completed a redemption. Our team is committed to helping you recover points in genuine cases so you never miss a chance to snag something you truly want.

1. Gather your account information (Nanoleaf account email, order history, and details of the mistaken or unavailable redemption).
2. Contact Nanoleaf Customer Support through the following Ticket Request form (Customer Support > Points For Retail Purchases or Correction)
3. Describe the situation clearly and include all relevant details (i.e., which reward you tried to redeem and why the request was made in error). Add supporting screenshots if possible as a link rather than attachment.
4. Wait for a response/ Our support team will review your request promptly and update you about the refund eligibility and outcome.

If your request meets our eligibility criteria, our team will reverse the redemption and restore those loyalty points to your balance. You’ll receive a confirmation once your points are back and ready for your next illuminating journey!

If you’re not sure about your eligibility or need help with your request, our friendly Customer Experience team is here to ensure your Nanoleaf experience is as bright as it should be so never hesitate to reach out!

🆘Contact us using this form 
Select 'Customer Support > Request: Points for Retail Purchases or Correction'

We want redeeming your Nanoleaf loyalty points to feel as fun and flexible as our lighting. If a mistake happens or a reward goes missing, follow these steps for a quick refund. We’re always here to help you create your perfect lightscape... no stress, just possibilities!

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