We want you to be delighted with your purchase and would be grateful if you would check the contents of your delivery carefully within 24 hours of receipt. If you wish to report missing, damaged, or faulty goods, please follow the link below.
Due to current circumstances regarding Covid-19, we are extending our 'Change Your Mind Guarantee' to give our customers 3 months from date of purchase to inform us they wish to return their goods. Please be reminded that these items must remain in resaleable condition and cannot have been installed or attempted install.
Please have your order number to hand, you can find this on your order confirmation. See below for an example.
Your Order No. starts with the letter "O". Not with the number zero "0".
Please do not use your web order reference number, which starts with the number "1". The returns system will not recognise this reference number.
DPD accepts parcels up to 20kg, max 60 x 60 x 60cm;
Shell accepts parcels up to 5kg, max 45 x 35 x 16cm;
InPost accepts parcels up to 15kg, max 41 x 38 x 64cm;
Please use DHL Express collection service for larger parcels.
What happens once we receive your damaged or faulty item(s)?
Our Returns Department will be in touch via email once you have dropped off / had your item collected via our portal.
To enable us to process your return please respond giving full details for the return reason.
Once the item(s) has been received back by us it will be processed through our Returns Department (subject to compliance with our Terms and Conditions) including a full inspection and testing. Should your item be found to be faulty or not up to the required standard a credit will be issued within fourteen days including any applicable carriage charge.
If the item is found not to be faulty and is up to the required standard no refund will be issued. You will be contacted and the item can be returned to you at your cost provided you confirm to do so within 14 days of notification. Following this period, the item(s) will be disposed of in accordance to the WEEE directive.
Our 'Change Your Mind' guarantee...
We understand that sometimes a light doesn't quite look how you imagined it would in your home. Don't worry! If you wish to return anything under our Change Your Mind Guarantee, we have extended our policy to 3 months from your purchase date. Please let us know within 3 months of placing your order if you wish to return your order. To make sure we refund you correctly, please click on the link below and follow the simple process. Also, it's really important that we received your returns in saleable condition - with all the original manufacturer's packaging (unmarked please!), free bulbs (where applicable), accessories and instructions complete and intact - otherwise this could affect your refund. Individual component parts of products sold as a “kit” cannot be returned unfortunately. The cost of returning product under our Change Your Mind is at the cost of the customer. Non-stock items, one off items ordered as “specials” unfortunately cannot be returned either.
The cost of our Returns Drop off service is £4.99 Inc. VAT.
If you have a query about returning your order please contact our Returns Team on [email protected].
We're open Monday – Friday, 8.30am - 5.30pm and would love to help you out with any questions you might have. Alternatively, take a look at our Help & FAQs section for some commonly asked questions.
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