Cancellation & Returns Policy
We want you to be delighted with your purchase and all reasonable steps will be taken to ensure this. We understand that there may be occasions when you need to return goods to us. The document below should help answer your questions.
Cancellation Before Despatch
Please contact our customer service team as soon as possible if you wish to cancel your order prior to it being despatched.
Cancelled orders prior to despatch will be refunded within 7 days.
Cancellation of special order products
Cancellation of special order products will incur a 10% handling fee, that will be invoiced or deducted from any refund processed.
Cancellation After Delivery
Please contact our customer service team with the invoice number/order number or name that the original order was placed in within 28 days of invoice date by either email or telephone to tell us that you wish to return your item/s.
We will issue you with a returns number. The returns number must be clearly marked on the outer packing box. (Goods returned without a valid returns number may be refused by our warehouse)
All goods are the purchaser’s responsibility to return to us; we cannot be held responsible for items lost or damaged in transit; we expect the customer to exercise reasonable care when returning goods. Items damaged in transit will be returned to you and no refund will be issued.
We recommend that you use either a reputable courier or traceable Royal Mail service. If you do not have the facility to return the goods yourself we can arrange for our courier to collect from you. This service will cost £18.00 +vat; this will be deducted from your final refunded amount.
We request that you send goods back in the original inner and outer packaging (where possible). It is important that the product retail box is not damaged or defaced in any way preventing us from reselling the product as this will incur a 25% repacking fee.
We will not accept any goods back that have been installed or modified in any way unless the return has been previously agreed with our customer service department.
Once goods have been received by our warehouse and checked we will issue a refund minus the original delivery charge within 28 days.
You have the right to cancel the contract at any time up to 28 days after the goods have been invoiced.
Bespoke goods cannot be returned for credit or refund.
- Returns of LED strip will only be accepted where the protective backing covering the adhesive strip has not been removed.
- Custom lengths of LED strip lighting – It is essential that you make sure that you take all precautions to ensure that the information you supply to us for custom lengths of LED strip are correct. Our custom length form is designed to avoid any mistakes.
Returns From Outside The UK
Items shipped to addresses outside the UK are strictly non returnable.
Damaged Goods Shipped Inside The UK
Damage claims must be reported within 7 days of receipt of goods.
Our warehouse team are meticulous with the way that they treat and pack your order. We have a very low percentage of damage in transit due to our packing procedures even with the most delicate of lights. However occasionally there can be minor problems
Please contact our customer service team quoting your invoice number/order number or name that the order was placed in. Our team will either arrange for spare parts to be sent or arrange for the light to be replaced.
For smaller shipments sent by Royal Mail we will email you a FREEPOST label to attach to the outer packing box. The item may then be sent from any post office (you will not incur any postal charges for this) and we will then send the replacement to you via Royal Mail. For larger shipments sent by courier we have a ‘swapit’ facility where the courier can deliver the replacement and collect the damaged item at the same time.
Please ensure that the returns number is clearly marked on the outside of the outer box and the damaged item is securely packed inside. The courier will provide all of the address labels for the box/es being returned to us. Our customer service team will stay in contact with you to keep you informed and arrange a time suitable for you (Mon-Fri) for the delivery/collection to take place.
If the goods arrive visibly damaged please sign the courier’s paperwork marking it ‘damaged’
Damaged Items Received That Are Shipped Outside The UK
Items being sent outside the UK are given particular attention when packaged to ensure that your goods arrive undamaged but very occasionally breakages occur. In this case we will send either replacement parts or lamps to resolve the issue. Please contact us within 7 days of your goods being received and we will do everything to ensure that the breakage or replacement parts are rectified.
Goods That Are Faulty Within The Manufacturer’s Guarantee Period
Please contact our customer service team quoting either your invoice number/order number or name the order was originally placed in.
We will then arrange for either a replacement part to be sent, or arrange for a complete new unit to be sent to you. In most cases the manufacturers do require the faulty unit back so that they can put it through their quality testing process but we will arrange with you convenient times (Mon-Fri) to deliver the new fitting and collect the faulty unit by either our courier or Royal Mail FREEPOST