Order cancellation policy (assuming you have not yet received the goods, if you have your goods and wish to return, see our returns policy further down the page)
To exercise your right to cancel you must inform us in a clear statement, either via post, email ([email protected]) or we would recommend using the below order cancellation form and will will confirm receipt via email. This does not apply to special orders or bespoke items that have been made or cannot be cancelled whilst in production. We will endeavor to accept all special or bespoke cancellation requests, but we cannot guarantee this.
If you cancel your order, we will reimburse all payments received from you, including the costs of delivery (except for the supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us).
We will make the reimbursement without undue delay, and not later than 14 days after we receive your cancellation request. We will make reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event you will not incur any fees as a result of reimbursement.
Need to return a item? Here's what you need to know.
If you have received your order but for any reason are not satisfied or if it is unsuitable, you can return it to us for a full refund within 14 days of receiving your full order. If the 14 day window has passed you still may be able to return it to us in exchange for store credit within 30 days of receiving your full order.
A return for full refund or exchange may only be accepted if the goods are still in the original manufacturers packaging, which must not have been defaced, be intact and be complete with bulbs (if supplied), instructions and all other parts. All goods must have been handled with reasonable care and must not have been installed or modified in any way. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you and more than what is needed to establish it's nature such as installing or using the goods. It is your responsibility to ensure the goods are returned to us at your own cost.
If a fault has occurred we may repair or replace the goods if covered by the manufacturers warranty (generally 12 months) - as stated within the product information.
To return your goods you must inform us in a clear statement, either via post, email ([email protected]) or we would recommend using the below order returns form and will will confirm receipt via email.
Recommended ways to return;
1) Use a courier of your choice - we would recommend a tracked and signed delivery method.
3) Return it in person to our showroom in Washington.
Order returns address:
9 Donkin Road
Armstrong Industrial Estate
Tyne and Wear
Opening hours are Monday to Saturday 9am-5pm and Sunday 11am-4pm.