FAQs - Returns

RETURNS

Extended Returns Period

We have extended the returns period for the festive season for website orders received between 1st December 2023 and 2nd January 2024.

For orders made between these dates, customers have until 16th January 2024 to notify us that they wish to return their items. All items must reach us by 30th January 2024.

Please follow the returns procedure below.

What is your returns procedure?

Retail Customer

If you would like to cancel or return an item to us, please email Customer Service with your order number and details of the item you wish to return, to enable a swift resolution. A member of the team will contact you to advise how to arrange your return.

Please note:

1. Goods can be returned up until 14 days from the date you received them.
2. Goods must be packed in their original packaging, unused and in fully resalable condition
3. The cost of returning the items will be the responsibility of the customer who should insure the goods during transit.
4. Lights that have been installed or fitted cannot be returned to us.
5. In the instance an exchange of goods is required. We reserve the right to charge for any additional deliveries.
6. Upon receipt of returned items, we aim to process the return within 10 working days at which time we will issue a refund to you.
7. All refunds are issued to the original payment method.
8. The Customer Service team will inform you once this process is completed.

Orders placed against quotations

Such orders are subject to terms and conditions which are stipulated in the quotation. Retail Customer terms above do not apply.

Contract/Trade Customer

Such orders are subject to terms and conditions which are stipulated in the quotation. Retail Customer terms above do not apply.

DAMAGES

My item has arrived damaged. What should I do?

Any items that arrived to you damaged must be reported to us within 3 days of delivery.

Unfortunately, we cannot accept any transit damage claims reported to us after 3 days from receipt of delivery.

To enable a swift resolution to be provided please email our Customer Service Team and provide the following:

• The full name the order was placed against (and company name if relevant).
• Your order number, which can be found on the delivery note.
• Clear images of the item demonstrating any damages/faults/concerns.
• Clear Images of the packaging (we need to see how the item/s were packaged inside upon arrival as well as showing any damage that the packaging has suffered).
• Clear images of any courier labels (both brand labels as well as courier labels).
• We also ask you to confirm if the package was signed for as damaged when received. Please be assured that this does not affect how we handle such issues.
• Please retain the item in the meantime, as we investigate the issue. We may also need to be supplied with additional details.

Please note that in the event a damaged item needs to be collected from you, our carriers only collect Monday-Friday.

We are grateful for all information provided as this assists us to resolve the matter in a timely manner.

FAULTS

An item which I bought from you now has a fault. What should I do?

All lights are guaranteed against defective manufacturing for 12 months.

To enable a swift resolution, please contact Customer Service with the following:

• The full name the order was placed against (and company name if relevant).
• Your order number, which can be found on the delivery note.
• Please confirm the nature of the fault and when it first occurred.
• If reporting an aesthetic issue, please provide clear images of the item demonstrating any faults/concerns.
• Please retain the item in the meantime, as we investigate the issue. We may also need to be supplied with additional details.

A member of our Customer Service team will contact you to discuss this further.