Returns and Refunds
Items must be returned in a fully resalable condition, which means being unused, uninstalled, and in the original packaging. Any items that are used or returned outside the 30-day window will not be refunded, unless the return has been approved by a member of our customer service team.
lights&lamps reserves the right to refuse a refund on items deemed not to be resalable.
Any unapproved returns will not be refunded. Please ensure that the seal on the lightbulb box remains intact, as any bulbs with a broken seal will not be eligible for a refund. Any items that arrive back to us in damaged or unsellable condition due to courier or transit damage, or insufficient packaging, will also not be refunded.
How to return an item
Step 1: Please contact our customer service team on sales@lightsandlamps.com prior to making any return.
Step 2: You will need to let us know your order number, the item you want to return and the reason for your return. Our customer service team will then provide you with a returns form to complete and send back with your return.
Step 3: Arrange for the item to be returned to us at the below address. We advise that a secure and reliable courier service is used to return your item.
PLEASE NOTE that lights&lamps; accepts no responsibly for items that arrive back to us damaged and unsellable. All claims for items that arrived back to us damaged will need to be raised directly with your chosen courier company. No refunds will be processed for items damaged by couriers.
RETURNS ADDRESS
lightsandlamps.com
Westacott Road,
Barnstaple,
EX32 8AW
PLEASE NOTE: Any faulty or damaged goods returns must be approved by a member of our customer service team prior to returning the item(s). If the item is in stock a replacement will be offered.
**Please note**
Do not return any items to lights&lamps; registered company address. lights&lamps; will not accept liability for any goods returned directly to this address and refunds may not be processed for items returned to an incorrect returns address.
Pallet returns
For any returns that require pallets, please do not use the online returns portal.
Customers must arrange their own courier collection for palletised returns.
Free returns apply to standard parcel returns only.
Free returns do not apply to palletised items.
Can I return an item in person?
No. Due to our warehouse fulfilment operations and procedures we are not able to accept any in person returns. No items will be accepted under any circumstances and all items must be returned via courier.
Missing items
In the unlikely event that your order does not arrive or an item is missing from your delivery, please get in touch with us within 7 calendar days of receiving your dispatch notification email on sales@lightsandlamps.com and our team will be able to assist you.
In order to provide help and support as quickly as possible please provide us with your full name and order number.
Faults and damage
We take great care to ensure your light or lamp arrives in perfect condition. However, in the unlikely event that your item is damaged or faulty, please review the information below.
How to Report an Issue
If there is an issue with your order, please email our Customer Service team at
returns@lightsandlamps.com as soon as possible.
To help us resolve your claim quickly, we ask that you provide clear photographs or a short video showing the damage or fault.
Please note:
- We ask customers to check all deliveries within 7 days of receipt and report any visible damage promptly.
- Reporting damage within 7 days helps us deal with claims efficiently, but this does not affect your legal rights.
- All faulty or damaged goods returns must be approved by a member of our Customer Service team before items are returned. Please do not send items back without authorisation.
Your Rights Within 30 Days
Under consumer law, you have 30 days from the date of delivery to report faulty or damaged goods.
Within this 30-day period:
- You are entitled to a full refund if the item is faulty or damaged.
- You are not required to accept a repair or replacement.
- Items do not need to be returned in their original packaging, provided they are securely packaged to prevent further damage.
- Once the item has been returned, inspected, and the fault confirmed, a refund will be issued.
If a repair or replacement cannot be provided, you must return the item to us within 30 days of receiving it, and we will not charge you for the return postage.
After 30 Days and Up to 6 Months
If a fault or damage is reported after 30 days but within 6 months of delivery, we may offer a repair or replacement as the first remedy, in line with consumer legislation.
* This policy does not affect your statutory rights.
Have a question about a return?
Please contact our customer support team who will be happy to help and advise you.
Our customer service hours are between 9-5pm Monday-Friday and we will endeavour to respond to your enquiry within 48 hours.
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