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 a damaged or unsellable condition due to courier damage, transit damage, or insufficient packaging will also not be refunded. Claims for courier damage must be made directly with your chosen courier company.

Returns

To return an item, please visit our returns portal.

  • We now offer free returns on eligible orders, making it easier to shop with confidence. If something isn’t quite right, simply start a return through our returns portal and send it back at no cost. Free returns apply to standard parcel returns via DPD drop off only and not pallet returns or courier collections.

    Free standard returns apply to DPD Drop Off UK Services only and for parcels within the maximum weight and size limits listed below. Parcels exceeding these limits may need to be taken to a DPD Depot or arranged for courier pickup. Please note: if you choose courier pickup, free return labels are not available for this delivery method. You will therefore need to organise and pay for your collection return label.

    • Typical DPD parcelshop max: ~120 × 120 × 60 cm, ~20 kg
    1. Log into our return portal with your order number and email address.
    2. Select the items you wish to return and the reason code.
    3. Once you confirm your return, you will be given the option to print and download your free return label via the portal.

    PLEASE NOTE: If you are returning more than one item, each item must be processed as an individual return. This will generate a separate return label for each item. Please ensure that you do not place multiple boxes under the same return label. Returns sent using one label for multiple parcels may be rejected by the courier, and we cannot guarantee that these returns will be successfully processed.

    4. Pack your items in the original packaging. Be sure to securely attach the printed carrier label to the outside of your package.

    5. Head to your nearest DPD drop off point to return your parcel. We suggest using in a timely manner, but please use within 30 days. Please be sure to retain your shipping receipt, as Customer Service may require it.

    6. Your package will be forwarded to our main returns warehouse, where it will be processed within 3-14 business days.

    PLEASE NOTE: For faulty or damaged items, please see our '30 day right light guarantee' below before returning.

    RETURNS ADDRESS:

    lightsandlamps.com 

    Carrier 3PL

    Westacott Road,

    Barnstaple,

    EX32 8AW

    **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. 

  • Please ensure that you do not place multiple boxes under the same return label. Returns sent using one label for multiple parcels may be rejected by the courier, and we cannot guarantee that these returns will be successfully processed.

    If you are returning more than one item, each item must be processed as an individual return. This will generate a separate return label for each item. Please make sure you are placing the correct label with the correct return item.

  • If your parcel is too large for a DPD Drop-Off point, please take it directly to your nearest DPD Depot or ParcelShop that accepts larger packages. You can also arrange a home collection via the DPD website if that’s more convenient. Please note: if you choose courier pickup, free return labels are not available for this delivery method.

    Please note:

    • Typical DPD parcelshop max: ~60× 60 × 60 cm, ~20 kg
    • Anything over may need depot delivery.

  • Returns that require pallets and/or weigh over 20kg must not be processed through the online returns portal, as they will be blocked. These items do not meet the criteria for a standard return.

    Customers are responsible for arranging their own courier collection for palletised returns.

    Please note that free returns apply to standard parcel returns only and do not cover palletised 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.

  • 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.

  • We’re currently experiencing issues with Northern Ireland returns through our returns portal. Please contact our Customer Care team and they will arrange your return for you.

Living room interior with a lamp and decor elements, featuring the L&L logo and text.

30 day right light guarantee

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.

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.

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Popular FAQS in this category

  • Once the returned parcel arrives with us, it will be processed through our inspection stage. Following this, the refund will be issued within 14 days.

  • Unfortunately, we do not offer free collection returns. If you’d prefer to have your parcel picked up from home, you can arrange a home collection via the DPD website or use another courier of your choice. Please note: free return labels are not available for parcels returned via courier pickup.

  • We are currently unable to send individual notifications when returns arrive at our warehouse. As the return process is arranged by the customer, we recommend continuing to monitor the tracking on your end. We are unable to liaise with couriers on your behalf.

  • If your parcel is too large for a DPD Drop-Off point, please take it directly to your nearest DPD Depot or ParcelShop that accepts larger packages. You can also arrange a home collection via the DPD website if that’s more convenient. Please note: if you choose courier pickup, free return labels are not available for this delivery method.

    Please note:

    • Typical DPD parcelshop max: ~60 × 60 × 60 cm, ~20 kg
    • Anything over may need depot delivery.

  • We do not offer exchanges at this time. The item needs to be sent back to us for a refund.

  • Please note that all items must be returned in the original packaging.

  • We are unfortunately unable to accept return of any orders that have gone outside of the 30-day return window.

  • 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.

ceiling pendant with floor lamp

Have a question about returns?

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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