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FAQs
You can request a return or replacement by logging into our customer portal using your email address and postcode and following the steps on your order.
You can return unwanted items within 30 days of delivery. You also have a 14-day cooling-off period to cancel your order for any reason.
Yes, items should be returned in their original packaging where possible. If not, you’ll need to repackage them securely, and we may request photos before approving the return.
You’ll receive a full refund if the item is returned in a resalable condition. Deductions may be made if the item is damaged or shows signs of use.
If your replacement item is in stock, we can often collect and deliver in one visit. If not, separate visits may incur an additional delivery fee.
Lighting can be returned within 14 days for any reason, as long as it is in resalable condition with all packaging and instructions intact.
Our Customer Care team will aim to contact you within 24 hours (Monday–Friday) to arrange the next steps.
Yes, you can request a replacement for a different colour, size, or product as long as the item is unused, unassembled, and in its original packaging.
Yes, collection fees apply and will be deducted from your refund. Fees vary depending on the item type and location.
Items that require assembly can be returned once constructed, provided they are undamaged and in a resalable condition.
Please report any faults or damage within 5 working days of delivery. Our Customer Care team will review your case and arrange collection if needed.
Yes, there is no collection fee for faulty or damaged items once confirmed by our team.
If assembling the item has reduced its value, a reasonable deduction may be applied to your refund.
Terms and conditions
Refunds
Once your refund has been processed, funds are released immediately from our account. Please allow up to 10 working days for the payment to appear in your account, depending on your bank’s processing times.
Replacements
If you would like to exchange your item for a different colour, size, or product, we can arrange this provided the item is unused, unassembled, and in its original packaging.
Where replacement items are in stock, we may be able to collect and deliver in the same visit. If not, items will be collected first and redelivered when available. Separate collection and delivery may incur an additional delivery charge.
Unwanted Items
You also have a statutory 14-day cancellation period from delivery, during which items can be returned for any reason. Items must be returned in original packaging and in a resalable condition.
After 14 days, returns are accepted at our discretion and must meet resale standards. We reserve the right to refuse returns or apply deductions where items show signs of use, damage, or diminished value.
Condition & Packaging Requirements
All returned items must be unused and adequately packaged to prevent damage in transit. Original packaging should be retained where possible.
If original packaging is unavailable, suitable alternative packaging must be used. We may request images prior to approving the return and reserve the right to apply additional charges if items are not properly packaged.
Items requiring assembly may be returned once assembled, provided they remain undamaged.
Faulty or Damaged Items
Any item received with a defect or manufacturing fault must be reported within 5 working days of delivery via the customer portal.
Once assessed, our Customer Care team will contact you (typically within 24-48 working hours) to arrange resolution, which may include collection, repair, or replacement. Collection fees do not apply to confirmed faulty items.
Customer Care operating hours are Monday–Friday, 9:00am–5:30pm. Requests submitted outside of these hours will be processed on the next working day.
Lighting Returns Policy
Lighting products may be returned within 14 days of delivery for any reason.
Items should be opened and inspected carefully. Products must remain in resalable condition, with all packaging, fittings, and instructions intact. Assembled items may be subject to a deduction if their value has been reduced.
Returns are free of charge for lighting items provided they meet the above conditions. Where items show signs of use, damage, or incomplete packaging, we reserve the right to apply a deduction to reflect any loss in value.
Faulty lighting items should be reported in line with the faulty items procedure outlined above.
Deductions & Refund Conditions
Refunds are subject to inspection upon return. We reserve the right to apply reasonable deductions where items are returned in a condition that reduces their resale value. We will not pay for dismantling an assembled item.
