Lighting and Lighting Products
We want our returns process to be as straightforward as possible. We will accept and refund any items within 45 days of delivery, provided that:
- The items have not been fitted, wired, or used.
- The items are returned in their original packaging, in resalable condition.
Paint and Wallpaper
Please note that Mixed to Order paint is non-returnable and non-refundable, as it is produced specifically for your order. We are also unable to accept returns of part-orders of Wallpaper.
If you are unsure about a colour or finish, we strongly recommend ordering a sample before committing to a full order.
Commercial Projects, Business to Business and Larger Quantities
For larger project or Business to Business sales, we offer a sampling service where we will endeavour to provide a sample fitting for approval before any bulk quantities are ordered. We strongly recommend taking advantage of this service, as returns on these types of orders fall outside our standard Returns Terms and Conditions and will be subject to a handling charge.
Made to order and bespoke products are non-returnable and non-refundable. Larger quantities sourced specifically for a project may, in some cases, also be non-returnable. Our team will always make this clear at the time of ordering.
Damaged Orders
In the unlikely event that your order arrives damaged, we will always work quickly to put things right. Where individual parts or components are affected, our Customer Services team will arrange replacements as a priority – often with same- or next-day dispatch. In many cases, this is all that is needed.
If you would prefer not to accept a replacement, we will arrange collection of the goods and process a full refund. At this point the order will be handled in accordance with our standard Returns Procedure below.
How to Make a Return
To initiate a return, log in to your account, locate the relevant order, and select Return Items on the products you wish to return. You will be asked to provide a few brief details before clicking “Submit Returns Request”. Once we receive your request, we will review it and send you further instructions, including the address for our Northern Ireland Distribution Centre.
When packaging your return, please follow these guidelines:
- Include all paperwork relating to your order, such as a Packing Slip, inside the package.
- Clearly mark your Returns Authorisation Number (RMA) on the outer box or paperwork.
- Place items inside an outer box – this protects the original product packaging from damage in transit.
- Ensure any product instructions or documentation are enclosed within the original packaging.
- Send your return using a tracked and insured service. We are unable to refund items that are lost or damaged on their way back to us.
The cost of returning goods is the customer’s responsibility. Original outbound postage costs are non-refundable.
Restocking and Condition Charges
Returns requested after the initial 45-day period will be considered on a case-by-case basis and will be subject to a 20% restocking fee.
Any goods returned with writing, tape, postage stickers, or other unrepairable damage to the original packaging will be deemed not resalable and will also be subject to a 20% charge. Please take care when preparing your return to avoid this.
Need Help?
We handle very few returns overall, and when they do arise, we aim to make the process as smooth as possible. If you have any questions or concerns about your order, please don’t hesitate to get in touch with our Customer Services team – we are always happy to help.