Returns, Faulty, Missing or Incorrect Goods
If you want to return items, or you have a problem with an order that has been sent, please contact us by email or telephone and we will provide you with a returns form.
- email: [email protected]
- Tel: 01268 330 175
Please download the returns form here:
- Please fill in the returns form and include it in the package you want to return.
- The returned goods (exception for warranty cases) must be in the original package, without visible damage and in good condition.
- The postage for returned goods because of customer’s cancellation must be paid by the customer and delivered on customer’s own risk.
Returned goods will be accepted only if authorized by us and the package includes our returns form, so please email or call our company first.
We will do everything possible to comply with reasonable requests for returns and will issue any refund or credit note due to you as promptly as possible (max 30 days).
If you are unhappy with the goods for any reason, individuals have the right to cancel your order up to 30 days following of receipt and return the items for a refund* (This excludes bespoke orders e.g LED profile and strip which is cut to size or Heating Panels).
*excluding trade/business transactions (orders addressed to a company premises with a company name)
If incorrect or faulty goods are supplied, we will replace or refund these, as appropriate, as quickly as possible. Please advise us of any problems within 7 days of delivery of your order. Please keep a note of your “standard” postage amount and we can refund this. We are not able to arrange for the collection of goods. If goods are damaged in transit, please keep all documentation and packaging and contact us within 14 days of receipt for returns instructions.
Please note we cannot rectify shortages if we have not been informed within 7 days. We are not able to accept returns for 12V or 24V products unless suitable transformers or drivers are purchased from smart-light.co.uk at the time of the sale (non-suitable transformers can damage the goods).
All good must be returned in a re-saleable condition. Items cut up, stuck down (tape), defaced packaging, etc. cannot be returned. Please test any items before modifying in any way.
Refunds to postage will only apply to warranty cases, or if the wrong items were sent, and only to standard 1st or 2nd class postage. We will not refund any postage if the customer has upgraded to a more expensive service or we cannot find any fault in items returned.