Online Purchase Returns
We want you to be happy. If you're not happy, tell us and we'll make sure we resolve the issue.
If you are not satisfied with your product and want a refund, return it to us within 14 days of delivery and you will be given a full refund.
If an item arrives faulty we will replace the item immediately. If an item arrives damaged then we will replace the damaged component immediately eg should a piece of glass arrive broken then, in most instances we will replace the glass only and not the entire light, however, glass is very well packaged and damage is very rare.
We must be notified of any damages within 48 hours of receipt. After this period of time any replacement parts required will be chargeable.
Please notify us of any returns by email ( firstname.lastname@example.org ) before the goods have been sent back to us and place inside the box a copy of the invoice emailed to you when you placed your order.
We are not responsible for postage costs on returned items. It is the responsibility of the customer to ensure that all products to be returned must be carefully repackaged in their original packing and returned in original sale condition. Once a delivery date is quoted to you, any failed or missing deliveries must be reported within 3 days of the quoted delivery due date to allow us to find your order.
All of the products we sell carry a minimum 12 month Guarantee apart from any lamps or light bulbs which have no guarantee.
Products cannot be returned once they have been installed.
London Lighting acts as a distributor for many European brands. Any orders to trade accounts or where trade discounts are applied are non-returnable.
Bespoke Range Refunds
We cannot offer refunds on products from our Bespoke Range because they are Bespoke products that are made to order. Products shown from this range are examples of sizes and colours that are available. All lights from the Bespoke Range are clearly marked. If you are unsure please call us on 020 3507 1911 for more information.
Any prices, special offers or promotions shown on this website are only valid for the period that they are live on the website.
Our policy lasts 14 days. If 14 days have gone by since delivery of your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned including any bespoke or made to measure products or trade orders.
To complete your return, we require email notification prior to you posting the goods back to us and a copy invoice included inside the box.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
Goods with obvious signs of use
Goods that have been opened from sealed packaging for instance light bulbs or fabric shades that have had wrapping removed
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 14 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
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