Returns Policy
Returns & Refunds Policy
At Ledlam Lighting, we aim to provide quality products and excellent customer service. We understand that occasionally customers may need to return an item.
Please read our returns policy before making a purchase.
1. Your right to cancel – 14 days
For most products purchased online, customers have the legal right to cancel their order within 14 calendar days of receiving their goods, without providing a reason.
After notifying us of cancellation, customers have a further 14 calendar days to return the goods.
To exercise this right, customers must notify us of their decision to cancel by email or another clear statement before the cancellation period expires.
Goods should be returned in reasonable condition, with their original packaging where possible.
Customers may inspect products as they would in a physical shop. Where products have been handled beyond what is necessary to inspect them, a deduction may be made for any reduction in value, where legally permitted.
This policy does not affect statutory consumer rights.
2. Unwanted products and incorrect customer orders
If a customer:
Changes their mind
Orders the wrong product
No longer requires the product
Purchases an unsuitable product through their own selection
The customer is responsible for arranging and paying the full return postage cost.
Ledlam Lighting does not provide free return postage or prepaid return labels for unwanted products.
Customers are advised to use a tracked delivery service and obtain proof of postage.
There is no restocking fee for returns made under statutory cancellation rights.
3. Faulty, damaged or incorrectly supplied products
If a product is faulty, arrives damaged, or is different from the product ordered because of an error by Ledlam Lighting, customers should contact us with their order number and details of the issue.
Photographs may help us resolve the matter more quickly but are not a condition of exercising statutory rights.
Where the goods do not conform to the contract, Ledlam Lighting will provide the appropriate remedy under the Consumer Rights Act 2015.
Depending on the circumstances, this may include a refund, replacement or repair.
Where a return is required for faulty or incorrectly supplied goods, Ledlam Lighting will arrange collection, provide a prepaid return method or reimburse reasonable return postage costs.
Customers will not be required to pay return postage for qualifying faulty or incorrectly supplied goods.
Customers generally have a short-term right to reject faulty goods within 30 days of delivery. Other statutory remedies may apply after this period.
4. How to request a return
Please contact us at:
Email: info@ledlamlighting.co.uk
Include:
Customer name
Order number
Product being returned
Reason for return
Details of any fault or damage, where applicable
We will provide the appropriate return instructions.
Customers exercising their statutory cancellation rights do not need to obtain our permission before cancelling.
5. Returns address
Ledlam Lighting
5 St Martin’s Square
Basildon Shopping Centre
Basildon, Essex
SS14 1FW
United Kingdom
Customers should include their order number with the returned goods so we can identify their purchase.
6. Refunds
For valid change-of-mind cancellations, we will refund the amount paid for the returned goods and the original standard delivery charge where required by law.
If a customer selected a more expensive delivery service, we are not required to refund the additional amount above the standard delivery charge.
Where an entire order is cancelled, the standard outward delivery charge will be refunded. Where only part of an order is returned, the original delivery charge will not normally be refunded unless required by law.
We will issue refunds without undue delay and within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first.
Refunds will normally be issued to the original payment method.
Customers are responsible for return postage on unwanted goods, as explained above.
For faulty or incorrectly supplied goods, the appropriate refund and return arrangements will be made in accordance with statutory rights.
7. Sale and discounted products
Sale, clearance and discounted products are covered by the same statutory consumer rights as full-price products.
Customers may exercise their statutory cancellation rights for eligible online purchases, even where an item was discounted.
Faulty discounted products remain subject to statutory consumer protections.
8. Products excluded from change-of-mind cancellation
Certain products may be excluded from statutory cancellation rights where permitted by law, including:
Products made to a customer’s specifications or clearly personalised
Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, where applicable
These exclusions do not remove statutory rights relating to faulty goods.
Opening ordinary product packaging does not automatically remove cancellation rights.
9. Exchanges
Customers wishing to exchange an unwanted product should contact us.
Where appropriate, customers may return an eligible product under the cancellation policy and place a new order.
Customers are responsible for the return postage of unwanted items.
For faulty or incorrectly supplied products, Ledlam Lighting will provide the appropriate remedy under consumer law.
10. Business and trade purchases
The statutory 14-day cancellation rights described above apply to qualifying consumer purchases and do not automatically apply to business-to-business transactions.
Business and trade returns are subject to the agreed contractual terms, without affecting any rights that cannot legally be excluded.
11. Contact details
Ledlam Lighting
5 St Martin’s Square
Basildon Shopping Centre
Basildon, Essex
SS14 1FW
Email: info@ledlamlighting.co.uk
Telephone: 07808 240908
Website: https://ledlam.lighting