Returns
In-line with consumer contracts regulations WT Lighting allows customers up to 28 days to return unwanted/incorrectly ordered items. We must be notified of your wish to return any items within 14 days and the products being returned must be received back with us within 14 days of the request being accepted.
If you wish to start a return please click on the following link: Start A Return
Once a return has been accepted we will send confirmation via email, it is then up to the customer to return the goods within 14 days at their cost using a reliable delivery service. We advise all customers pay insurance to cover the value of their order as in the unfortunate scenario where a parcel goes missing or gets damaged in transit you will be covered. WT Lighting will not be liable for any costs occurred for parcels missing or delivered damaged.
For a full refund to be issued all items being returned must meet the below criteria:
- All items must not have been fitted or re-wired/amended in anyway.
- Products must be returned in original boxes as they were received including lamps and accessories (I.e Screws and glasses). If we receive the item back where the product box is damaged or incomplete a refund may not be issued.
- Product boxes must not be written on and must be sealed using CLEAR tape only. We strongly advise returning all products inside an outer box. Any parcels received damaged, or with brown/black tape will be returned back to the customer. Please ensure the parcel is packed well ensuring it arrives undamaged.
- Fabric lamp shades must have cellophane left on.
- Returns forms must be completed and orders being returned must have been approved. All items returned without approval will be returned to the customer.
- Returns paperwork should be placed in the box with the goods.
Please note all David Hunt Items and bespoke items which are made to order are non-returnable.
Faulty Goods and Shortages
All faulty goods and short deliveries must be logged with us within 5 working days from accepting delivery or collecting orders. Faults include, broken glasses, missing parts and other general faults. If you are doing a renovation or a long term project or are not installing the goods straight away we advise inspection of goods on delivery as after 5 working days we are unable to accept responsibility and spare parts may be chargeable. All electrical faults come with a standard 12 month warranty and this doesn’t have to reported within 5 working days.
It is the customers responsibility to check products before installation. We are unable to accept returns of faulty goods once they have been installed. This does not apply to technical faults including electrical or faults such as water ingress.
If you have a faulty item, please email [email protected] with images of the fault. Images will be required to process the exchange or return of an item.
If any products are received faulty and require uplift, after approval we will arrange a suitable collection date of the faulty goods. Please note if goods are notified after 5 working days, the customer will be liable for the return carriage costs. Where goods are returned and found to have no fault the customer will be liable for carriage charges from collection and re-delivery back to the customer.
Where there are faults we will organise replacement parts where possible, before replacing the full product. We strongly advise checking all goods before contacting an electrician. WT Lighting is in no way liable for any electrician costs due to faulty products, short deliveries or incorrect items.
Submitting a Return
When submitting a return, the following procedure should be followed.
Please fill the returns form Here to commence a return.
Once the return has been approved we will email you to confirm it has been accepted. You can then organise return delivery of your parcel back to us. Please ensure parcel/s are packed with sufficient packaging and returns form before organising return of items. Please ensure only clear tape is used and product box is not written on. Please do not send parcels back before approved as they will be rejected and returned to the sender.
We will confirm we have received your parcel and after inspection, providing product meets all criteria listed we will issue a full refund.
If you require an exchange please email the sales office at [email protected]
How Long Does a Refund Take?
Refunds will be processed immediately once the items have been inspected. All refunds are generally received within 5 working days of return being received, however please allow up to 14 working days as certain payment methods can take longer than others.