Customer Service Policy.
At Refined Lighting Limited our aim is to achieve 100% customer satisfaction. We are continually improving our level of service and updating our website to bring you the highest quality lighting experience.
We aim to respond to all enquiries within 24 hours on week days and 48 hours on weekends. We are happy to provide updates, help and advise regarding your purchase during our showroom opening hours which can be found on the home page.
We must advise our customers to carefully inspect all goods for damage within 48 hours of receipt and report any damages or shortages to us immediately. In the event of broken glass this can easily be replaced, normally you do not need to return this to us. However we may ask you to send us photographs by email. Missing parts and broken glass are not classified as a fault. A fault is classified as an electrical fault.
Occassionally we may subsitute some items such as light bulbs and other accessories for near identical items of a similar quality if the original item is unavailable. Please state on your order if you do not wish to receive these substitutions.
Please note we may record calls for training and monitoring purposes.
Please be aware that products must not have been fitted or modified, unless being returned due to a fault.
We only accept payment via Paypal no card details are held by us.
We always use reputable courier companies. Delivery times will be dependent upon availability. If goods are required urgently please call for availability and delivery times before you order (01908) 673368. Average delivery is between 5 and 7 working days (please see individual product listing for specific lead times.) Orders received before 12.00pm Monday-Saturday that are carried in stock will be despatched the same day.
All items , when despatched, are despatched using a next-working-day delivery service (mainland UK only), with the exception of any smaller items that were omitted from your order – these will generally be sent via Royal Mail. Lead times for specific items can be found on the items product page.
If you provide us with a mobile number you will also receive a text message on the morning of delivery advising you of a predicted 1 hour delivery slot. We aim to despatch all orders within 5-7 working days from receipt of your order. Some items do take a little longer to despatch, especially when they are made to order or if they are being sourced direct from our suppliers in Europe. Please contact us if you need confirmation or estimated delivery times for these items.
Returning Unwanted/Unsuitable Products
At Refined Lighting Limited we offer a 7-day no quibble money back guarantee (UK only) for all products on our website (excluding lamps [light bulbs]), as required under the Consumer Protection (Distance Selling) Regulations (DSRs) of 2000. The following terms and conditions apply to all refunds. This does not apply to goods that have been manufactured / altered specifically for you. For example, bespoke lampshades or rope lighting that has been cut into lengths. Such products cannot be returned because neither we nor our suppliers can take them back and this will therefore be clearly marked on the product’s sale page.
To exercise your right to return products you must inform us in writing, by fax (01908 668763), or email (firstname.lastname@example.org) within 7 days, starting the day after receipt of your order that you wish to return or exchange goods (the date of delivery will be recorded by our carriers). A returns authorisation number must be obtained prior to return of these goods. Refined Lighting Limited cannot accept responsibility after this period. Goods without a returns authorisation number will not be accepted. No liability will be accepted for loss or damage to goods returned by the consumer without Refined Lighting Limiteds prior consent.
The cost of return is the responsibility of the customer and Refined Lighting Limited advises you use a recorded delivery service. A collection can be arranged by Refined Lighting Limited with the cost being deducted from the refund issued.
Please note that under the Distance Selling Regulations, consumers have a duty of care while the goods are in their possession and all goods must be returned with their original packaging, complete with all other parts supplied, for example lamps, fixing screws etc. Goods should not have been installed, modified or used and should be in an undamaged and resaleable condition.
We have the right to refuse refunds for failure to meet the above criteria. A 25% restocking fee may be applied for any items not meeting the above criteria. The cost of the goods only will be refunded, original delivery charges will not be refunded. For orders that qualified for free delivery, this charge will be deducted from the amount refundable. An authorised return complying to the above criteria will be refunded within 14 days of return of the goods.
Once an order has shipped it cannot be cancelled. If you refuse delivery of an order it will fall under our standard returns policy and will be subject to a third party delivery charge.
The above does not affect your statutory rights as a consumer.
Any damages, faults or shortages must be notified within 48 hours of receipt (the date of delivery will be recorded by our carriers). Faulty or damaged goods will be replaced or refunded in full in accordance with the consumer’s requirements.
Immediate replacements for damaged goods will be charged and a credit issued on the return of the damaged goods to directlight.co.uk in the original packaging.
Refined Lighting Limited will in no way be liable for any costs incurred due to faulty goods or shortages such as electrician’s fees, time taken from place of employment etc.
All products with the exception of lamps (light bulbs) carry a 1 year return to base warranty. In the event of a fault occurring, the product will be repaired or replaced according to the nature of the fault. The warranty applies to electrical components only and is void if deemed that the fitting has been incorrectly fitted, modified in any way or suffered abuse in a manner not intended for the purpose supplied.
Goods returned for reason of damages or faults within the 1 year warranty period will be returned to the consumer at the cost of directlight.co.uk as long as they conform to the above criteria.
All goods returned under warranty will undergo full inspection and testing before replacements are issued or any repairs carried out. This may involve the product(s) being returned to the manufacturer for testing at their test facilities. In any event your case will be completed as quickly and efficiently as possible. Any goods returned for a warranty claim that is not found to be faulty or appear to be the subject of misuse (including incorrect installation) will be returned to the consumer at their cost.
Unless otherwise stated, lamps (light bulbs) are not covered by warranty and will not be replaced free of charge regardless of whether the lamps were purchased or supplied as part of the light fitting.
Please note that there are various reasons for early lamp failure, such as inappropriate light switches, poor quality dimmer switches, power surges in the electricity supply, and installing halogen lamps with direct skin contact. Lamps that are not working on arrival may be replaced at our discretion providing we receive written notification within 48 hours of receiving your goods.
Our products are well-packaged to withstand damage during shipping. We double-box many items and refuse to carry products that are easily damaged during shipping (for example bathroom mirrors). If an item does arrive damaged or parts are missing, you may simply request the missing or damaged parts, such as glass shades, fixing bracket etc.
We make every effort to help you obtain the necessary replacements as quickly as possible at no extra cost to you. Please note the important instructions below when you receive your goods.
If the package appears only slightly damaged, it is important that you write “package damaged” when you sign for the delivery. If the package looks significantly damaged you may refuse delivery of the package. The damaged package will be returned to us and we will send you a new one. If you do refuse delivery, please notify us immediately so that we can expect the return shipment.
If you have already accepted the package and find parts missing or damaged, please contact us right away and we will ship you the replacement parts free of charge. You must notify us of damages within 48 hours – this is particularly since most carriers only let us file freight claims within 48 hours of delivery. Immediate replacements for damaged goods will be charged and a credit issued on the return of the damaged goods to directlight.co.uk – all returned goods must be in their original packaging.
If we cannot replace the parts we will have our carrier collect the package from you and send you a replacement. All returned products must be in the original packaging. If a product arrives damaged and it cannot be remedied with either a full replacement or replacement parts, we will pay to return the item to us.
If your item has a manufacturer’s defect, we can either replace the defective part, or if necessary, the entire unit.
If you decide you do not require parts or a replacement unit, the item can be returned under our standard return policy – please ensure you follow the above returns procedure and obtain a returns authorisation number. All returned products must be in the original packaging.