masiero – The Light Company

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RETURNS

Returns and Refunds

Non returnable products as follows...

All David Hunt Lighting and The Light Shade Studio products are bespoke made to order.

Hudson Valley Lighting, and Metallux, Noral Lighting

Laura Ashley Paint.

Laura Ashley Cut Fabric per metre

Laura Ashley Made to Measure Curtains and Blinds

Most of these items are made to order just for you, bespoke, customised, we therefore do not accept returns on these products.

Items ordered from Metallux, Masiero, Noral are Made To Order and no returns.

Metallux, Ebb and Flow, Masiero and Hudson Valley Lighting Group {Hudson, Troy, Mitzi and Corbett Lighting} are a special order brought in per order with extra UK customs fees and import duties these goods we do not accept returns on, so please ensure you order exactly as required.

Made to measure items curtains and blinds, or on either unsealed pots of paint including sample pots, unless there is a manufacturing defect or the goods are not as ordered.are considered a special order therefore no returns are accepted on these products.

Cut Length Fabric and Trimmings

We do not accept returns on fabric or Wallpaper cut to length as these are bespoke products and can not be resold. We advise all customers to use our fabric sample service as images can vary according to monitor quality.

All cut to length fabric and custom made curtains are checked thoroughly before dispatch for faults. If there is a fault with the product, a like for like replacement will be sent from the manufacturer and the returned goods will be sent for investigation. The fabric also includes Oilcloth which is also cut to order.

Everything Else....

Laura Ashley Furniture Returns..

Only items that have not been built / constructed will be considered for returns. These items are delivered by a two man delivery service and pre checked at the warehouse before dispatch to reduce any damaged items being delivered.

Please do not arrange delivery of furniture to be redirected to a parcleshop, as parcel shops will not acept furniture parcels and will incur a charge that the customer will be responsible

All items being returned must be pre-arranged, and either organised to be returned by the purchaser, or to our discreation we are happy to arrange this on your behalf (for a 20% of the cost of the product charge to cover collection costs - min. £30), and items MUST be in their ORIGINAL PACKAGING and in a re-saleable condition. Returns can be arranged Monday - Friday 9am - 5pm. In the unexpected event should a collection fail to happen by the logistics company then The Light Company will not be held responsable for this.

What is your returns policy?

We want you to be happy with your purchase. If for any reason you’re not totally satisfied you can return your goods within 30 days of delivery for an exchange or a refund, excluding the cost of the original delivery. You must inform us of your intent to return within 14 days of receiving the goods. After this 14 day period you will have another 16 days to return the product. You will be responsible for the cost of returning the item

Please ensure that you are ordering precisely what you require to avoid any unnecessary expense at a later date. If the goods ordered are not what you receive then please advise us by email on the day of delivery.

Returns are on condition that the products are returned in their original packaging, in perfect condition and have not been installed. They must also be in their original inner and outer packaging. Note that this policy does not apply to items that are:

Made to order Customised Cut Length Fabric and Trimmings Special order items Goods that are sealed or shrink wrapped and that have been removed can only be returned if they are defective and previously agreed by email. No refund will be given on unsealed pots of paint including sample pots unless there is a manufacturing defect or the goods are not as ordered

Prior to installing goods, it is very important that you check the instructions and any parts list to ensure that you have all the relevant parts and that you can fit the product in strict accordance with the manufacturer's instructions. We cannot refund products that have been wrongly fitted or be responsible for any consequences of mis-fitting our products. We strongly recommend that you employ only qualified and experienced electricians to install our lighting and carpenters for furniture.

What happens if my order is damaged on arrival? In the rare event that your order arrives in a damaged condition please contact us by email at showroom@thelightcompany.co.uk within 48 hours of it being delivered to you. We also ask that you email us photos of the damage and the packaging.

Note that if the steps above are not taken then we will not be able to investigate the issue.

Once The Light Company has received the returned item we will inspect and then a repair or replacement will be arranged where possible.

Failure to notify us within 48 hours of a damaged product could mean we have to charge for a replacement.

Faulty on arrival? Faults are where the product is not fit for its intended purpose (if your item is damaged on delivery, please refer to the damaged section)

Should your product be found to be faulty please email us at showroom@thelightcompany.co.uk with a description of the fault and some photos. Please note that without these details we will not be able to investigate the issue.

Some items that are considered faulty may need to be returned to us first before replacements are issued, we will advise if this is necessary.

The Light Company, City Lighting Ltd will not cover the installation costs of a faulty product.

Returning the items....

We accept unused, unfitted boxed returns for a refund or an exchange providing we are notified in writing within 14 working days of receiving the goods either in writing via email or by completing the online return products cancellation form.

Please note we will not accept goods back for a refund or an exchange if we are notified in writing after 14 days of receiving the goods. A telephone call is not sufficient.

You must take care of the goods whilst in your possession. A receipt or proof of purchase is needed for all returns and refunds Please note all unwanted goods are to be returned at the customer cost.

The Light Company will only accept returns that are in their original internal and external packaging, in a re-sellable condition. Please return your item with care, to ensure the product reaches us without damage. The Light Company reserves the right to refuse a refund if the product is not returned in a fully re-sellable condition. Boxes/Cartons must not be written on or defaced in any way.

Please apply your courier label to the external box with clear sellotape – do not write on the box. Do not use brown sellotape to re-seal boxes.

The Light Company will not issue refunds for items lost or stolen in transit back to our warehouse. For this reason we advise using a trackable courier service.

Step by step procedure for returning unwanted goods

The below information is required:

Name on invoice Order reference Address Email address Contact number Date of purchase Date received the goods Number of items wanting to return Item code, item name and quantity Reason for returning the goods Are the goods unfitted, unused, in original packaging and in a re-saleable condition? If would like an exchange or a full refund? Additional information

Email to showroom@thelightcompany.co.uk

Please then await a reply from the sales team. The sales team will reply to all return products requests within 48 hours.

Please note if you are given authorization from the sales team to return unwanted goods all goods need to be sent back to us in the condition they were delivered. This means all items must be parceled in an outer box and well packaged with additional packaging to reduce risk of damage upon return. We cannot be held responsible for any damages upon return if goods are not adequately packaged. If goods are returned in just the item box and no outer box the goods will not be accepted by our warehouse staff and therefore be returned back to you. Please put inside the box a copy of the invoice given or a note explaining why you are returning the goods with your name and address on the note and that authorization has been given.

Please note unwanted goods will not be accepted back for a refund or an exchange until authorization has been given from the sales team.

The address of which all returns are to be sent is:

City Lighting, 4 Cradock St, Swansea SA1 3EN

Once we receive the goods we will inspect the goods. Providing the goods are:

Unfitted, unused and in a re-saleable condition Returned in original product item box with no damages or defacing of the product item box including stickers and writing and all parts of the goods received in the condition that you received them in.

We will offer an exchange or refund. Refunds are within 14 days via the payment method you purchased the items with. If you require an exchange outbound delivery charges may apply. Goods that are not in the product item box are classed as un-resaleable and only an exchange will be offered.

Faulty Goods once fitted

Most goods have a manufacturing guarantee of 1 year some items are longer depending on the manufacturer and product. Please note the finish of outdoor lights is guaranteed for one year except within five miles of the coastline. Manufacturing faults sent back within 6 months of purchase customer is entitled to a postage refund however you will need to send a proof of postage receipt. Faults outside 6 months the return postage is at the consumer's cost. A receipt or proof of purchase is needed for all returns and refunds. If goods are delivered to another address after the delivery address we shall not be held responsible for any breakages, defects or claims that either arise or can be reasonably assured to have risen during onward transit.

Step by step procedure for reporting faulty goods

Report the fault of the goods in writing. A telephone call is not sufficient.

the below information is required:

Name on invoice Order reference Address Email address Contact number Date of purchase Number of faulty items Faulty Items

The sales team will reply to all faulty products advice within 48 hours. Once the sales team h.ave assessed the information given to us the sales team will determine the best way to resolve the fault. If faulty the consumer has the option, receive a spare part, replacement of the goods, refund for the price of the goods or option of an exchange.

Returns ordered on bulk trade quotations are subject to a 25% restocking charge

DELIVERY

Delivery to another address

We no longer deliver to an address if it is not the cardholders address. Orders that have been placed with a different shipping address to the registered cardholder address will be cancelled and refunded

. Courier Service UK Mainland

Most Orders Shipped within 3 to 5 days, not inc Made to Order items. Order value under £100.00 = £6.95 Order value over £100.00 = FREE Laura Ashley Lighting orders over £150 will be upgraded to Next Working Day delivery We will normally deliver your Mainland UK order within 3 to 7 working days.

David Hunt Lighting it is made to order and will take 3 to 4 weeks at busy periods.

Bespoke shades made to order will take approx. 2 yo 3 weeks for delivery.

From the Anvil are also bespoke made to order and take 2 to 3 weeks for delivery

Hudson Lighting are Special orders that can take a few weeks for delivery these goods cannot be returned. Current delivery is 3 weeks.

Laura Ashley made to measure blinds are currently 3 to 4 weeks for delivery

Cut Length fabric current delivery times are 5 to 7 days

Laura Ashley mirrors are delivered with ArrwXl and will take 3 to 5 days with a 2 man delivery service.

Deliveries to UK non mainland and Republic of Ireland will be delivered on a two day courier service.

If items not in stock at the showroom the goods will be ordered from our suppliers and delivered to you direct within 3 to 7 working days, unless specifically detailed above.

We will also use Royal Mail or Fedex where applicable and your order will be updated with delivery reference details. Please note some items may be delivered on a pallet and some are sent out as whole items and you will then need to ensure they can fit in the space required, for instance the Orb 8 light. Other items may require some assembly on site, please ask us for any specific product information.

Courier UK Non Mainland & Republic of Ireland

UK non-mainland includes the Scottish Highlands, Northern Ireland, Isles of Scilly, Orkney Islands, Inner Hebrides, Outer Hebrides, Isle of Man, Isle of Wight, Republic of Ireland (Southern Ireland), Channel Islands and Guernsey. These areas are only available on a two working day service.

All order values = £12.99 per order

Courier Saturday Before 1 pm - UK Mainland Only

We no longer offer a Saturday service

The Light Company Delivery Notice

The Light Company will email you when your order has been dispatched and provide an expected delivery date and delivery service that will be used.

If your order is being sent directly from the manufacturer every effort will be made to deliver the goods as soon as possible after your order has been accepted. However, the Supplier will not be liable for any loss or damage suffered by you through reasonable or unavoidable delay in delivery. In this case, the Supplier will inform you as soon as possible.

Time for delivery shall not be of the essence. The goods may be delivered by the Supplier in advance of the quoted delivery date.

We advise you book a qualified electrician to fit the lights once the goods have been received and not prior to this. We cannot be held responsible for any charges from electricians if goods arrive later than expected.

We require a signature for all deliveries therefore customers will need to ensure someone is present at the delivery address on the agreed delivery day, We will send confirmation of delivery the day before delivery and Parcelforce will send a time slot confirmation on the morning of delivery providing mobile number is present on your order. We hope this helps plan your working days and means no waiting in all day for deliveries.

Upon receipt of your order you will be asked to sign for the goods received in good condition. If the package does not appear to be in a good condition please advise us as soon as possible.

If you are unable to check the contents of your delivery at the point of delivery then please sign for the parcel as 'Unchecked' and then check your goods as soon as possible. Please report any unwanted items (unused and in original packaging) as soon as possible. We therefore advise all items are checked after receiving delivery.

Claims for damages and or shortages have to be made within 48 hours of receipt of your delivery. Claims for damages and or shortages made after 48 hours of your delivery arriving will be refused. Time and date of delivery is recorded with our carriers. You must keep all the packaging from your delivery in a secure dry environment in case you need to return any part of your order to us.