Returns

Returns and Refunds

This policy is in addition to your legal rights under the Consumer Contracts Regulations and the Consumer Rights Act.

Non returnable items

The following items are made to order or cut specially for you, so we cannot accept returns on them unless they are faulty or not as ordered:

• All David Hunt Lighting, The Light Shade Studio and From The Anvil products, which are bespoke made to order
• Laura Ashley paint mixed to order, and opened or unsealed pots of paint including sample pots
• Made to measure curtains, cushions and blinds
• Fabric, oilcloth, trimmings and wallpaper cut to length. We advise using our fabric sample service, as colours can vary between screens.
• Duvets, pillows, pillowcases, duvet covers and bedsheets once removed from their sealed packaging, for hygiene reasons

All cut to length fabric and custom made curtains are checked thoroughly before dispatch. If there is a fault, a like for like replacement will be sent from the manufacturer and the returned goods will be sent for investigation.

Changing your mind

We want you to be happy with your purchase. For everything else, you have 14 days from the day you receive your goods to tell us you would like to cancel, and a further 14 days from then to return them to us.

To cancel, please email showroom@thelightcompany.co.uk or fill in our online returns form within 14 days of receiving your goods, with the following details:

• Name on invoice and order reference
• Address, email address and contact number
• Date of purchase and the date you received the goods
• Item code, item name and quantity you would like to return
• Reason for the return, and whether you would like a refund or an exchange

Our sales team will reply within 48 hours with any instructions.

Returning your items

• Return postage is at your cost. We recommend using a tracked service, as we cannot refund items lost in transit back to us.
• Items must be returned unused and unfitted, in the original product box, with the box clean, unmarked and free of tape or labels, packed inside an outer box.
• Please put your courier label on the outer box with clear tape, and include a copy of your invoice or a note with your name, address and reason for return.
• If the item or its product box comes back damaged, marked or missing, we will reduce your refund to reflect the loss in value.

Returns should be sent to: City Lighting, 4 Cradock St, Swansea SA1 3EN

Refunds

• Once we have received and inspected your return, we will refund you within 14 days to the payment method you used.
• If you return your whole order, we will also refund standard delivery (£3.50). If you chose a faster delivery option, only the standard rate is refunded.
• If you return part of your order, delivery is not refunded.
• If you would like an exchange, outbound delivery charges may apply.
• Returns on bulk trade quotations are subject to a 25% restocking charge.

Laura Ashley furniture

• Furniture is delivered by a two man delivery service and checked at the warehouse before dispatch. Please do not redirect furniture to a parcel shop, as they will not accept it and any charge will be passed on to you.
• To return furniture, please contact us first to arrange it. You can arrange the return yourself, or we can collect it for a charge of 20% of the product price (minimum £30). Collections can be arranged Monday to Friday, 9am to 5pm.
• Furniture must be returned in its original packaging. If it has been assembled, we will reduce your refund to reflect the loss in value.

Damaged on arrival

Please check your delivery and report any damage within 48 hours to showroom@thelightcompany.co.uk, with photos of the item and packaging, so we can raise a claim with the courier. If you are unable to check your delivery when it arrives, please sign for it as "Unchecked".

Once we have received the damaged item back, a repair or replacement will be arranged.

Faulty goods

• If an item is faulty within 30 days of delivery, you can choose a full refund, a repair or a replacement.
• After 30 days, we will offer a repair or replacement first. If that is not possible or does not fix the fault, we will offer a refund.
• If an item develops a fault within 6 months, we will cover the return postage. After 6 months, we may ask you to pay the return postage first, and if we confirm the item is faulty we will refund it.

To report a fault, please email showroom@thelightcompany.co.uk with your name, order reference, date of purchase, the items affected, a description of the fault and some photos. Our sales team will reply within 48 hours and advise whether the item needs to be returned first.

Most goods also have a manufacturer's guarantee of 1 year, and some are longer depending on the manufacturer and product. The finish of outdoor lights is guaranteed for one year, except within five miles of the coastline.

Fitting

Before installing, please check the instructions and parts list to make sure you have all the parts and can fit the product in line with the manufacturer's instructions. We cannot refund products damaged by incorrect fitting, and we do not cover electrician or installation costs. We strongly recommend using a qualified electrician for lighting and an experienced carpenter for furniture.

If goods are taken to another address after delivery, we cannot be held responsible for breakages, defects or claims arising during that onward transit.

A receipt or proof of purchase is needed for all returns and refunds.