RETURNS & CANCELLATIONS POLICY
Consumer Right to Cancel (Online Purchases Only)
If you are a consumer buying online, you have the legal right to cancel your order within 14 calendar days of receiving your Goods, in accordance with UK consumer law.
To cancel, you must notify us in writing (email is sufficient) within this period.
Returning Goods After Cancellation
If you cancel your order:
- Goods must be returned within 14 days of cancellation
- Goods must be unused, unfitted, complete and in original packaging
- Goods must be in a condition suitable for resale
The cost and risk of return are the Customer’s responsibility.
How to Return Goods
You may return Goods in one of two ways:
1️⃣ Return via your own carrier
- Goods must be securely packaged
- We strongly recommend tracked and insured delivery
- We are not responsible for loss or damage in transit on customer-arranged returns
2️⃣ Collection arranged by Decolight
If you prefer, we can arrange collection for you.
- Collection fees apply and will be deducted from any refund
- Failed or aborted collections may incur additional charges
Condition of Returned Goods
We do not accept returns for Goods that have been:
- installed or fitted
- used or altered
- damaged
- returned without original packaging
(except where the Goods are faulty).
We reserve the right to reduce any refund to reflect diminished value where Goods have been handled beyond what is necessary to check their nature and function.
Made-to-Order & Bespoke Items
Goods that are made to order, bespoke or personalised are exempt from the right to cancel, unless faulty.
Where we agree, at our discretion, to accept a return of a made-to-order item:
- a 25% handling/restocking fee will apply
- return or collection costs are payable by the Customer
Faulty or Incorrect Goods
Nothing in this policy affects your statutory rights.
If Goods are faulty or incorrect:
- notify us within a reasonable time
- provide photographs and details of the issue
Where a fault is confirmed, we will repair, replace or refund in accordance with UK consumer law.
Trade / Business Orders
Trade and business purchases are supplied on discounted, non-returnable terms.
Where we agree (at our discretion) to accept a Trade return
- a 25% handling fee applies
- returns are processed as a credit note or credit against a new order
- cash refunds are not offered
👉 For full terms governing returns, please refer to our Terms & Conditions of Sale.