Returns Policy
By returning your item/s back to us you hereby agree you have fully read our returns policy and agree to it. Failure to do so may result in your request being rejected. An authorisation code must be obtained before sending goods back to us. PLEASE FULLY READ OUR RETURNS POLICY BEFORE REQUESTING A RETURN.
** We only process return and exchange requests by email via queries@thelightingvault.co.uk
Requests via social media or phone will not be authorised. Our reply emails are the customers responsibility to check and action - returns after the agreed authorisation date will not be considered where we have proof of return requests being authorised by us, so we do recommend checking spam/junk folders so you do not miss our reply/your return window. **
Any product purchased through our website (excluding outlet items) can be returned within 14 days of purchase, for either a refund or exchange. Original packaging and all parts must be returned. For this reason, we recommend checking all items and reporting any damages/faults to us before disposing of any packaging, including outer brown box packaging in which to return the goods in.
**To be eligible for a refund, your item must be in the same condition that you received it. We do not offer refunds or exchanges on any items/lighting that have been installed or modified in any way. Where spare/replacement parts can easily provided, we would not consider this cause for exchange or return. Items must be returned in the original packaging, which must also be in NEW CONDITON, eg no use of brown parcel/electrical tape, no damage, marks, writing or address labels on. Any items that arrive back to our warehouse without being in an outer brown box will be rejected as items that arrive back to us in just the product box are not eligible for return. Items that arrive back to our warehouse where the authorisation code has expired (after the date agreed for the goods to be back with us) will automatically be rejected and not eligible for return. If an item arrives on a pallet, it must also arrive back to us in the same way. **
DAMAGED/FAULTY OR MISSING/INCORRECT ITEMS:
PLEASE NOTE: BREAKAGES/COSMETIC IMPERFECTIONS MUST BE REPORTED TO US BY EMAIL WITHIN 5 DAYS OF RECEIVING THE GOODS. PLEASE EMAIL A PHOTO OF THE ISSUE ALONG WITH YOUR ORDER NUMBER TO: QUERIES@THELIGHTINGVAULT.CO.UK. WE CANNOT ACCEPT RETURN REQUESTS FOR BROKEN OR IMPERFECT ITEMS AFTER THIS TIME UNDER ANY CIRCUMSTANCES. ANY INCORRECT ITEMS RECEIVED OR SHORTAGES FROM YOUR ORDER MUST ALSO BE REPORTED WITHIN THIS TIMEFRAME . WE DO NOT ACCEPT CLAIMS FOR DAMAGED ITEMS IF SUFFICIENT PHOTOGRAPHIC EVIDENCE IS NOT PROVIDED.
Collection of a damaged or faulty item is at our discretion. We may refund you and ask you to kindly dispose of the item yourself.
It is the responsibility of the customer to inspect all goods prior to any installation work, and report any damages/breakages to us within 5 days of receiving goods. We recommend all lighting is installed by a professional electrician - failure to do so will void any warranty with the manufacturer. As we do not offer an instillation service, we cannot give technical advice on installing any lighting, nor can we be held responsible for any problems encountered with the instillation process. We cannot accept returns for any cosmetic imperfections reported after the item has been installed, these will not be considered for return or exchange.
If any lighting becomes faulty within the warranty period, it is our responsibility to provide replacement parts/product(s), but we are not obliged to contribute towards any electricians costs incurred. This will be reviewed at our discretion.
REED DIFFUSERS - Once the seal has been broken these are non-returnable.
IMPERFECTIONS
Please note: imperfections to undersides and insides of items are not considered faults - they are just a natural by-product incidental or secondary to how the items are manufactured. They are not expected to be glazed/finished or look the same as the outside and are therefore not to be considered as imperfections. Clear glass and crystal items may be subject to small air bubbles or minor imperfections due to the manufacturing process - these are not considered faults. Small hairline scratches, not visible when viewed at a distance of 1 metre, are classed as industry standard and not considered faulty/damaged.
Please ensure all goods are checked within 5 days of receiving your delivery and before original packaging is disposed of, as ALL returns must arrive back exactly as they arrived to you. This includes: product boxes, mouldings and outer brown boxes with protective packaging to ensure their safe return to us. A basic inspection of the goods should be made to check:
- You are happy with the goods you have purchased
- There are no obvious breakages
- There are no obvious physical faults or damages with the goods
- You have received the correct goods you have ordered
*We cannot refund or exchange any items that arrive back to us without the original packaging, or where the packaging has been damaged/defaced with writing/tape* We may be able to offer a re-boxing fee of £10 if an item is returned with damaged packaging/product box, but this is not always possible and we reserve the right to reject any items returned that are in breech of our returns policy stated here.
All items must be in an outer box and well packaged with additional packaging to reduce risk of damage on return. We cannot be held responsible for any damages upon return if goods are not adequately packaged. We will not be able to process your return request if the items being sent back to us are not adequately packaged. We require clear photographs of any items that arrive to you in a damaged condition, this includes a photograph of the damage and of the item as a whole. We reserve the right to request further photographs if the problem is not clear.
FAULTY ITEMS:
To return faulty items, we will provide an Evri drop off returns label, or a DPD collection may be arranged in some circumstances. If we arrange to collect any faulty goods from you please ensure these are available for collection on the agreed date. The item must be packed back up as it originally arrived to you including all packaging and product box. The original address label must be removed to avoid the parcel being returned back to you. The driver will bring a new label when they collect your parcel. ** PLEASE NOTE: IT IS THE RESPONSIBILITY OF THE CUSTOMER TO PACK THE CORRECT ITEM BACK UP AND HAND OVER TO THE COURIER, AND NOT THE RESPONSIBILITY OF THE COLLECTION COURIER ** If the collection is attempted and the goods are not available for collection on this date, we cannot re-book another collection free of charge, a fee of £30 will be applied to any further collection requests. The same applies if the original address label is not removed as previously stated, and the parcel arrives back to you, or if the incorrect item is returned to us. If you return an incorrect item to us, you will need to arrange a courier to collect this from us if you wish to have this returned and the correct item must be shipped back to us at your cost as we cannot offer a second DPD collection.
If an item reported as faulty is collected by ourselves, but no faults are found upon checks by our technicians, the collection fee will be deducted from your refund. ALL orders are subject to this £25 DPD collection charge if the order is found not to be faulty - this will be deducted from any refund.
FAULTY/MISSING PARTS: If we agree to supply replacement parts, we may ask to exchange these for the faulty parts. Failure to return faulty parts will mean replacement parts are chargeable. We reserve the right to charge the original payment method for parts shipped out if the faulty parts are kept by the customer. Where possible, missing parts will be supplied if reported to us within 5 days of receiving goods. These may still be obtainable afterwards, but the parts are chargeable. We do not offer refunds/exchanges for items where parts can easily be provided by us, instead the appropriate parts will be shipped out within 7-14 days where possible.
To complete your return we require that you email queries@thelightingvault.co.uk within 14 days of receiving your order. We DO NOT process return requests by telephone or social media. Failure to notify us after this time may result in your request being denied. Items returned without authorisation will not be accepted. Goods being returned because of a fault will be collected by us free of charge. Returns requests without photographic evidence will not be considered. Items being returned for any other reason will need to be sent to us at your own cost. Our return address is:
The Lighting Vault, 82 Bank Street, Mexborough, S64 9LG.
Please do not send your purchase back to the manufacturer. Once we have given you an authorisation number your item(s) must be returned back to us within 14 days to allow us to process your refund. Items received after this time will NOT be eligible for a refund.
Refunds (if applicable)
Once your return is received and inspected, if approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 14 days. We politely ask that you do not contact us before this time has passed. We do not refund any shipping or packaging fees you may have paid.
Exchanges (if applicable)
We can replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at queries@thelightingvault.co.uk and we can arrange the product exchange.
Shipping
To return your product, you should mail your product to: 82 Bank Street, Mexborough, S64 9LG, United Kingdom.
SHIPPING
You will be responsible for paying for your own shipping costs for returning your item if it is not faulty. Shipping costs are non-refundable.
As we provide DPD/Evri tracking information, it is the responsibility of the customer to rearrange the delivery to a convenient date/location/pick up shop if the intended delivery time slot is unsuitable. Failed delivery attempts may result in your order being returned back to us and the shipping cost is non -refundable .
If your item was part of a larger order, please use additional packaging to ensure its safe return.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item with a value over £100, you should consider using a tracked shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
DPD/EVRI LEAVE IN SAFE PLACE DISCLAIMER - Please note: any requests for DPD/EVRI to leave deliveries in a safe place are completely at the customers own risk. We cannot refund or replace any items that are delivered to a safe place, as this is not the recommend delivery option.
ORDER CANCELLATIONS:
If you've changed your mind and need to cancel your order, this change can be made within 30 minutes of placing your order by emailing queries@thelightingvault.co.uk with your order number. After this time, unfortunately a cancellation is not possible so we would direct you to request a returns authorisation code by emailing queries@thelightingvault.co.uk with your order number.
Amendments cannot always be made after an order has been placed. Orders not cancelled that are shipped will be subject to any delivery charges being deducted from your refund should you choose to refuse the delivery. Please see below. If a shipped item has been recalled and directed back to ourselves at your request, the shipping charges are chargeable - this will be deducted from your refund. ALL orders (including orders shipped with "free delivery") are subject to a £33 shipping & handling charge if the order is cancelled or refused after dispatch (£100 for pallet delivery items - the delivery and return to sender fee from the pallet network is fully charged to the customer). These fees will be deducted from any refund.
AMENDMENTS TO ORDERS: We do advise you fully check your order, including the full shipping address and the contents/cost of your order before checking out, as changes may not be possible afterwards or may delay your order being shipped. If any changes are made to your order, a confirmation email will be resent to you - it is the customers responsibility to check any changes that have been made, and let us know prior to dispatch if the amendments are not correct.
UNDELIVERED PARCELS: Orders returned back to us by DPD/EVRI due to incorrect shipping information given, failed delivery attempts, refusal of delivery or the parcel not being collected from a chosen pickup point within the time limits set by the courier, will be refunded once returned to us. ALL orders (including orders shipped with "free delivery") are subject to a £33 shipping & handling charge if they are returned to us by the courier for the above reasons mentioned (£100 for pallet deliveries), or if an order is cancelled or refused after dispatch. This will be deducted from any refund and covers the costs of admin/handling/return journey shipping fees that the courier charges us. We highly recommend double checking your shipping address including postcode, collecting from your chosen pickup point within the timeframe set by the courier (if applicable), and also tracking your parcel so you know when to expect it so you can rearrange the delivery if necessary. Checking the tracking and rearranging the delivery to an appropriate date/place/pickup point is the responsibility of the customer.
