Returns Policy & Procedure

Returns Made Easy

We want you to be delighted with your purchase.

Check your goods within 24 hours of delivery for any damage. Reporting issues promptly helps us resolve them quickly; claims made after this period may be more difficult to process.

If something’s not quite right - whether it’s missing, damaged, faulty, or simply because you wish to return anything under our extended ‘Change Your Mind’ guarantee – you’ll have up to 30 days from the delivery date to notify us using our quick and simple returns portal.

Under our ‘Change Your Mind’ guarantee, customers are responsible for the cost of returning items. Our portal offers a range of return options and prices, so you can choose what works best for you.

You may also contact our dedicated Customer Service team directly via the details below.

Please note:

• All items must be returned in perfect, unused/uninstalled, resaleable condition.
• All accessories, instructions and free bulbs (if applicable) must be included, with any ‘kit’ items returned complete.
• Items should be kept in original manufacturer's packaging with no damage, marking or stickers (a small piece of clear tape is acceptable). We may need to apply a reboxing fee if packaging is not returned in suitable condition.
• Special order and non-stock items cannot be returned.

What happens once we receive your damaged or faulty item(s)?

Once your return is booked and dropped off (or collected), we’ll be in touch by email to confirm it’s on the way. Once it’s received, our Returns Team will inspect and test the item to verify the issue.

• If your item is faulty, we’ll issue a full refund or offer a replacement where possible
• If no fault is found, no refund will be issued. You’ll have 14 days to request the item be sent back to you (at your cost), otherwise we’ll dispose of it in line with WEEE regulations.

Need Help?

Our friendly Customer Service Team is here Monday to Friday, 9am–5pm (excl bank holidays). Email us at customerservice@onlinelighting.co.uk or call us on 0345 646 1133.

Alternatively, please check out our Help & FAQs for answers to commonly asked questions.

For full details our returns policy, please see our Terms & Conditions.