We hope you are happy with your purchase and would be grateful if you would check the contents of your delivery carefully within 24 hours of receipt. If you wish to report missing, damaged, or faulty goods, please contact us as soon as possible within 30 days using the form below. If you wish to return anything under our 'Change Your Mind Guarantee' you have up to 14 days to let us know.
Missing, Damaged or Faulty Goods
In the unusual event that anything is missing, damaged or faulty, please apply for a Return Authorisation Number using our 'Returns and Refunds Form' below.
On receipt of this form our Customer Care Team will send you details of how items can be returned to us via a DPD Drop Off Store and will arrange a replacement item if applicable. Should your return exceed the allowed DPD dimensions our Customer Care Team can arrange a collection direct from your preferred location. Alternatively, please call us on 0345 646 1140 Monday – Friday, 8.30am to 5.30pm (excluding Bank Holidays) and we will be happy to arrange the return of your items over the phone.
Our renowned 'Change Your Mind' guarantee...
We understand that sometimes a light doesn't quite look how you imagined it would in your home. Don't worry! If you wish to return anything under our Change Your Mind Guarantee, you have up to 14 days after your delivery has been received to get in touch and receive a full refund. To make sure we refund you correctly, you can only return your items once you have received an authorised Returns Number. Also, it's really important that we received your returns in saleable condition - with all the original manufacturer's packaging (unmarked please!), free bulbs (where applicable), accessories and instructions complete and intact - otherwise this could affect your refund.
As the cost of returning product under our Change Your Mind Guarantee is the responsibility of the buyer, we strongly recommend that all returns should be via a "signed for" service such as:
Once you have received your Returns Authorisation Number from Online Lighting, please securely pack your product using the original outer packaging, removing any address labels, and taking care not to damage or mark the manufacturers packaging in any way. Click on the DPD link provided with your returns reference to arrange to send your items back to us via a DPD Drop Off store. The link will provide you with a barcoded label and details of a drop off point convenient to you. (Please note that without the barcoded label, the DPD drop off store will not be able to accept your package.)
Just follow the simple instructions and once the goods have been received by Online Lighting, checked in and processed (subject to compliance with our terms and conditions), you will be refunded for the goods and any original delivery charge within fourteen days.
If your consignment exceeds the allowed dimensions, or you have difficulty accessing a drop off point, please contact us.
Once you've got your Returns Authorisation Number from Online Lighting, please securely pack up your product using the original outer packaging, removing any address labels. Address your parcels(s) to Returns Department, Online Lighting, 24-26 Vincent Ave, Crownhill, Milton Keynes, MK8 0AB. Then, simply enclose your delivery note within the parcel, marking it Returns Authorisation Number previously issued to you by our customer services team. Take to any Post Office and return via a 2nd Class Recorded Service.
Online Lighting Customer Care Team
We will be happy to organise collection on your behalf via DPD.