Customer Services

Trading as Online Lighting, Mustang Enterprises Ltd was established in 1997, providing high quality lighting products to consumers and the Trade. Our presence as an online retailer started over 15 years ago, and since then we have always provided a fantastic range of products at a competitive price. Our product ranges are comprised of some of the UK's leading lighting distributers, brands such as Dar, Astro, Searchlight and Firstlight are available as well as specialist brands such as elstead. With the combination of our extensive lighting range, along with our easy to use website, we are confident that you will find the lighting that is best suited to you.

For more information please use the tabs above where you will find detailed information on our policies, delivery and courier services. We would like to thanks all of our customers for choosing Online Lighting.

Online Lighting aim to dispatch your goods between 24 / 48 hours after you initially ordered them. If delivery is likely to be longer a member of Mustang Enterprises Ltd. will contact you advising you of an approximate delivery date. It is our strict policy not to take payment for the order until the goods are ready for dispatch. We deliver via courier service who will not accept claims for goods damaged in transit unless the goods are signed for as damaged. Please ensure that you do not sign for goods in good condition unless you are sure the goods are undamaged. All claims for damaged goods must be notified within 48 hours after delivery as no liability for damage can be accepted after this period. Most courier companies will attempt to deliver twice should there be no one available to take delivery and sign for the goods, after these two attempts the goods will be held at the couriers local base for collection, any further delivery attempts or redirection to another address may incur charges from the courier company.

*Delivery Charges:
The delivery charges are as follows (different rates may apply for non UK mainland and overseas delivery as well as some areas of Scotland).

Due to the fragile nature of some of our product ranges, we are unable to dispatch certain products to off shore post codes. If products ordered fall within this criteria a member of the Online Lighting sales team will be in touch.

Handling & Dispatch Time Selected items that offer free delivery are subject to the following conditions. Should your delivery postcode be outside of our standard UK Mainland delivery surcharges will apply as above. If your basket contains an item that qualifies for free delivery and an additional item is added to the basket that does not have free delivery our standard delivery charges will apply. For any additional information please call our offices on 0800 046 9041.

The majority of products we sell on our website will be dispatched within 24 / 48 hours, Mondays to Fridays. In the unlikely event your order is delayed, we will contact you as soon as possible to notify you of an estimated lead time. Many of the Elstead we have listed on our site can often fall outside of our regular dispatch times. This is due to many Elstead products being hand finished in the UK and Italy. Please be aware that delivery can take upwards of 28 working days.

We are proud to have DPD as our parcel carriers. We believe that DPD are at the forefront of courier technology. The functionality that DPD provides, allow us to provide you, the customer, with an unrivalled service. When you order from us you will receive both an email AND SMS text message providing you with a one hour delivery window. You will also have the chance to arrange your delivery to a day that suits you, all from one simple text message or email. You can now also download the DPD app and follow your lights every step of the way.

Welcome to Online Lighting. Our main aim is provide high quality products and low Internet prices. We hope that any queries you may have are answered in the text below.

Contact Details:
Online Lighting welcome you to contact us regarding any queries you may have with our products, service or this website. Our offices are open between 9:00am - 5.00pm GMT Monday - Friday. Closed Bank Holidays

Telephone: 0800 046 9041 - Free Phone
Email: [email protected]

Postal Address:
Mustang Enterprises Ltd.
6 Lintech Court
The Grip
Linton
Cambridge
CB21 4XN

Returns & Faulty Goods:
We always want you to be 100% happy with your purchase and understand that sometimes you may wish to cancel and return your order for a full refund. If this should be the case please advise us in writing via email or letter within 14 days after the day on which you received the goods, that you wish to cancel your order and return the goods. We will then forward you a return form via email for completion and return with your goods. Written requests for cancellation and return received after 14 days unfortunately cannot be accepted.

Cancelled orders MUST be returned by the consumer. The costs for returning an order are the responsibility of the consumer. If the consumer fails to return the goods we will make a charge for our direct costs in obtaining the return of the goods under DSRs regulations. In the case of faulty goods we will arrange a collection of the faulty item for you at our cost.

We would request that goods are received back at our warehouse 6 Lintech Court The Grip Linton Cambridge CB21 4XN or other instructed address within a maximum of 30 days of written cancellation of your order. Refunds will be issued as soon as possible but no longer than 30 Days after cancellation in writing of your order.

Please return items where possible in their original packing in an unused condition as supplied. Consumers have a statutory duty to take reasonable care of goods while in their possession. Where a consumer cancels an order under the DSRs they have a duty to return the goods or make them available for collection. We would consider reasonable care to include ensuring that the goods are not damaged in any way have not been made faulty and are returned complete in a resalable, useable condition. Consumers that do fail to take reasonable care of the goods should be aware that we reserve the right of action against the consumer for breach of the statutory duty to take reasonable care under DSRs regulations

Please note for light fittings that are covered by a manufacturers anti corrosion guarantee these guarantees are null and void if products are installed where there is Salt, Fertilisers and Chemical pollution in the air.

We will usually refund you what you paid for the goods but not the delivery charge except in cases where the order was cancelled under the UK Distance Selling Regulations, or the entire order was faulty.

We ask you to take reasonable care of the goods you purchase while they are in your possession.

If you are returning a non-faulty item, then the cost of returning the item to us is your liability. Please note the item is your responsibility until it reaches us; for your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We cannot refund return items lost in the post.

Business to business, or trade orders, fall outside of our usual website terms. Items purchased as a business to business transaction are deemed non-returnable. This includes orders on which a discount was agreed with the customer prior to ordering the goods.

If you need any further assistance regarding our returns policy please contact our offices Email [email protected] Tel 01223 897210.

We ask that customers check items thoroughly when delivery is made. Faults and damages must be reported to us within 72 hours of delivery so that replacement parts etc can be arranged. Faults and damages reported after 72 hours cannot be accepted.

Lamps And Tubes:
Please note that all fittings that are sold complete with lamps or tubes are on the basis that the Lamps and Tubes are supplied free of charge and are therefore excluded from warranty or damaged on delivery replacement. Due to the very delicate nature of these products we are unable to supply replacements free of charge

Terms & Conditions:

How do I order goods?
We have made buying from Online Lighting as simple as possible. Our shopping basket will store items you have placed within it for up to four hours. Each item for sale will have an order button. When you press this button you are taken to the order-processing page where the item will be automatically added to your basket. To view items in the shopping basket and amend them accordingly simply click on the 'show order' section.

You can input how many of each item you would like, decide to continue shopping, remove an item from the basket or check out and place your secure order. It is at this time you would be asked for your name and address and then your credit card details if the shop has online authorisation.

Accepted Payment:
Paying online is simple, we accept Mastercard, Visa and Switch debit cards. Credit / Debit Card orders are authorised in real time, and an order confirmation email will be sent detailing your order. If you place an offline order you will be contacted by one of our representatives to arrange payment.

Privacy Policy:
Online Lighting will only collect information when ordering from the web site. Details collected will include personal details, credit card details and a delivery address. These details go to our accounts system via a secure server hosted by our payment solution company, ishop. No third party companies or persons will have access to this information and it will only be used by ishop to process the order(s) placed. All information is collected lawfully and in accordance with the Data Protection Act 1998. Any personal data will not be transferred out of the EEA. Other areas of the site that collect information will have an 'opt out' facility. If one is not present (the secure order form) you are assured that your information will not be added to our mailing lists. Customers are only sent emails if they have requested to do so. Online Lighting have or will never pass on your details to third party companies.

We do not send random marketing emails to personal email addresses (spam).

Security Policy:
Online Lighting use ishop as their payment solution company. ishop is an approved payment solution provider for Barclays Merchant Services, Nat West Streamline and The Bank of Scotland, and as such their security systems have been vetted. Security is a main priority for ishop, and everything is done to ensure that any transaction performed through this system is done so safely and 100% securely. The systems are monitored 24 hours a day 7 days a week.

Order Cancellation:
If for any reason you wish to cancel your order, please send written confirmation via letter or email as soon as possible or within 14 days after the day on which you received the goods, that you wish to cancel your order and return the goods. If the item has already been dispatched the goods must be returned at the consumers cost. If you do not we will deduct our direct costs from the refund for the charge of collecting the goods. You will receive a refund within 30 days of written cancellation.

Complaints:
Online Lighting rate customer satisfaction highly. If however you are not happy with the level of service you are receiving from us you may email us on this address [email protected] and we will attend to your comments within five days. During this time we may contact you. Please be aware that we will do all we can to resolve any problems you may have. You will be kept well informed at all times.

Ideally, we aim to resolve complaints within a timescale of seven working days.  If this is not possible because a full investigation has not yet been completed, a progress report will be sent to the complainant. If we, (Mustang Enterprises Limited), are unable to resolve a complaint that you make within eight weeks you can take your complaint to The Retail Ombudsman. This is an independent organisation specialising in providing an alternative dispute resolution service for consumers and retailers. As a member of the organisation, we are bound by their code of practice and they can be contacted via:

Website: www.theretailombudsman.org.uk

Email: [email protected]

Tel: 02031 3782 68

ODR (online dispute resolution) Platform: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=EN

Other Information:

Due to the high number of items on this site, any items ordered that are priced incorrectly will result in the customer being contacted with the option to continue with the order. Please also note, the item pictured on this site may differ than that of the item delivered.

Cookies are used on our site to create and maintain a shopping basket.

In order for our website to function correctly we need to use Cookies.

What are Cookies?
Cookies are simple text files also know as "packets of data" that are stored on your computer to help and aid your overall website experience. They are also used to record visitor movement across the website which allows us to to make improvements which in turn benefit our customers.

How do they work?
When you first come to our site, a cookie is downloaded onto your machine. This cookie will store important information, such as, products added to your basket etc. A cookie is what our site uses to allow you to perform vital functions on our site, such as placing an item into your basket, and checking out.

How do i turn cookies off?
Turning off cookies can sometimes lead to you not being able to enjoy the website you are browsing to its full potential. E.g. if you were to turn off cookies and view our site you would not be able to purchase goods. However, if you wish to turn cookies off you can do so by amending the security levels in your web browser. Please consult the help files for the browser you are using.