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Home /   Customer Services
0800 046 9041 [email protected]
Free Delivery Over £69 to UK Mainland Postcode* Excludes Highlands

Customer Services

Customer Services

  • About Us

  • Delivery & Shipping

  • Our Couriers

  • Contact Us

  • Returns & Faulty Goods

  • Terms & Conditions

  • Privacy & Cookies

  • ABOUT US

    Online Lighting was established in 1997 to provide high quality lighting products to consumers and the trade. Since then, we have always provided a fantastic range of products at competitive prices. Our product ranges include light fittings and light bulbs from some of the UK's leading lighting distributors - our brands include Dar, Searchlight and Firstlight, 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 best suited to your needs.

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

  • Delivery Information

    Here at Online Lighting, we are committed to providing an exceptional delivery service to you, our customer. Our partner, DPD, helps us fulfil this ambition. Any online order placed before 8pm Monday to Thursday; before 4:45pm on Friday or 2pm on a Sunday, will be handled within minutes by our experienced warehouse teams. Our state-of-the-art stock management system helps us to monitor and package all orders carefully and efficiently, and DPD collects from us throughout each day to ensure we meet our pledged delivery times.

    *The small print…

    All our deliveries are subject to stock availability, and a few products are delivered direct by our supplier, so may take a few days longer to arrive. Also, deliveries to the Highlands and Islands may take a little while longer to arrive – see our delivery section further down this page for more information. Finally, we don't work on bank holidays, so those deliveries will be affected; however, you’ll always be notified of any delays to your delivery at the time of ordering - or very shortly after.

    Our delivery schedules and charges:

    delivery shcedule and charges

    What are the likely transit times for my parcel?
    2-3 working days: Most of mainland UK
    4-8 working days: AB36-AB38, AB55, AB56, FK17-FK21, HS1-HS9, IV1-IV32, IV36-IV39, IV40-IV49, IV51, IV52-IV54, IV55, IV56, IV63, KA27, KA28, KW1-KW14, KW15-KW17, PA20, PA21-PA40, PA41-PA49, PA60-PA78, PH19-PH26, PH30-PH41, PH42-PH44, PH49, PH50, ZE1-ZE3

    If you require delivery outside of these areas, please contact us on 0800 046 9041 for an overseas shipping quote.

    Tracking Your Order

    Once your order is placed, you’ll be able to check its progress easily. DPD will contact you directly with your one hour delivery slot, and from there you’ll be able to manage your delivery directly with your DPD agent.

    Your order will be delivered to the address given by you at the time of the order and, unless you have requested otherwise, a signature will be needed at the point of delivery. A card will be left if no-one is available to receive your parcel and you will be able to arrange a re-delivery directly with your DPD agent via their text msg or email service.

    DPD generally aim to deliver by the end of each working day, but parcels typically arrive before noon. This often means you’ll receive your order less than 24 hours after it was placed. In the unlikely event that your goods do not arrive on time, please email us at [email protected] or telephone 0800 046 9041 and we will be happy to investigate on your behalf and resolve any delivery problems. Proof of delivery can be provided by us if needed, including the name of whoever signed for the parcel.

    Further help and advice…

    Installing your products – when to book an electrician

    Online Lighting advise against booking an electrician until you’ve received your order and had the chance to check its condition. In the unlikely event that it is damaged or that items are missing, this might avoid needless call-out charges. Unfortunately, we cannot be responsible for any charges from contractors in the unlikely event that your order is delayed, damaged or that the product you have selected is not suitable for its intended purpose.

    What do I do if I receive damaged goods?

    Lighting products tend to be fragile. However, our highly experience carriers handle such goods every day and we’re confident that our robust packaging will prevent damage to breakable items in transit. Despite our best efforts though, accidents do occasionally happen. Please inspect your order within 24 hours of arrival and report any damage to us within 30 days and we’ll be happy to address any problems and help with the return and replacement of your order.

    Take a look at our Returns & Faulty Goods section for further information on how to request a replacement or return goods to us.

    Do you need any further help or advice about delivery?

    If you have a query about the delivery of your order, please contact our Customer Services Team either by email or telephone:

    • e: [email protected]
    • t: 0800 046 9041 (freephone)
    • f: 0843 317 7821 (business rate)

    We’re open Monday – Friday, 9.00am - 5.00pm and would love to help you out with any questions you might have.

  • 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.

    For the past year we have been taking advantage of the DPD Predict Service which gives our customers a one hour delivery window via SMS Text Message or Email to ensure that your order gets to you on time, and removes the hassle of having to arrange a re-delivery or collection from your local depot. Since the introduction of this service we have seen a dramatic increase in first time deliveries.

    But now, DPD's Predict Service has got even better!!

    Our service now offers you a 30 minute delivery window that you can track all the way with the DPD app. Check out the service in our video. You will still receive your one hour delivery slot via text and email, but now you will be able to follow your parcel on the delivery van via a link sent to you on the morning of delivery. Need to pop to the shops but worried you will miss your parcel? Don't be. You can follow your parcel on any smart phone or desktop computer. The app is free to download so why not give it a try.

  • Contact Us

    Welcome to Online Lighting. We provide high quality lighting products at great 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. We are closed on Bank Holidays

    Telephone: 0800 046 9041 - Freephone
    Email: [email protected]

    Postal Address:
    Online Lighting
    Lyco Group Ltd
    24-26 Vincent Ave
    Crownhill
    Milton Keynes
    MK8 0AB

  • Returns Information

    We want you to be delighted 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. 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 Returns Authorisation Number by contacting us at [email protected] On receipt of this email, our customer services team will contact you to arrange for the collection of damaged or faulty product and organise replacements. Alternatively, you can contact our team directly on 0800 046 9041 Monday – Friday, 9.00am to 5.00pm (excluding Bank Holidays) to organise the return of your items.

    Our '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 receive 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. Please contact our Customer services Team for a Return Authorisation Number by contacting us at [email protected]

    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:

    DPD
    DPD Delivery
    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. Obtain a DPD label addressed to Returns Department, Online Lighting, Lyco Group Ltd, 24-26 Vincent Ave, Crownhill, Milton Keynes, MK8 0AB. Then, simply enclose your delivery note within the parcel, marking it with the Returns Authorisation Number previously issued to you by our customer services team. You can then take the parcel to any named DPD collection point.
    Post Office
    Post Office Delivery
    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, Lyco Group Ltd, 24-26 Vincent Ave, Crownhill, Milton Keynes, MK8 0AB. Then, simply enclose your delivery note within the parcel, marking it with the Returns Authorisation Number previously issued to you by our customer services team. Take the parcel to any Post Office and return via a 2nd Class Recorded Service.
    Online Lighting Collection

    Online Lighting’s customer services team will be happy to organise collection on your behalf from the UK Mainland via DPD.

    • 1 box: £8.99
    • 2 boxes: £10.99
    • 3 boxes: £12.99

    To organise your collection, please contact our team on 0800 046 9041 Monday – Friday 9.00am to 5.00pm (excluding Bank Holidays) or email [email protected] quoting your order number or post code.

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

    Do you need any further help or advice about returns?

    If you have a query about returning your order, please contact our customer services team either by email or telephone:

    • e: [email protected]
    • t: 0800 046 9041 (freephone)
    • f: 0843 317 7821 (business rate)

    We’re open Monday – Friday, 9.00am - 5.00pm and would love to help you out with any questions you might have.

  • Terms & Conditions
    1. Interpretation
      1. In these Conditions:

        BUSINESS means the business carried out by the Buyer at the date of the Contract;

        BUYER means the person, company, partnership or other entity who buys or agrees to buy the Goods from the Seller;

        CATALOGUE means the Seller's current catalogue of products, including any current fliers or other promotional material in paper or electronic format which the Seller may from time to time circulate;

        CONDITIONS mean the terms and conditions of sale set out in this document as may be amended in writing from time to time and any special terms and conditions agreed in writing by the Seller;

        CONSUMER a Buyer that is an individual acting wholly or mainly outside of their business or trade;

        CONTRACT means a contract between the Seller and the Buyer for the sale and purchase of Goods in accordance with these Conditions;

        DELIVERY DATE means the date specified by the Seller when the Goods are to be delivered, or the date on which delivery takes place, whichever is the later;

        DELIVERY DESTINATION means the location specified in a Contract for the delivery of Goods ordered by the Buyer;

        DISPATCH CONFIRMATION an email from the Seller to the Buyer accepting the Buyer’s Offer to Purchase Goods and confirming that such Goods have been dispatched;

        GOODS mean the items which the Buyer agrees to purchase from the Seller from time to time;

        ORDER CONFIRMATION an automatic email from the Seller to the Buyer confirming receipt of the Buyer’s order;

        SELLER means Lyco Group Limited trading as Online Lighting, company number 2923542, current trading address is Lyco Group Ltd, 24-26 Vincent Ave, Crownhill, Milton Keynes, MK8 0AB;

        WEBSITE means any web site owned or operated by the Seller and/or any URL owned and used by the Seller; and

        WORKING DAY means any weekday (i.e. Monday to Friday) on which banks and other financial institutions in the City of London are open for business.

        This page (together with our Privacy Policy) tells you information about us and the legal terms and conditions ("Terms") on which we sell any of the Goods listed on our Website to you.

        These Conditions will apply to any contract between us for the sale of Goods to you. Please read these Conditions carefully and make sure that you understand them, before ordering any Goods from our website. Please note that before placing an order you will be asked to agree to these Conditions. If you refuse to accept these Conditions, you will not be able to order any Goods from our Website.

        We may amend these Conditions from time to time as set out in Clause 8. Every time you wish to order Goods, please check these Conditions to ensure you understand the terms which will apply at that time. These Conditions were most recently updated on 24 January 2018.

        These Conditions, and any Contract between us, are only in the English language.

    2. Information about us
      1. We operate the website www.onlinelighting.co.uk. We are Lyco Group Limited, a company registered in England and Wales under company number 02923542 and with our registered office at Palladium House, 1-4 Argyll Street, London, W1F 7LD United Kingdom. Our VAT number is GB 650 6449 35.
      2. Contacting us if you are a Consumer:
        1. To cancel a Contract in accordance with your legal right to do so as set out in Clause 13, you just need to let us know that you have decided to cancel. The easiest way to do this is to email us at [email protected] or contact our customer services team by telephone on 0800 046 9041 or by post to Online Lighting, Lyco Group Ltd, 24-26 Vincent Ave, Crownhill, Milton Keynes, MK8 0AB. If you are emailing us or writing to us, please include details of your order to help us to identify it. If you send us your cancellation notice by email or by post, then your cancellation is effective from the date you send us the email or post the letter to us.
        2. If you wish to contact us for any other reason, including because you have any complaints, you can contact us by telephoning our customer service team at 0800 046 9041 or by emailing us at [email protected]
        3. If we have to contact you or give you notice in writing, we will do so by email or by pre-paid post to the address you provide to us in your order.
      3. Contacting us if you are a business:
        1. You may contact us by telephoning our customer service team at 0800 046 9041 or by emailing us at [email protected] If you wish to give us formal notice of any matter in accordance with these conditions, please see Clause 23.6.
    3. Our Products
      1. The images of the Goods on our site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflect the colour of the Goods. Your Goods may vary slightly from those images.
      2. The packaging of the Goods may vary from that shown on images on our site.
    4. How we use your personal information

      We only use your personal information in accordance with our Privacy Policy. Please take the time to read our Privacy Policy, as it includes important terms which apply to you.

    5. If you are a Consumer

      This Clause 5 only applies if you are a Consumer.

      1. If you are a Consumer, you may only purchase Goods from our site if you are at least 18 years old.
    6. If you are a business customer

      This Clause 6 only applies if the Buyer is a business.

      1. If you are not a Consumer, you confirm that you have authority to bind any business on whose behalf you use our site to purchase Goods.
      2. These Conditions shall apply to all Contracts to the exclusion of all other terms and conditions, including any terms and conditions which the Buyer may purport to apply under any purchase order, confirmation of order, or similar document.
      3. You acknowledge that in entering into this Contract you do not rely on any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in these Conditions.
      4. You and we agree that neither of us shall have any claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this Contract.
    7. How the contract is formed
      1. All orders for Goods shall be deemed to be an offer by the Buyer to purchase Goods pursuant to these Conditions. Our Website will guide you through the ordering process and will give you due opportunity to check and amend any errors before submitting your order. Please check your order at each stage of the order process.
      2. Any order placed through the Website receives an Order Confirmation but will not be deemed to have been accepted by the Seller until such time as the order has been processed through the Seller's order processing system and the Buyer receives a Dispatch Confirmation.
      3. In the case of a Buyer that is not a Consumer, in the event of a change in ownership of the Business or any part of it, the Buyer shall remain liable for any payment due under the Contract unless otherwise agreed in writing by the Seller.
      4. Once a Contract has been formed, any variation to these Conditions, and any Contract, shall be inapplicable unless agreed in advance in writing by the Seller.
      5. Quotations issued by the Seller, whether on the Website, in the Catalogue or otherwise, do not constitute an offer by the Seller to supply the Goods referred to therein.
      6. The Seller reserves the right to refuse to supply any potential Buyer at any time for any reason.
      7. If we are unable to supply you with a Good, for example because that Good is not in stock or no longer available or because we cannot meet your requested delivery date or because of an error in the price on our Website, we will inform you of this by email and we will not process your order. If you have already paid for the Good(s), we will refund you the full amount including any delivery costs charged as soon as possible.
    8. Our right to vary these terms
      1. We amend these Conditions from time to time. Please refer Clause 1.1 on page one to see when these Conditions were last updated and which Conditions were changed.
      2. Every time you order Goods from us, the Conditions in force at the time of your order will apply to the Contract between you and us.
      3. We may revise these Conditions as they apply to your order from time to time to reflect changes in relevant laws and regulatory requirements.
      4. If we have to revise these Conditions as they apply to your order, we will contact you to give you reasonable advance notice of the changes and let you know how to cancel the Contract if you are not happy with the changes. You may cancel either in respect of all the affected Goods or just the Goods you have yet to receive. If you opt to cancel, you will have to return (we will organise collection at our cost via our own carrier) any relevant Goods you have already received and we will arrange a full refund of the price you have paid, including any delivery charges.
    9. Price
      1. Where the Goods are sold by reference to the Website then the price of the Goods shall be the price stipulated on the Website at the date of the Contract. However due to market conditions prices do fluctuate. For the avoidance of doubt the most current price, and the one that will apply in respect of any Contract, will always be the one displayed on the Website at the time the Contract is formed.
      2. All prices are fixed at the date of the Contract and will only subsequently be varied by agreement in writing by both the Buyer and the Seller.
      3. For the avoidance of doubt, unless otherwise stated, prices quoted for Goods on the Website are shown per item.
      4. The price of a Good includes VAT (where applicable) at the prevailing rate chargeable in the UK for the time being.
      5. All prices quoted or on the Website and all charges referred to in these Conditions are in pounds sterling unless otherwise specified, and all payments must be made in pounds sterling unless otherwise agreed in writing by the Seller.
      6. Whilst the Seller undertakes every effort in order to prevent any errors and / or omissions on the Website, mis-pricing may occur. The Seller reviews all prices as part of its order processing system, and in the event that the product's correct price is lower than that stated on the Website then the Seller will charge the lower amount and process the order accordingly. In the event that the product's correct price is higher than that stated on the Website or the Catalogue (as applicable) then the Seller will, in its entire discretion, either:
        1. contact the Buyer for instructions prior to dispatch of the order; or
        2. cancel the order and notify the Buyer of such cancellation.
      7. The Seller reserves the right to charge such taxation including and without any limitation any charge, tax, duty, levy, impost, withholding or liability wherever chargeable imposed for support of national, state, federal, municipal or local government or any other person or whether of the UK or any other jurisdiction on the Goods in accordance with the Waste Electrical and Electronic Equipment Directive and/or its United Kingdom equivalent.
    10. Delivery, Packing & Handling Charges
      1. Delivery, packing and handling charges are displayed on the web site. These are subject to change and the Seller reserves the right to notify the Buyer of any such change prior to the Delivery Date.
      2. Any date quoted for delivery of the Goods are approximate only and the Seller shall not be liable for any delay in delivery of the Goods howsoever caused.
      3. If you are a Consumer, delivery will be made no more than 30 days after the date of the Dispatch Confirmation unless you and we expressly agree otherwise. Delivery shall take place by such method as the Seller may in its absolute discretion decide, to the Delivery Destination on or as close to the Delivery Date as is reasonably practicable in all the circumstances.
      4. Deliveries shall be made between 9.00am and 5.00pm on any Working Day (Monday to Friday) unless you have expressly agreed and paid for a Saturday or Sunday delivery. This excludes Bank Holidays.
      5. In the event that the Buyer requires a delivery on a day or time outside of the Seller's normal delivery in accordance with Clause 10.4 the Seller reserves the right to make an additional charge, and shall advise the Buyer of such additional charge when the order is confirmed. For the avoidance of doubt, if you are not a Consumer the Delivery Date is approximate only, and time shall not be of the essence for delivery.
      6. Delivery of the Goods shall be deemed to have taken place when they have been delivered to the Delivery Destination and a signature on behalf of the Buyer has been received in respect of the Goods.
      7. In the event that payment for the Goods has been, or is to be, made through the use of a debit or credit card then the Seller reserves the right to only deliver the Goods to the registered address of the holder of that card.
      8. If, for any reason, the Buyer is not a Consumer and is unable to accept delivery of the Goods when the Goods are due and ready for delivery then the Seller may, in its absolute discretion, arrange the storage of the Goods and the Buyer shall be liable to the Seller for the reasonable costs (including insurance) of such storage. This provision is without prejudice to any of the Seller's rights in relation to a failure by the Buyer to take delivery of the Goods or pay for them in accordance with the terms of the Contract.
      9. The Seller reserves the right (in appropriate circumstances) to add a packing and insurance charge to any order placed by a Buyer who is not a Consumer to protect any Goods during transit.

        These Clauses 10.10 to 10.12 only apply if you are a Consumer.

      10. If we miss the 30 day delivery deadline for any Goods (subject to Clause 10.3) then you may cancel your Contract straight away if any of the following apply:
        1. we have refused to deliver the Goods;
        2. delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or
        3. you told us in writing before we accepted your order that delivery within the delivery deadline was essential.
      11. If you do not wish to cancel your order straight away, or do not have the right to do so under Clause 10.10, you can give us a new deadline for delivery, which must be reasonable, and you can cancel your order if we do not meet the new deadline.
      12. If you do choose to cancel your order for late delivery under Clause 10.10, you can do so for just some of the Goods or all of them, unless splitting them up would significantly reduce their value. If the Goods have been delivered to you, you will have to return them to us or allow us to collect them, and we will pay the costs of this. After you cancel your order we will refund any sums you have paid to us for the cancelled Goods and their delivery.
    11. Terms of payment
      1. The Buyer shall make payment to the Seller for any orders in advance through one or more of the following mechanisms:
        1. authorised credit card;
        2. authorised debit card;
      2. In the event that the Buyer makes payment for the Goods through either an authorised credit card or an authorised debit card then whilst the Seller shall use all reasonable precautions to protect and maintain secure the details of such credit or debit card, the Seller shall not be liable for any losses incurred or sustained by the Buyer howsoever caused. In the event that the Buyer discovers that any Goods have been ordered and paid for by persons unauthorised by the Buyer using the Buyer's credit or debit card then the Buyer undertakes to inform the Seller, and (without prejudice to Clause 6.1) the Seller undertakes to use its reasonable endeavours to assist the Buyer in connection with such unauthorised use.
      3. In the event that the Buyer receives any communication informing you that any of our details, including our account details for payment or other remittance advice have changed, you must contact our customer services team (on 0800 046 9041, or [email protected]) to verify the authenticity of that communication prior to taking any action in case it is fraudulent or otherwise does not originate from the Seller.
    12. Breakages, cancellations and returns

      This Clause 12 applies if the Buyer is not a Consumer

      1. The Seller must be notified of any defect in the quality or condition of the Goods within 30 days of receipt of the Goods by the Buyer.
      2. In the event that the Goods are standard items i.e. Goods on the Website, then the Buyer may cancel the contract within 14 days from the date of receipt by contacting the Seller's Customer Support Team at [email protected] or by telephone 0800 046 9041, whereupon the Seller can make arrangements with the Buyer for the collection of the goods at the customer’s expense via our carrier. Alternatively, the customer can return the products themselves at their expense via a signed for service. Goods cannot be returned without an Authorised Returns Number. The Buyer is responsible for return postage costs unless a product proves to be faulty.
      3. Any items returned by the Buyer under the provisions of Clause 12.2 must be returned within 14 days. Good(s) must be returned in a totally resalable condition with all packaging, accessories and instructions complete and intact. If products and their packaging are not returned in a satisfactory condition, including damage caused as a result of insufficient packaging by the consumer for the return transition to us, we are permitted by law to refuse a refund or reduce your refund accordingly to take into consideration the reduction in value of the Good(s).
      4. For the avoidance of doubt, the right of cancellation contained in Clause 12.2 shall not apply to any Goods which are not standard stocked items (i.e. Specials) or Goods described on the Website as “Made to order”. “Made to order” Goods cannot be cancelled or returned once the order is accepted. By ordering the Goods the Buyer will have entered into a binding contract to buy the Goods and cannot cancel that contract. Once the Goods have been delivered the Buyer can only return them if they are faulty or damaged.
      5. The Seller may cancel any Contract at any time before the Goods are delivered. On giving such notice the Seller shall promptly repay to the Buyer any sums paid in respect of the Goods less an administration fee. Without prejudice to the limitation of liability under Clause 17, the Seller shall not be liable for any loss or damage whatever arising from any cancellation in accordance with this Clause.
      6. The Buyer may not withhold payment of any invoice or other amount due to the Seller under this Contract by reason of any right of set-off or counterclaim which the Buyer may have or alleged to have for any reason whatsoever. All refunds shall be credited to the Buyer in accordance with Clause 12.7 below.
      7. Any monies due to the Buyer by the Seller as a result of any return of Goods under this Clause 12 shall be refunded within 30 days of receipt by the Seller of the returned Goods through the same method as which payment for the Goods was originally made, save that such refund shall only extend to delivery or insurance charges rendered in respect of the Goods in the event that the Goods are being returned as a result of breakages or fault. In that event, where the value (in pounds sterling) of the Goods returned is less than the entire value of the Goods ordered under any one particular Contract the Seller reserves the right to only refund to the Buyer the same percentage of the delivery or insurance charges as the value of the Goods returned represented to the value of all Goods ordered under the Contract. By way of illustration only, if the value of all Goods under a particular Contract is £100.00, and £50.00 of those Goods are returned, then the Seller reserves the right to only refund 50% of the delivery and insurance charges for those Goods under that Contract. The Seller shall not be liable for any delays in payment caused by the Seller and/or the Buyer's Bank.
      8. Where the Seller arranges for the return of Goods from the Buyer through the Seller's nominated carrier then the Buyer undertakes to ensure that the Goods are packaged in a manner suitable for safe transportation and are available for collection by the nominated carrier during normal business hours. In the event that the nominated carrier attempts to collect the Goods during normal business hours and is unable to do so (other than at times previously notified by the Buyer to the Seller as being times at which the nominated carrier would not be able to collect the Goods) then the Seller reserves the right to charge the Buyer for the costs incurred through the nominated carrier's inability to collect. Further, in the event that the Goods are damaged in transit on their return to the Seller as a result of poor or insufficient packaging on the part of the Buyer, or are not complete, then the Seller reserves the right not to credit or otherwise refund the Buyer in respect of (in the event that the Goods are being returned for a refund), or replace (in the event that the Goods are being returned for the purposes of replacement), such damaged Goods.
      9. Where the Buyer arranges for the return of Goods from the Seller through the Buyer's nominated carrier then the Buyer undertakes to ensure that the Goods are packaged in a manner suitable for safe transportation. Return of the goods shall be deemed to have taken place when they have been delivered to the Seller and a signature on behalf of the Seller has been received in respect of the Goods. In the event that the Goods are damaged in transit on their return to the Seller or are not complete, then the Seller reserves the right not to credit or otherwise refund the Buyer in respect of (in the event that the Goods are being returned for a refund), or replace (in the event that the Goods are being returned for the purposes of replacement), such damaged Goods.
    13. Your Consumer right of return and refund

      This Clause 13 only applies if you are a Consumer.

      1. If you are a Consumer, you have a legal right to cancel a Contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the period set out below in Clause 13.3. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a Good(s), you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract is available from your local Citizens' Advice Bureau or Trading Standards office.
      2. However, this cancellation right does not apply in the case of:
        1. any bespoke or made to order Goods; or
        2. any Goods which become mixed inseparably with other items after their delivery.
      3. Your legal right to cancel a Contract starts from the date of the Dispatch Confirmation (the date on which we email you to confirm our acceptance of your order), which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered, as set out in the table below:
        Your ContractEnd of the cancellation period
        Your Contract is for a single Good (which is not delivered in instalments on separate days). The end date is the end of 14 days after the day on which you receive the Good.

        Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the Good on 10 January you may cancel at any time between 1 January and the end of the day on 24 January.

        Your Contract is for either of the following: one Good which is delivered in instalments on separate days multiple Goods which are delivered on separate days.

        The end date is 14 days after the day on which you receive the last instalment of the Good or the last of the separate Goods ordered.

        Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the first instalment of your Good or the first of your separate Goods on 10 January and the last instalment or last separate Good on 15 January you may cancel in respect of all instalments and any or all of the separate Goods at any time between 1 January and the end of the day on 29 January.

        Your Contract is for the regular delivery of a Good over a set period. The end date is 14 days after the day on which you receive the first delivery of the Good.

        Example: if we provide you with a Dispatch Confirmation on 1 January in respect of Goods to be delivered at regular intervals over a year and you receive the first delivery of your Good on 10 January, you may cancel at any time between 1 January and the end of the day on 24 January. 24 January is the last day of the cancellation period in respect of all Goods to arrive during the year.

      4. To cancel a Contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to email us at [email protected] or contact our customer services team by telephone on 0800 046 9041 or by post to Online Lighting, Lyco Group Ltd, 24-26 Vincent Ave, Crownhill, Milton Keynes, MK8 0AB. If you are emailing us or writing to us please include details of your order to help us to identify it. If you send us your cancellation notice by email or by post, then your cancellation is effective from the date you send us the email or post the letter to us. For example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation period or email us before midnight on that day.
      5. If you cancel your Contract we will:
        1. refund you the price you paid for the Goods. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop and therefore render the good(s) unsaleable.
        2. refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of a Good within 3-5 days at one cost but you choose to have the Good delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
        3. make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
          1. if you have received the Good and we have not offered to collect it from you: 14 days after the day on which we receive the Good back from you or, if earlier, the day on which you provide us with evidence that you have sent the Good back to us. For information about how to return a Good to us, see Clause 13.8;
          2. if you have not received the Good or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the Contract.
      6. If you need to return Goods to us under this Clause 13 because they are faulty or mis-described, we will refund the price of the Goods in full, together with any applicable delivery charges. We will organise the collection of the goods via our carrier at our expense.
      7. We will refund you on the credit card or debit card used by you to pay. If you used vouchers to pay for the Good we may refund you in vouchers.
      8. If a Good has been delivered to you before you decide to cancel your Contract:
        1. then you must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. You can either send it back, return it to us in-store or hand it to our authorised carrier. Please see our Returns & Faulty Goods section for details of our returns procedure. If we have offered to collect the Good from you, we will collect the Good from the address to which they were delivered. We will contact you to arrange a suitable time for collection;
        2. unless the Good is faulty or not as described (in this case, see Clause 13.6), you will be responsible for the cost of returning the Goods to us. If the Good is one which cannot be returned by post, we estimate that if you use the carrier which delivered the Good to you, these costs should not exceed the sums we charged you for delivery. If we have offered to collect the Good from you, we will charge you the direct cost to us of collection;
      9. Because you are a Consumer, we are under a legal duty to supply Goods that are in conformity with this Contract. As a Consumer, you have legal rights in relation to Goods that are faulty or not as described. These legal rights are not affected by your right of return and refund in this Clause 13 or anything else in these Conditions. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.
    14. Product availability
      1. In the event that the Buyer orders a Good which is unavailable, for whatever reason, then the Seller at its absolute discretion reserves the right to contact the Buyer to offer to:
        1. supply a suitable alternative Good; or
        2. make a partial shipment of the remainder of Goods ordered by the Buyer.
      2. The Buyer is under no obligation to accept either of the alternatives in sub-Clauses 14.1.1 or 14.1.2, and may, in its absolute discretion cancel the entire order.
      3. In the event the Buyer cancels the contract under Clause 14.2 the Seller shall return monies paid by the Buyer in accordance with Clause 12.5.
      4. The Seller shall not be liable for failure to supply the Goods in the event the Buyer chooses to cancel the order under Clause 14.2.
      5. The Seller shall not be liable for any costs incurred by the Buyer for the booking of an installation contractor where a delay in the delivery of products occurs or where there is a problem with the delivered items. The Seller advises that the Buyer does not book a contractor until the goods have been received and checked.
    15. Pricing errors, changes, special offers, free gifts, savings, product descriptions
      1. Any special offers specified on the Website may be limited in their quantities and are therefore subject to availability. In the event that there is no further availability of a special offer, then the Seller may, in its absolute discretion, contact the Buyer and offer for sale a similar alternative.
      2. Any free gifts specified on the Website are subject to availability and the Seller reserves the right to make suitable substitutions without prior notice to the Buyer.
      3. Any savings (whether actual or percentage) indicated on the Website are calculated by reference to the manufacturer's list prices and are shown as a guide and are given in good faith.
      4. Any technical descriptions, measurements, images or other data relating to any products on the Website are for general guidance only and may be subject to alteration by the Seller without prior notice to the Buyer.
      5. For the avoidance of doubt, and without prejudice to the limitation of liability in Clause 17, the Seller shall not be liable to the Buyer for any inaccuracies, errors, product availability or otherwise under this Clause 15.
    16. Risk and Title
      1. Risk in the Goods shall pass to the Buyer:
        1. when the Goods are delivered to the Delivery Destination; or
        2. if the Goods are kept at the Seller's premises under the provisions of 4.6, or otherwise to the Seller's order, upon collection of the Goods by the Buyer, or upon the expiry of seven (7) days from the Seller's written notice to the Buyer that the Goods are ready for delivery, whichever is the earlier.
      2. The Seller accepts no responsibility for any loss, damage or shortage which may occur to the Goods after risk has passed to the Buyer, and in the event that the Buyer has a claim arising in respect of any loss, damage or shortage arising during transit, then such claim should be notified to both the Seller and the carrier within 30 days of receipt of Goods. The Buyer undertakes in such circumstances to comply in full with the carrier’s standard conditions for claims for damage, shortage or loss in transit, and, where the Buyer is not a Consumer, agrees to indemnify the Seller against any loss resulting from a failure to so comply.
      3. Notwithstanding that delivery may have taken place and / or risk in the Goods may have passed to the Buyer, title to the Goods shall not pass to the Buyer until such time as the Seller has received cleared funds for full payment of the price of the Goods and all other goods agreed to be sold by the Seller to the Buyer for which payment is then due.
      4. Until such time as title in the Goods passes to the Buyer :
        1. the Buyer shall hold the Goods as the fiduciary agent and bailee of the Seller, and shall keep the Goods separate from those of the Buyer and third parties, and shall keep the Goods properly stored, protected and insured against all normal risks, and identified as the Seller's property, but shall be entitled to use the Goods in the ordinary course of its business (save that such entitlement may be terminated forthwith by notice from the Seller to the Buyer, and shall automatically terminate without notice in the event of an Event of Default (as defined in Clause 6.4);
        2. in the event of a liquidator or receiver being appointed then they shall pay into a separate bank account any sums received from third parties in respect of the sales to them of Goods by the Buyer up to the amount of any indebtedness of the Buyer to the Seller for the sole benefit of the Seller); and
        3. provided that the Goods are still in existence and have not been sold by the Buyer in accordance with Clause 16.4.1 above, the Seller shall be entitled at any time to require the Buyer to deliver up the Goods to the Seller, and if the Buyer fails to do so forthwith to enter upon any premises of the Buyer or any third party where the Goods are stored and repossess the Goods.
      5. Any Goods repossessed by the Seller may be resold on such terms as the Seller may in its absolute discretion determine and the Buyer shall remain liable to the Seller for the difference between the net proceeds or such resale and all outstanding sums due to the Seller in respect of the Goods and for all costs and expenses incurred by the Seller in repossessing, storing, insuring and re-selling the same.
      6. The Buyer shall not pledge in any way, charge by way of security for any indebtedness for any of the Goods which remain the property of the Seller. Without prejudice to the other rights of the Seller, in the event that the Buyer purports to do so then all sums whatever owing to the Seller by the Buyer shall immediately become due and payable.
        THE BUYER'S ATTENTION IS DRAWN IN PARTICULAR TO THE PROVISIONS OF CLAUSE 17
    17. Limitation of liability if you are not a Consumer

      This Clause 17 applies only if you are not a Consumer.

      1. Always subject to the provisions of Clause 17.5, the Seller shall be under no liability to the Buyer:
        1. in respect of any defect arising from wear and tear, wilful damage, negligence, abnormal working conditions, a failure to follow the Seller's instructions (whether oral or in writing), misuse or alteration or repair of the Goods without the Seller's approval;
        2. whatsoever in the event that the full price (including VAT, delivery, insurance and other charges payable in accordance with the Conditions) for the Goods has not been paid by the due date for payment.
      2. Where any valid claim in respect of any of the Goods based on any defect in the quality or condition of the Goods or their failure to meet their specification is notified to the Seller in accordance with these Conditions then
        1. where the Buyer is not dealing as a Consumer, then the Seller, at its sole discretion, be entitled to refund to the Buyer the price of the Goods (or a proportionate part thereof) repair or replace the Goods (or the part in question) at no addition cost to the Buyer; but upon the Seller undertaking either of the steps in this Clause 17.2 the Seller shall have no further to the Buyer.
      3. Subject to the provisions of Clause 17.5, but notwithstanding any other provision of these conditions, the Seller shall not be liable to the Buyer by reason of any representation or implied warranty, condition or other term or any duty at common law, or under the express terms of these conditions or any contract, for any consequential loss or damage, whether for loss of profit or otherwise, and whether occasioned by the negligence of the Seller, its directors, servants, agents and employees arising out of or in connection with any act or omission of the Seller relating to the supply of the Goods or their use by the Seller.
      4. The Seller shall have no liability to the Buyer for loss of revenue, bargain, profit, anticipated savings, contract, business, expectation, use, production, or goodwill; any costs, expenses, liabilities, or commitments waste, suffered, incurred or entered into in reliance on the contract; any costs of purchasing substitutes or replacements for the goods elsewhere; any costs of contractors for installation or removal of any product within the contract for whatsoever reason, any special, indirect or consequential losses; your liability to any third party; or loss or damage suffered by any third party
      5. Without prejudice to the generality of Clause 17.3, but subject always to the provisions of Clause 17.8, the entire liability of the Seller to the Buyer under any one contract shall be limited to the value of the Goods under that contract.
      6. The Seller shall have no liability to pay any money to the Buyer by way of compensation other than any refund the Seller makes under these conditions. Liability to the Buyer shall not in any event include losses related to any business, such as loss of profits or business interruption, neither will the Seller be responsible to the Buyer for any other loss which is not a foreseeable consequence of the Seller being in breach of these Terms and Conditions or legal duties.
      7. Goods sold by the Seller are intended for use in the UK only and, if the Buyer wishes to take or use the goods abroad, it is the Buyer’s sole responsibility to confirm that the goods intended to be used outside of the UK comply with any laws, regulations or other standards applicable of the said country outside the UK. All goods are sold in accordance with the manufacturer’s specifications and are subject to any qualifications, representations or instructions contained in the documentation associated with the goods. For the avoidance of doubt any goods purchased for use abroad are still bound by the Seller’s Returns policy. Goods must be checked and damages or errors notified within 30 days of receipt. For Goods that are dispatched to an address outside of the United Kingdom or are subsequently taken abroad by the Buyer, it is the sole responsibility of the Buyer to manage and pay for any transportation back to the UK should the Buyer wish to return the Goods for any reason. In the event that Goods are collected by or on behalf of the Buyer, the Seller defines that the Buyer is in receipt of the Goods once they leave the Seller’s premises.
      8. Nothing in these Conditions or any Contract shall be deemed to limit or otherwise restrict the liability of the Seller to the Buyer for:
        1. any death or personal injury caused as a result of the negligence of the Seller, its directors, servants, agents and employees;
        2. fraud or fraudulent misrepresentation.
    18. Our liability if you are a Consumer

      This Clause 18 only applies if you are a Consumer.

      1. If we fail to comply with these Conditions, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Conditions or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this contract.
      2. We only supply the Goods for domestic and private use. You agree not to use the Goods for any commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
      3. We do not in any way exclude or limit our liability for:
        1. death or personal injury caused by our negligence;
        2. fraud or fraudulent misrepresentation;
        3. any breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession);
        4. any breach of the terms implied by section 13 to 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples); and
        5. defective products under the Consumer Protection Act 1987.
    19. Events outside our control
      1. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by an Event Outside Our Control. An Event Outside Our Control is defined below in Clause 19.2.
      2. An "Event Outside Our Control" means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks, impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport, import or export regulations or embargoes, difficulties in obtaining raw materials, labour, fuel, parts or machinery or power failure or breakdowns in machinery.
      3. If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract:
        1. we will contact you as soon as reasonably possible to notify you; and
        2. our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Goods to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.
      4. You may cancel a Contract affected by an Event Outside Our Control which has continued for more than 30 days. To cancel please contact us. If you opt to cancel, you will have to return (at our cost) any relevant Goods you have already received, and we will refund the price you have paid, including any delivery charges.
    20. Copyright and other intellectual property rights
      1. All content included on the Website and in the Catalogue, such as text, graphics, logos, buttons, icons, photographs, images and software is the property of the Seller or its content suppliers and is protected by United Kingdom and international copyright and database right laws. The Buyer may not extract and / or re-utilise parts of the content of the Website or the Catalogue without the Seller's express written consent, save that it may print out, or otherwise electronically copy, one or more sections of the Website or Catalogue for the express purpose of placing an order with the Seller.
      2. All other trademarks, product names, company names, logos and get-ups remain the property of the Seller or their respective owners and may not be used or reproduced by the Buyer under any circumstances whatsoever.
    21. Export Terms

      The Buyer shall be responsible for complying with any legislation or regulations governing the importation of the Goods into the country of destination and for the payment of any duties on them.

    22. Re-Sale of Goods

      Any Goods ordered by the Buyer may not be sold by the Buyer to a third party unless previously agreed in writing with the Seller.

    23. General Terms
      1. These Conditions, and any Contract based hereon, shall be governed by and construed in accordance with the provisions of English law, and the parties hereby submit to the non-exclusive jurisdiction of the English Courts in determining any dispute arising herefrom.
      2. No forbearance or indulgence by the Seller shown or granted to the Buyer whether in respect of these Conditions or otherwise shall in any way affect or prejudice the rights of the Seller against the Buyer or be regarded as any waiver of any of these Conditions.
      3. The Seller reserves the right to sub-contract the whole or any part of any Contract.
      4. Any provision of these Conditions or any Contract which is, or may be, void or unenforceable shall, to the extent of such invalidity or unenforceability be deemed severable and shall not affect any other provision the contract.
      5. The provisions of the Contract (Rights of Third Parties) Act 1999 shall not apply to these Conditions or any Contract and any person who is not a party to these Conditions or the Contract shall have no rights under that Act to enforce any term thereof.
      6. Any notice under or in connection with these Conditions or any Contract shall be in writing and shall be served by first class post or by hand on the party or sent by recorded delivery to the address of the party set out in the Contract or at such other address as may subsequently be notified by one party to the other, and in the absence of any evidence of earlier receipt any notice shall be deemed to have been received:
        1. if delivered by hand when left at the address for service; or
        2. if sent by first class post or recorded delivery, on the second day after posting.
    24. Items Excluded from Promotions/Sales

      For a full list of items excluded from promotions and sales please call: 0800 046 9041 or email customer services: [email protected]

    25. Divisibility Clause

      This Clause 25 is applicable only if the Buyer is not a Consumer.

      This contract is divisible. Each delivery made hereunder shall be deemed to arise from a separate contract and shall be invoiced separately; any invoice for a delivery shall be payable in full in accordance with the terms of payment provided for herein, without reference to and notwithstanding any defect of default in delivery of any other instalment.

    Company Reg Number: 2923542
    VAT Number: GB 650 6449 35
    Registered Address: 1-4 Argyll Street, London, W1F 7LD.
  • Privacy & Cookies

    LYCO GROUP LIMITED EXTERNAL PRIVACY NOTICE

    This privacy notice was last updated on: 14/06/2018

    INTRODUCTION

    Welcome to the Lyco Group Limited’s privacy notice. Lyco Group Limited, trading as Online Lighting respects your privacy and is committed to protecting your personal data. This privacy notice will inform you as to how we look after your personal data, about your privacy rights and how the law protects you.

    This privacy notice is provided in a layered format so you can click through to the specific areas set out below. Please also use the Glossary to understand the meaning of some of the terms used in this privacy notice.

    1. IMPORTANT INFORMATION AND WHO WE ARE
    2. THE DATA WE COLLECT ABOUT YOU
    3. HOW IS YOUR PERSONAL DATA COLLECTED
    4. HOW WE USE YOUR PERSONAL DATA
    5. DISCLOSURES OF YOUR PERSONAL DATA
    6. INTERNATIONAL TRANSFERS
    7. DATA SECURITY
    8. DATA RETENTION
    9. YOUR LEGAL RIGHTS
    10. GLOSSARY

    1. IMPORTANT INFORMATION AND WHO WE ARE

    1.1 Purpose of this privacy notice

    This privacy notice aims to give you information on how Lyco Group Limited collects and processes your personal data through your use of our website, including any data you may provide through our website when you sign up to our newsletter, purchase a product or service or take part in a competition. We can also collect and process your personal data through the contact we have with you, by telephone, email and post. This website is not intended for children and we do not knowingly collect data relating to children.

    It is important that you read this privacy notice together with any other privacy notice or fair processing notice we may provide on specific occasions when we are collecting or processing personal data about you, so that you are fully aware of how and why we are using your data. This privacy notice supplements the other notices and is not intended to override them.

    1.2 Controller

    Lyco Group Limited is the controller and responsible for your personal data (referred to as “we”, “us” or “our” in this privacy notice). We do not have a data protection officer (DPO), but if you have any questions about this privacy notice, including any requests to exercise your legal rights, please do contact us using the details set out below.

    1.3 Contact details

    Our full details are:

    Full name of legal entity: Lyco Group Limited, trading as Online Lighting, a company registered in England and Wales with company number 02923542, whose registered office address is Palladium House, 1-4 Argyll Street, London, W1F 7LD. Our trading address is 24 – 26 Vincent Avenue, Crownhill, Milton Keynes MK8 0AB.

    Person who correspondence should be addressed to in respect of data protection: Data Protection Manager

    Email address: [email protected]

    Postal address: 24 – 26 Vincent Avenue, Crownhill, Milton Keynes MK8 0AB.

    You have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO, so please contact us in the first instance.

    1.4 Changes to the privacy notice and your duty to inform us of changes

    This version was last updated on the date stated at the beginning of this privacy notice and historic versions can be obtained by contacting us.

    It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

    1.5 Third-party links

    Our website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.

    2. THE DATA WE COLLECT ABOUT YOU

    Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data). For the full definition of personal data, click here

    We may collect, use, store and transfer different kinds of personal data about you which we have grouped together follows:

    • Identity Data includes name and title
    • Contact Data includes billing address, delivery address, email address and telephone number.
    • Transaction Data includes details about payments to and from you and other details of products and services you have purchased from us.
    • Technical Data includes your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website.
    • Profile Data includes your username (but not your password as this is encrypted and we have no access to it), purchases or orders made by you, your interests, preferences, feedback and survey responses.
    • Usage Data includes information about how you use our website, products and services.
    • Marketing and Communications Data includes your preferences in receiving marketing from us or third parties on our behalf and your communication preferences.

    We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity.

    For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature or we may aggregate your Transaction Data, to conduct market analysis. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.

    Our payment service provider collects, uses and stores your Financial Data, which includes your bank account and payment card details and your Transaction Data, which includes payments to and from you. We do not collect your Financial Data from you or store it, even though our order process requires you to submit your Financial Data to purchase a product from us.

    We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.

    2.1 If you fail to provide personal data

    Where we need to collect personal data by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with goods or services). In this case, we may have to cancel a product or service you have with us, but we will notify you if this is the case at the time.

    3. HOW IS YOUR PERSONAL DATA COLLECTED?

    We use different methods to collect data from and about you including through:

    • Direct interactions. You may give us your Identity, Contact, Profile and Marketing and Communications Data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:
      • apply for our products or services;
      • create an account on our website;
      • request marketing to be sent to you;
      • enter a competition, promotion or survey;
      • return a product to us; or
      • give us some feedback
    • Automated technologies or interactions. As you interact with our website, we may automatically collect Technical Data about your IT/computer equipment, browsing actions and patterns and your Usage Data in respect of your use of our website. We collect this personal data by using cookies, server logs and other similar technologies. We may also receive Technical Data about you if you visit other websites employing our cookies. Please see our Cookie Policy for further details.
    • Third parties or publicly available sources. We may receive personal data about you from various third parties and public sources as set out below:
      • Technical Data from providers of analytics such as Google based outside the EU.
      • Technical Data from providers of marketing services such as Google Adwords based outside of the EU.
      • Identity, Contact, Financial and Transaction Data from providers of technical and payment services based inside and outside of the EU, such as Sage Pay.
      • Identity and Contact Data from providers of delivery and shipping services based inside and outside the EU, such as DPD.
      • Identity and Contact Data from publicly availably sources such as Companies House and the Electoral Register based inside the EU.
      • Identity Data from Feefo, who provide us with feedback collection services, based inside the EU.

    4. HOW WE USE YOUR PERSONAL DATA

    We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

    • Where we need to perform the contract we are about to enter into or have entered into with you.
    • Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests. For example, we rely on our legitimate interests, in relation to any direct marketing we may carry out.
    • Where we need to comply with a legal or regulatory obligation.

    Click here to find out more about the types of lawful basis that we will rely on to process your personal data.

    Generally we do not rely on consent as a legal basis for processing your personal data but where we do so, you have the right to withdraw consent at any time by contacting us. Please also click here for further information.

    4.1 Purposes for which we will use your personal data

    We use your personal data in the following ways:

    • personal data that you provide to us is used to:
      • provide you with the information, products and services that you request from us (including in relation to returning a product)
      • manage and administer our business
      • review and improve our goods and services
      • provide you with marketing information in accordance with your marketing preferences (click here for further information)
    • personal data that we receive from third parties (if any) is combined with the personal data that you provide to us and used for the purposes described above.
    • personal data about your use of our website is used to:
      • administer our website and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes
      • to improve our website to ensure that content is presented in the most effective manner for you and for your computer or mobile device
      • to allow you to participate in interactive features of our website, when you choose to do so
      • as part of our efforts to keep our website safe and secure
      • to provide website support services to you
      • to measure or understand the effectiveness of advertising we serve to you and others, and to deliver relevant advertising to you
      • to make suggestions and recommendations to you and other users of our website about goods or services that may interest you or them

    4.2 How we use your personal data for marketing

    We will add your details to our marketing database if:

    • you make an enquiry (on-line or offline) about our goods and services
    • you buy our goods and services
    • you have registered an account on our website and have indicated during the sign up process that you are happy to receive marketing communications

    We may send you marketing communications by email, telephone, automated calls, text message or post.

    You can ask us to only send you marketing communications by particular methods (for example, you may be happy to receive emails from us but not telephone calls), or you may ask us not to send you any marketing communications at all.

    We may ask you to indicate your marketing preferences when you first register an account on our website or when you first make an enquiry off-line. You can check and update your current marketing preferences at any time by logging into your account on our website or by contacting us.

    4.3 Cookies

    Our website uses cookies to distinguish you from other users of the website. For detailed information on the cookies we use and the purposes for which we use them see our Cookie Policy.

    4.4 Change of purpose

    We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.

    If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so. If this requires your consent, you are not required to give your consent just because we ask for it. If you do give your consent, you can change your mind and withdraw it at a later date by contacting us.

    Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

    5. DISCLOSURES OF YOUR PERSONAL DATA

    We may have to share your personal data with the parties set out below for the purposes set out in paragraph 4 above.

    • External Third Parties as set out in the Glossary.
    • Third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy notice.

    We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

    6. INTERNATIONAL TRANSFERS

    6.1 Some of our external third parties are based outside the EEA or their processing operations are based outside of the EEA (for our delivery and shipping providers), so their processing of your personal data will involve a transfer of data outside the EEA.

    6.2 Whenever we transfer your personal data out of the EEA, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:

    6.2.1 Subject to paragraphs 6.2.2 - 6.2.5 (inclusive) below, We will only transfer your personal data to countries that have been deemed to provide an adequate level of protection for personal data by the European Commission. For further details, see European Commission: Adequacy of the protection of personal data in non-EU countries (https://ec.europa.eu/info/law/law-topic/data-protection/data-transfers-outside-eu/adequacy-protection-personal-data-non-eu-countries_en).

    6.2.2 Where we use certain service providers, we may use specific contracts approved by the European Commission which give personal data the same protection it has in Europe. For further details, see European Commission: Model contracts for the transfer of personal data to third countries (https://ec.europa.eu/info/law/law-topic/data-protection/data-transfers-outside-eu/model-contracts-transfer-personal-data-third-countries_en).

    6.2.3 Where we use providers based in the US, we may transfer data to them if they are part of the Privacy Shield which requires them to provide similar protection to personal data shared between Europe and the US. For further details, see European Commission: EU-US Privacy Shield (https://ec.europa.eu/info/law/law-topic/data-protection/data-transfers-outside-eu/eu-us-privacy-shield_en).

    6.2.4 We will only transfer your personal data to countries in respect of which there is no adequacy decision referred to in paragraph 6.2.1 or in respect of transfers to the US, where the provider is not a part of the Privacy Shield under paragraph 6.2.3, if we, or our processor, has provided appropriate safeguards in relation to the transfer, and enforceable data subject rights and effective legal remedies are available. If you would like to know what the relevant safeguards are, please contact us.

    6.2.5 Where there is no adequacy decision referred to in paragraph 6.2.1 or safeguards referred to in paragraph 6.2.4, or, in respect of transfers to the US, the provider is not a part of the Privacy Shield under paragraph 6.2.3, we will only transfer your personal data if:

    6.2.5.1 you have explicitly consented to the proposed transfer, and have been informed of the risks of such transfer due to the absence of an adequacy decision and appropriate safeguards;

    6.2.5.2 the transfer is necessary for the performance of a contract between us or due to pre-contractual measures taken at your request;

    6.2.5.3 the transfer is necessary for the conclusion or performance of a contract concluded in your interests between us and a third party; or

    6.2.5.4 we are otherwise in compliance with applicable law.

    7. DATA SECURITY

    We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

    We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

    8. DATA RETENTION

    How long will you use my personal data for?

    We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

    To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and any legal and contractual requirements we are subject to for example:

    - in relation to any guarantee we have offered, we will need to retain your data for the term of the guarantee;

    - by law we have to keep basic information about our customers (including Contact, Identity and Transaction Data) for six years after they cease being customers for tax purposes.

    We may also be subject to contractual requirements with our external third parties that specify how long we need to store your personal data for.

    In some circumstances you can ask us to delete your data: see Request erasure below for further information.

    In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes, in which case we may use this information indefinitely without further notice to you.

    9. YOUR LEGAL RIGHTS

    Under certain circumstances, you have rights under data protection laws in relation to your personal data. Please click on the links below to find out more about these rights:

    • Request access to your personal data.
    • Request correction of your personal data.
    • Request erasure of your personal data.
    • Object to processing of your personal data.
    • Request restriction of processing your personal data.
    • Request transfer of your personal data.
    • Right to withdraw consent.

    If you wish to exercise any of the rights set out above, please contact us.

    9.1 No fee usually required

    You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.

    9.2 What we may need from you

    We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

    9.3 Time limit to respond

    We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

    10. GLOSSARY

    10.1 Controller means, unless otherwise provided by law, the natural or legal person, public authority, agency or other body which, alone or jointly with others, determines the purposes and means of the processing of personal data.

    10.2 Lawful Basis

    Legitimate Interest means conducting and managing our business in our interests, or the interests of a third party. In addition to direct marketing, our interests also include, for example, our internal administrative purposes and ensuring network and information security. Whether a particular legitimate interest may exist can also depend on the relationship we have with you (for example, where you are a customer of ours).

    We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests or the interests of a third party. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us.

    Performance of Contract means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract.

    Comply with a legal or regulatory obligation means processing your personal data where it is necessary for compliance with a legal or regulatory obligation that we are subject to.

    10.3 Personal data means any information relating to an identified or identifiable natural person (data subject); an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person.

    10.4 Processing means any operation or set of operations which is performed on personal data or on sets of personal data, whether or not by automated means, such as collection, recording, organisation, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission, dissemination or otherwise making available, alignment or combination, restriction, erasure or destruction.

    10.5 Processor means a natural or legal person, public authority, agency or other body which processes personal data on behalf of the controller.

    10.6 Third Parties

    • External Third Parties
    • Service providers acting as processors based inside the EEA who provide IT and system administration services, website development services, website maintenance services, server and hosting services.
    • Payment service providers acting as processors based inside and outside the EU who process our payments.
    • Delivery and shipping service providers acting as processors based inside and outside the EEA, who provide delivery and shipping services.
    • Professional advisers acting as processors or joint controllers including lawyers, bankers, auditors/accountants and insurers based in the EEA who provide consultancy, banking, legal, insurance and accounting services.
    • HM Revenue & Customs, regulators and other authorities acting as processors, joint controllers or controllers based in the UK who require reporting of processing activities in certain circumstances.

    10.7 Your Legal Rights

    You have the right to:

    10.7.1 Request access to your personal data (commonly known as a “data subject access request”). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.

    10.7.2 Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.

    10.7.3 Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.

    10.7.4 Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.

    10.7.5 Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios: (a) if you want us to establish the data's accuracy; (b) where our use of the data is unlawful but you do not want us to erase it; (c) where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or (d) you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.

    10.7.6 Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.

    10.7.7 Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.

    11. Cookie Policy

    How we use cookies

    11.1 A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

    11.2 We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes.

    11.3 Overall, cookies help us provide you with a better website experience, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

    11.4 You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

    11.5 You can block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies you may not be able to access all or parts of our website.

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Contact Us

Online Lighting
24-26 Vincent Ave
Crownhill
Milton Keynes
MK8 0AB

T: 0800 046 9041

E: [email protected]

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Commited To Our Customers

As one of the UK's longest established Online Lighting retailers our aim is to provide quality products with exceptional customer service with each and every order. We recognise that our customers are our business, and that our continued success and customer satisfaction levels will be achieved better with a programme of continuing self improvement, with the ultimate goal of getting things right, the first time, every time.

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Orders may be cancelled and returned as per our terms and conditions within 14 days of delivery for a full refund. Most products carry a minimum manufacturers warranty of one year from the date of delivery. Some products have a 5 year guarantee against corrosion. These guarantees are null and void if products are installed where there is salt, fertilisers and chemical pollution in the air.

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