Report a Fault & Product Guarantees

At Reflect Lighting, we are committed to providing quality lighting and dependable customer support. We understand that purchasing a chandelier or decorative lighting fixture is an important investment, and we want you to feel confident in your purchase.

Although our products are carefully prepared for dispatch, we recognise that faults, damage or missing components can occasionally occur.

If you experience an issue with your lighting, our customer service team is here to assist you and help arrange an appropriate resolution.

This page explains how to report a fault, what information may be required and how our product guarantees and your statutory consumer rights apply.

1. Our Commitment to Product Quality

At Reflect Lighting, we aim to supply lighting products that meet their advertised specifications and applicable quality and safety requirements.

Our collection includes chandeliers, pendant lights, wall lights, ceiling lights and decorative lighting, including products manufactured after an order has been placed.

We are committed to addressing genuine product faults and providing appropriate assistance in accordance with applicable consumer legislation.

Our support may include:

• Assistance with damaged or defective products.

• Replacement of missing or damaged components.

• Technical enquiries and product troubleshooting.

• Guidance regarding installation and electrical compatibility.

• Assistance with manufacturer warranties.

• Repairs, replacements or refunds where applicable.

The appropriate resolution depends on the nature of the issue and your legal rights.

2. Checking Your Order Upon Delivery

We recommend inspecting your order as soon as reasonably possible after receiving it.

During your inspection, please check that:

• The correct product has been delivered.

• The product matches your order and selected specifications.

• There is no visible damage to the lighting fixture.

• Glass, crystal and decorative components are intact.

• All expected accessories and components are included.

• The packaging shows no significant signs of transit damage.

For larger chandeliers, we recommend checking the accessible components carefully before arranging installation.

If you notice anything missing, damaged or incorrect, please contact our customer service team promptly.

We encourage customers to report visible delivery issues within 48 hours where possible. This helps us investigate courier related issues efficiently.

However, this is a recommendation rather than a mandatory deadline.

Your statutory consumer rights are not limited by the 48 hour reporting request.

3. Reporting a Fault or Damaged Product

If your lighting develops a fault or arrives damaged, please contact our customer service team.

Email: contact@reflectlighting.com

Subject: Product Fault Enquiry

To help us investigate, please provide the following information where available:

Order Information

Your order number and the name or email address associated with your purchase.

Product Details

The product name, model number or relevant product information.

Description of the Issue

A clear explanation of the fault, damage or missing component.

Photographs or Videos

Clear images or a short video demonstrating the issue, where practical.

Packaging Information

Photographs of the original packaging or shipping label if the problem appears to be related to delivery damage.

Installation Information

Where relevant, information about the installation and when the fault first occurred.

Photographs and supporting information help us investigate your enquiry, but the absence of original packaging or photographs does not automatically invalidate a statutory claim.

Our team may request additional information where reasonably necessary to assess the issue.

4. How We Review Fault Reports

Once your enquiry has been received, our customer service team will review the details provided.

Depending on the nature of the issue, we may:

• Review the product specifications and order details.

• Request further information or photographs.

• Consult the relevant manufacturer or supplier.

• Provide appropriate troubleshooting guidance.

• Assess whether a replacement component is suitable.

• Arrange an inspection, repair, replacement or return where required.

Certain technical issues may require an assessment to establish their cause.

For electrical faults, any necessary inspection or repair should be carried out by a suitably qualified and competent professional.

Where the product does not meet applicable consumer standards, we will arrange the appropriate remedy in accordance with your legal rights.

5. Our Product Guarantees & Warranties

Certain Reflect Lighting products may be supplied with additional manufacturer warranties or product guarantees.

The availability, duration and terms of these warranties vary depending on the product and manufacturer.

Where an additional warranty is provided, the applicable coverage and conditions will be determined by the relevant warranty documentation.

A manufacturer's warranty may cover specified manufacturing defects or components, subject to its terms.

Manufacturer warranties are additional to your statutory consumer rights.

Even if a manufacturer's warranty has expired, customers may still have legal rights where a product fails to meet the required standards.

Reflect Lighting does not advertise a universal warranty period for every product unless that coverage has been expressly confirmed.

If you would like to confirm the applicable warranty for a particular chandelier or lighting fixture, please contact our customer service team with the product details.

6. Your Statutory Consumer Rights

Under the Consumer Rights Act 2015, goods purchased by UK consumers must be:

• Of satisfactory quality.

• Fit for their intended purpose.

• As described.

If a product fails to meet these requirements, customers may be entitled to an appropriate legal remedy.

Within the First 30 Days

If a product is faulty or otherwise fails to meet the applicable legal requirements, you may generally have the right to reject it and receive a full refund within the statutory 30 day period.

The precise starting point and operation of this period depend on the circumstances and applicable legislation.

After 30 Days

Where a qualifying fault is identified after the initial rejection period, customers may generally be entitled to request a repair or replacement.

The appropriate remedy depends on the circumstances, including whether repair or replacement is possible and proportionate.

Within the First Six Months

Where goods develop a fault within the first six months, the law generally presumes that the fault was present at delivery unless the retailer establishes otherwise or an exception applies.

After Six Months

Customers may still have statutory rights, although they may need to demonstrate that the product did not meet the required standards at delivery.

Legal claims concerning faulty goods may be possible for up to six years in England and Wales, or five years in Scotland, depending on the circumstances.

These periods are not automatic product warranties or guarantees of a particular lifespan.

Your statutory rights apply independently of any additional manufacturer warranty.

7. Repairs, Replacements & Refunds

Where a product fault is confirmed and a statutory remedy applies, the available resolution will depend on your rights and the circumstances.

Replacement Components

Where appropriate, we may arrange a compatible replacement crystal, glass shade, LED component or other part to resolve the issue.

Product Repair

Where suitable and legally required, a repair may be arranged to restore the product to the required standard.

Replacement Product

Where applicable, a replacement product may be provided.

Refund or Price Reduction

A refund or appropriate price reduction may be available where required by law, including where a qualifying product is rejected within the initial statutory period or where the requirements for a later remedy are satisfied.

We will not restrict customers to replacement parts or partial refunds where the law provides a different remedy.

Where a repair or replacement is required under applicable consumer law, it must be provided within a reasonable time and without significant inconvenience to the customer.

Reflect Lighting will bear necessary costs as required by law, including applicable labour, materials, postage and reasonable removal or reinstallation costs.

8. Missing Crystals, Glass & Components

Certain chandeliers contain multiple decorative elements, including crystal drops, glass shades, suspension components and other fittings.

If your order arrives with a missing or damaged component, please contact our customer service team.

Where possible, include:

• Your order number.

• The product name or model.

• Photographs of the affected area.

• A description of the missing or damaged component.

• The quantity required.

Our team will review the issue and advise on the appropriate resolution.

Where components are missing or defective as part of a purchase and a statutory remedy applies, we will arrange the necessary remedy without charge as required by law.

For additional replacement components requested outside a qualifying fault or warranty claim, charges and availability may vary.

Please visit our Chandelier Replacement Parts page for further information.

9. Made to Order & Bespoke Lighting

Certain lighting products are manufactured only after a customer places an order.

Other designs may be customised or manufactured to individual customer specifications.

Made to Order Products

Made to order products remain covered by applicable statutory consumer rights relating to faulty, damaged, incorrectly supplied or misdescribed goods.

Custom & Bespoke Products

Genuinely customised lighting must correspond with the specifications agreed before manufacturing.

If a custom product is incorrectly manufactured, defective or does not match the agreed specifications, customers retain the applicable statutory rights.

Important: Restrictions on voluntary returns or change of mind cancellations do not remove statutory rights relating to faulty products.

For information regarding cancellations and voluntary returns, please review our Returns & Refunds Policy.

10. Installation Related Issues

Correct installation is essential for the safe operation and performance of electrical lighting.

We recommend that all lighting fixtures are installed by a suitably qualified and competent electrician in accordance with the manufacturer's instructions and applicable electrical safety regulations.

Large chandeliers may require additional structural support and specialist installation.

If a lighting fixture develops a problem following installation, our team may request relevant information to help establish the cause.

Issues arising solely from incorrect installation, unauthorised modifications, accidental damage or misuse may not constitute an inherent product defect.

However, each enquiry will be assessed according to its circumstances.

Improper installation does not automatically invalidate every statutory right or unrelated product fault claim.

If you suspect an electrical or structural safety issue, stop using the lighting fixture and arrange appropriate professional assistance.

11. Integrated LED & Electrical Components

Certain Reflect Lighting products feature integrated LED modules, drivers, remote controls or other electrical components.

If you experience flickering, inconsistent illumination, non functioning LEDs or other technical issues, please contact our team.

Where practical, include a photograph or video showing the problem.

Do not attempt to dismantle integrated LED systems, modify wiring or replace electrical drivers without appropriate professional expertise.

Depending on the product and circumstances, our team may assist with identifying compatible components, appropriate troubleshooting or an applicable repair or replacement remedy.

Replacement part availability varies by manufacturer and product design.

12. Returns for Faulty Products

If a product needs to be returned for inspection, repair, replacement or refund, our customer service team will provide the appropriate instructions.

Please contact us before arranging a return so that we can advise on suitable packaging, transportation and the correct return destination.

For large or fragile chandeliers, specialist handling may be necessary.

We recommend retaining original packaging where possible, as this can help protect the product during transport.

However, original packaging is not a mandatory condition for exercising statutory rights relating to faulty goods.

Customers will not be charged necessary return costs where Reflect Lighting is legally responsible for providing a remedy.

Our returns procedure does not restrict customers from exercising their statutory rights.

13. Damage, Accidental Breakage & Wear

Not every product issue will necessarily be the result of a manufacturing defect.

Problems caused solely by accidental damage, improper use, ordinary wear or unauthorised modifications may fall outside statutory remedies for inherent product faults.

Examples may include:

• Accidental breakage after delivery.

• Damage resulting from incorrect handling.

• Damage caused by unsuitable cleaning products.

• Problems resulting from improper installation.

• Alterations that cause damage to electrical components.

• Damage caused by unsuitable environmental conditions.

Each case will be reviewed individually.

Where a chargeable replacement component or additional service is available, our team will explain the applicable costs before proceeding.

These conditions do not exclude or limit statutory rights where a product is defective or otherwise fails to meet the required legal standards.

14. Aftercare & Product Maintenance

Proper care and maintenance can help preserve the appearance and performance of your lighting.

We recommend following the manufacturer's cleaning and maintenance instructions and arranging professional assistance where required.

For further information, please visit:

After Care Service

Information about product support, maintenance enquiries, technical assistance and replacement options.

Chandelier Care & Maintenance Guide

Practical guidance on cleaning crystal chandeliers, decorative finishes, integrated LED lighting and staircase installations.

Chandelier Replacement Parts

Information about requesting replacement crystals, glass components and other compatible parts.

15. International Customers

Reflect Lighting supplies lighting to supported international destinations.

Customers outside the United Kingdom may have additional or different consumer protection rights depending on their country of residence and applicable legislation.

Where mandatory consumer protections apply, those rights remain unaffected by this page.

Please contact our customer service team if you experience a fault with an internationally delivered order.

We will review the circumstances and provide guidance on the available remedies and return arrangements.

16. Contact Our Customer Service Team

If you need to report a fault, damaged product, missing component or technical issue, please contact us.

Reflect Lighting Limited

Email: contact@reflectlighting.com

Subject: Product Fault Enquiry

Contact Page: Contact Us

Website: www.reflectlighting.com

Please include your order number and product details to help us review your enquiry efficiently.

We aim to respond to customer enquiries within 24 hours, although responses may take longer during weekends and UK bank holidays.

At Reflect Lighting, we remain committed to providing professional assistance and appropriate support throughout your lighting ownership experience.

Your statutory consumer rights remain unaffected by any additional product guarantee or warranty.