Vulnerable Customer Policy

At Reflect Lighting, we believe every customer deserves to be treated with dignity, fairness and respect.

We recognise that personal circumstances, disabilities, health conditions or significant life events can sometimes make shopping or communicating with a business more challenging.

Our commitment is to provide a welcoming, inclusive and supportive experience, ensuring customers can access the information and assistance they need to make informed decisions with confidence.

This policy explains how we aim to support customers who may require additional assistance when shopping with Reflect Lighting.

1. Our Commitment to Fair Treatment

Reflect Lighting is committed to treating all customers fairly, professionally and without discrimination.

We understand that every customer's circumstances are different and that some individuals may benefit from additional support.

Our approach is based on:

Respect: Treating every customer with dignity, understanding and consideration.

Patience: Allowing customers the time they need to understand information and make decisions.

Clarity: Providing accurate, accessible and straightforward information.

Flexibility: Considering reasonable adjustments to accommodate individual requirements.

Confidentiality: Handling personal information responsibly and protecting customer privacy.

We aim to make our products, services and customer support as accessible as reasonably possible.

2. Understanding Customer Vulnerability

A customer may experience vulnerability temporarily or over an extended period because of personal circumstances.

These circumstances may include:

• Physical disabilities or mobility limitations.

• Visual, hearing or communication difficulties.

• Long term health conditions.

• Mental health challenges.

• Learning disabilities or difficulties processing information.

• Financial difficulties or unexpected changes in circumstances.

• Bereavement, illness or other significant life events.

• Situations where additional support is needed to understand a purchase or make an informed decision.

Experiencing any of these circumstances does not automatically mean that a person is unable to make decisions independently.

We recognise that customers have different abilities, preferences and support requirements.

Customers are not required to disclose a medical diagnosis or detailed personal circumstances simply to request assistance.

3. Additional Customer Support

Where a customer requires additional assistance, we will consider reasonable ways to accommodate their needs.

Depending on the circumstances, this may include:

Clear Communication

Providing straightforward explanations of our products, specifications, pricing, delivery arrangements and policies.

Additional Time

Allowing customers additional time to review information, ask questions and make purchasing decisions.

Written Information

Providing relevant product or order information by email where appropriate, allowing customers to review it at their own pace.

Product Guidance

Helping customers understand product dimensions, installation requirements, lighting specifications and available options.

Order Assistance

Providing additional clarification regarding order confirmation, delivery arrangements, cancellations, returns or aftercare.

Reasonable Adjustments

Considering appropriate changes to our communication or service arrangements to improve accessibility.

We will assess requests individually and provide reasonable adjustments in accordance with applicable legal obligations.

4. Accessible Communication

We understand that customers may have different communication needs.

Our customer service team can be contacted through:

Email: contact@reflectlighting.com

Live Chat: Available through our website when our team is online.

If you have difficulty accessing information on our website, understanding a product description or using a particular communication method, please contact us.

Where reasonably possible, we will provide information in a clearer or more accessible format.

Customers are welcome to tell us how we can make communication easier for them.

We do not require customers to provide unnecessary personal or medical information when requesting reasonable assistance.

5. Supporting Informed Purchasing Decisions

At Reflect Lighting, we understand that choosing lighting can involve important financial and practical considerations.

This is particularly relevant for larger chandeliers, staircase lighting and products manufactured after purchase.

We aim to provide clear information so customers can understand their purchase before completing an order.

This includes information about:

• Product dimensions and specifications.

• Available sizes, finishes and lighting options.

• Product pricing and applicable delivery charges.

• Processing and manufacturing times.

• Installation requirements.

• Cancellation and return conditions.

• Product warranties and statutory consumer rights.

Made to Order Products

Certain Reflect Lighting products are manufactured only after an order has been placed.

We aim to clearly explain the applicable manufacturing timeframe, delivery arrangements and cancellation conditions before purchase.

Where a customer requires additional time or clarification before ordering, our team will provide reasonable assistance.

We encourage customers to review all relevant information carefully, particularly when purchasing high value or customised lighting.

6. Financial Difficulties & Responsible Purchasing

We recognise that customers may occasionally experience financial difficulties or unexpected changes in personal circumstances.

Our approach is to provide clear pricing and avoid unnecessary pressure when customers are considering a purchase.

Where instalment or finance payment options are available, these are provided through independent payment providers and are subject to their respective terms and eligibility requirements.

Customers should carefully review repayment obligations and consider whether a particular payment option is appropriate for their circumstances.

Reflect Lighting does not provide regulated financial advice.

If you require information about an existing order or the options available to you, please contact our customer service team.

Requests will be considered in accordance with our contractual obligations, published policies and applicable consumer rights.

7. Respecting Independence & Decision Making

We recognise the importance of allowing customers to make their own informed decisions.

A disability, health condition, age or personal circumstance does not automatically mean that a customer lacks the ability to make decisions.

Where a customer experiences difficulty understanding information, we will seek to provide appropriate explanations and reasonable assistance.

Customers should be given suitable opportunities to consider information and make their own decisions wherever possible.

Where an individual is legally authorised to act on behalf of a customer, we may communicate with that representative once the relevant authority has been appropriately verified.

Our approach will respect applicable laws relating to mental capacity, decision making and individual rights.

We will not assume that a customer lacks capacity simply because they make a decision others may consider unusual or unwise.

8. Support from Family Members, Carers & Representatives

Some customers may prefer assistance from a trusted family member, carer or authorised representative.

We respect a customer's choice to involve another person in their communications with Reflect Lighting.

Where appropriate, a customer may authorise another individual to assist with an enquiry or order.

Before disclosing confidential order details or personal information, we may request appropriate confirmation of the customer's consent or the representative's legal authority.

This helps protect customer privacy and prevent unauthorised access to personal information.

Customers will not be required to involve a third party simply because they request additional support.

9. Privacy & Confidentiality

Reflect Lighting is committed to protecting customer privacy and handling personal information responsibly.

Customers who request additional assistance may choose to share information about their communication preferences or support requirements.

We aim to collect only information reasonably necessary to provide the requested assistance.

Information relating to health, disabilities or other sensitive circumstances will be handled in accordance with applicable data protection legislation, including the UK General Data Protection Regulation and the Data Protection Act 2018.

Where special category personal data is processed, we will ensure an appropriate legal basis and additional processing condition apply.

Personal information will only be shared where there is a lawful reason to do so.

For further details, please review our Privacy Policy.

10. Website Accessibility

We aim to make the Reflect Lighting website accessible and straightforward to use for customers with different needs.

We recognise that some customers may experience difficulty navigating online content, reading product information or completing certain website functions.

If you experience an accessibility barrier, please contact our customer service team.

We will review the issue and consider reasonable ways to provide access to the information or assistance required.

We are committed to reviewing opportunities to improve the accessibility and usability of our website.

11. Delivery, Returns & Aftercare Assistance

Customers who require additional support with delivery arrangements, returns or product aftercare are encouraged to contact our team.

We can provide clarification on the procedures and options relevant to their order.

Delivery Assistance

We can explain processing times, manufacturing arrangements and delivery information.

Returns & Refunds

We can explain the applicable returns procedures and statutory cancellation rights.

Product Aftercare

We can provide information about product care, replacement parts and technical support.

Click & Collect

Collections from our Manchester warehouse are available by prior arrangement only.

Reflect Lighting does not currently operate a public showroom, and the warehouse is not open to general visitors.

Customers requiring assistance with collection arrangements should contact our team in advance.

Any reasonable adjustments required by law will be considered without additional charge.

For further information, please review our Shipping & Delivery Policy, Returns & Refunds Policy and After Care Service page.

12. Complaints & Customer Concerns

We take concerns regarding unfair treatment, accessibility or customer support seriously.

If you feel that your circumstances have not been appropriately considered, or that you have experienced difficulty accessing our services, please contact us.

Email: contact@reflectlighting.com

Subject: Customer Support Concern

Please explain the issue and any assistance you would like us to consider.

Our team will review your enquiry and work towards an appropriate resolution.

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

Customers retain all applicable statutory rights and may seek assistance from the relevant independent organisations or authorities where appropriate.

13. Our Ongoing Commitment

At Reflect Lighting, we recognise that providing an inclusive customer experience requires ongoing attention and improvement.

We aim to review our customer service practices, website accessibility and communication arrangements to identify opportunities for improvement.

Our objective is to ensure that customers feel respected, understood and supported throughout their shopping experience.

We welcome constructive feedback that helps us improve the way we serve our customers.

14. Contact Reflect Lighting

If you require additional assistance, have accessibility requirements or would like to discuss how we can support your shopping experience, please contact our customer service team.

Reflect Lighting Limited

Email: contact@reflectlighting.com

Contact Page: Contact Us

Website: www.reflectlighting.com

We aim to provide a fair, respectful and welcoming experience for every customer.

Your statutory consumer rights and rights under applicable equality legislation remain unaffected by this policy.