Refund policy

Returns & Refunds Policy

At Reflect Lighting, we take pride in offering distinctive lighting designed to transform your space. We want every customer to shop with confidence and understand our returns, cancellations and refund procedures before placing an order.

Our collection includes products ready for dispatch, standard processing lighting, made to order designs and bespoke or customised lighting.

As the nature of these products varies, different return conditions may apply.

Please read this policy carefully before placing an order, particularly when purchasing made to order or customised products.

1. Returns & Refunds Overview

Reflect Lighting offers returns on eligible products in accordance with this policy and applicable consumer protection legislation.

Standard Products

Eligible products ready for dispatch and products requiring standard processing may be returned within 30 working days of delivery under our voluntary returns policy, subject to the conditions outlined below.

Made to Order Products

Products manufactured after an order has been placed are excluded from our voluntary returns policy for customers who change their minds.

However, statutory cancellation rights may still apply where the product does not qualify for a legal exemption.

Custom & Bespoke Products

Products genuinely manufactured or personalised to a customer's individual specifications are generally not eligible for cancellation or refunds due to a change of mind where the applicable legal exemption applies.

Faulty, Damaged or Incorrect Products

All products, including made to order and customised lighting, remain covered by applicable statutory consumer rights.

2. Standard Product Returns

We offer a voluntary returns period of 30 working days for eligible full price products.

To qualify for a return under this additional policy:

The return request must be submitted within 30 working days of receiving the order.
The product must be unused and uninstalled.
The product must be in a condition suitable for resale.
All original components, accessories and instructions must be included.
Original protective packaging should be retained and used wherever possible.
The product must not have been modified, damaged or altered by the customer.

Customers should contact our team before arranging a return so we can provide the appropriate instructions.

These additional conditions apply to our voluntary returns service and do not limit statutory cancellation rights.

3. Made to Order Lighting

Made to order products are manufactured only after a customer places an order.

These lighting products are not held as completed stock and are produced following purchase.

Due to their production requirements, made to order products are excluded from Reflect Lighting's additional voluntary returns policy for changes of mind.

This means that we do not voluntarily accept returns or provide refunds solely because a customer:

Changes their mind.
Decides they no longer want the product.
Finds that the design no longer suits their interior.
Orders an unsuitable size or finish.
Changes their renovation or installation plans.

Important Legal Information

Where a made to order product is a standard catalogue design, UK statutory cancellation rights may still apply, even though manufacturing begins only after purchase.

The fact that manufacturing has started does not, by itself, remove these rights.

Where statutory cancellation rights apply, customers may exercise them in accordance with the relevant legislation.

Our voluntary returns exclusion does not affect rights relating to faulty, damaged, incorrectly supplied or misdescribed products.

4. Custom, Bespoke & Personalised Orders

Certain products are manufactured or modified specifically to meet a customer's individual requirements.

Examples may include:

Chandeliers manufactured to individually specified dimensions outside our standard catalogue.
Lighting created to a customer's bespoke design.
Personalised fittings or components.
Specially manufactured designs that differ materially from our standard catalogue specifications.
Other genuinely bespoke lighting made to an individual customer's specifications.

Where an order qualifies as genuinely bespoke or personalised under applicable consumer legislation, the statutory cancellation exemption may apply.

Such qualifying custom orders are not eligible for refunds or returns due to a change of mind.

Customers should carefully review all agreed specifications, dimensions, finishes and design details before confirming a bespoke order.

Where possible, custom specifications will be confirmed before manufacturing begins.

Once confirmed, cancellations or modifications are not accepted as part of our voluntary policy, although any applicable legal rights remain unaffected.

Selecting a standard size, colour or finish from our catalogue does not automatically make a product legally bespoke.

Important: These conditions do not remove your statutory rights if goods are faulty, damaged, incorrectly manufactured or do not match the agreed specifications.

5. Your Statutory Right to Cancel

Under UK consumer legislation, customers purchasing eligible products online generally have the right to cancel their order without providing a reason.

For eligible goods:

You have 14 calendar days after receiving your order to notify us of your decision to cancel.
You then have a further 14 calendar days to return the goods.
Cancellation can be requested by emailing contact@reflectlighting.com.
You may also use our cancellation form, but this is not compulsory.

Where an order contains multiple items delivered separately, the statutory cancellation period is generally calculated from receipt of the final item.

You may inspect the product as you reasonably would in a shop.

Where handling goes beyond what is necessary to establish the product's nature, characteristics and functionality, a lawful deduction for diminished value may apply.

Opening packaging or reasonably inspecting a product does not automatically invalidate statutory cancellation rights.

The statutory cancellation right does not apply to certain categories of goods, including genuinely bespoke or personalised products where the legal exemption is satisfied.

Your rights under applicable consumer legislation remain unaffected by any additional conditions in this policy.

6. How to Request a Return

To request a return, please follow these steps.

Step 1: Contact Our Team

Email contact@reflectlighting.com with:

Your order number.
Your full name.
The product you wish to return.
The reason for your return, if you wish to provide one.
Photographs, if reporting damage or an incorrect item.

You do not need to provide a reason when exercising a statutory cancellation right.

Step 2: Receive Return Instructions

Our customer service team will provide the appropriate return address and any relevant packaging or collection instructions.

Step 3: Prepare Your Product

Please package the item securely to minimise the risk of damage during transit.

Where possible, use the original protective packaging, particularly for fragile chandeliers and crystal lighting.

Step 4: Arrange the Return

Use a suitable tracked and insured delivery service where possible.

For returns made under statutory cancellation rights, goods must normally be sent within 14 calendar days of notifying us of cancellation.

For returns under our additional voluntary policy, follow the timeframe provided by our team.

Customers may exercise statutory cancellation rights without waiting for return authorisation.

7. Return Shipping Costs

Returns Due to a Change of Mind

Customers are responsible for the direct cost of returning eligible products where this has been disclosed before purchase.

We do not generally provide prepaid return labels for these returns.

We recommend using a tracked and suitably insured delivery service.

Large & Fragile Lighting

Certain chandeliers and oversized lighting products may require specialist transport or collection.

The cost of returning large or heavy products depends on their dimensions, weight and collection location.

Where goods cannot normally be returned by post, the applicable return cost information must be provided before purchase.

Faulty, Damaged or Incorrect Products

Where a return is required because a product is faulty, not as described or incorrectly supplied, Reflect Lighting will cover reasonable return costs as required by applicable law.

Our team will provide instructions for arranging the appropriate return or collection.

8. Conditions for Voluntary Returns

Products returned under our additional voluntary returns policy must be in a suitable condition for resale.

We may refuse a discretionary return where:

The product has been installed or used.
The product has been damaged by the customer.
Components or accessories are missing.
The product has been altered or modified.
The product does not meet the conditions of our voluntary returns policy.
The applicable voluntary return request period has expired.

These conditions do not override statutory cancellation rights or remedies for faulty goods.

Where customers exercise statutory cancellation rights, any deductions for diminished value will be made only where legally permitted.

9. Sale & Discounted Products

Products purchased during sales, promotional events or using discount codes remain covered by applicable statutory consumer rights.

Where a legal cancellation right applies, customers are entitled to the appropriate monetary refund, regardless of whether the product was discounted.

Outside the statutory cancellation period, additional voluntary returns for discounted products may be excluded or offered as store credit at our discretion.

No customer will be required to accept store credit instead of a monetary refund where a statutory monetary refund is due.

10. Damaged, Faulty or Incorrect Products

We take care to ensure products are prepared and packaged appropriately before dispatch.

Please inspect your order as soon as reasonably possible after delivery.

If you discover damage, missing components, faults or an incorrect product, contact us at:

contact@reflectlighting.com

Where possible, provide:

Your order number.
A description of the issue.
Photographs of the affected product.
Photographs of the packaging, where relevant.

We encourage customers to report visible transit damage within 48 hours where practical. This helps us investigate delivery related issues promptly.

The 48 hour reporting request does not limit or remove your statutory consumer rights.

Depending on the circumstances and applicable legislation, customers may be entitled to a repair, replacement, price reduction or refund.

Under UK consumer law, qualifying faulty goods can generally be rejected within 30 days of delivery for a refund. Further remedies may apply after this period.

These protections apply to standard, made to order and bespoke products.

11. Refund Processing Times

Once a return has been received, we aim to inspect and process it promptly.

For returns under our voluntary returns policy, we aim to complete the initial return assessment within 3–5 working days of receipt.

For statutory cancellations, refunds will be issued without undue delay and no later than 14 days after we receive the returned goods or receive evidence that they have been sent back, whichever occurs first.

Where nothing needs to be returned, the relevant statutory refund deadline will apply.

Where a refund is due for faulty goods, we will follow the applicable statutory requirements.

Refund Method

Refunds will normally be issued to the original payment method unless another method is expressly agreed with the customer.

Where statutory cancellation rights apply, refunds will include the original standard delivery charge, if paid, up to the value of our least expensive standard delivery option.

Additional premium delivery charges are generally not refundable to the extent permitted by law.

Bank Processing Times

Once a refund has been issued, it may take approximately 5–7 working days for the funds to appear in your account, depending on your bank or payment provider.

Bank processing times are outside our direct control.

12. Order Cancellations Before Dispatch

If you wish to cancel an order before dispatch, please contact our customer service team as soon as possible.

Ready to Dispatch & Standard Products

Eligible orders can be cancelled in accordance with applicable statutory cancellation rights.

Made to Order Products

As manufacturing begins after an order is confirmed, we do not offer voluntary cancellations due to a change of mind once production arrangements have been made.

However, where statutory cancellation rights apply to the product, they remain available.

Custom & Bespoke Orders

Genuinely personalised or bespoke orders qualifying for the statutory cancellation exemption are generally not eligible for cancellation due to a change of mind.

Any discretionary cancellation request will be reviewed individually.

Where a cancellation is legally required or agreed, the appropriate refund will be arranged.

13. Exchanges

If you wish to exchange an eligible product for a different design, finish or size, please contact our customer service team.

Exchanges under our voluntary policy are subject to product availability and the applicable return conditions.

Made to order and bespoke products are excluded from discretionary exchanges unless otherwise agreed.

Where a product is faulty or incorrectly supplied, your statutory rights to the appropriate remedy remain unaffected.

14. International Returns

We accept returns from international customers in accordance with applicable consumer rights and our voluntary returns policy.

Please contact our team before arranging an international return so we can provide the correct destination and shipping instructions.

For voluntary returns due to a change of mind, customers are generally responsible for return shipping costs.

International returns may require customs documentation. Where applicable, please identify the shipment as returned merchandise.

Customs duties, taxes and handling charges will be addressed according to the circumstances and applicable law.

Additional cancellation rights or consumer protections may apply depending on the customer's country of residence.

15. Returns Outside the Voluntary Return Period

Requests submitted after our voluntary returns period of 30 working days are not normally eligible for a discretionary return due to a change of mind.

We may consider exceptional circumstances at our discretion.

This does not affect any statutory rights relating to faulty goods, products that are not as described or other legally protected circumstances.

16. Warehouse & Returns Address

Reflect Lighting Limited

Unit 401, 2 Devonshire Street North
Ardwick, Manchester
M12 6JQ
United Kingdom

Please note that this is our business and warehouse address.

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

Please contact our team before sending any returns.

Our customer service team will provide the appropriate return instructions and destination for your product.

Returns should be sent to the address provided by our team, which may differ depending on the product and its fulfilment arrangements.

Our request to contact us first does not restrict customers from exercising their legal cancellation or return rights.

17. Contact Us

For questions relating to cancellations, returns, refunds, damaged products, made to order lighting or bespoke orders, please contact our customer service team.