At The Lighting Warehouse Ltd, we are committed to providing a reliable and efficient experience for every customer. The following policy outlines how we handle orders and returns to ensure clarity and consistency throughout the process.

Orders

All orders must be submitted in writing via email to an authorised sales representative at The Lighting Warehouse Ltd. We do not process or accept verbal orders or those not confirmed in writing. To ensure accurate processing, each order must include the full delivery address, VAT number, correct product descriptions, quantities, and pricing. Once this information has been received and confirmed by our team, your order will be considered accepted.

If you need to make any changes to an order after it has been confirmed, those changes must be submitted and approved in writing before processing can resume. For registered projects, we reserve the right to revise pricing if the quantities on the final purchase order do not match those provided in the initial project registration.

For customised or made-to-order products, a non-refundable deposit of 70% is required before manufacturing begins. These orders must also be approved in writing before any production commences. Please note that any cancellation of an order following the start of manufacturing or the procurement of components may result in a cancellation fee. This fee is determined at our discretion, especially for bespoke or non-standard items.

Returns

To initiate a return, you must contact your sales representative to request and complete a Goods Return Note (GRN) form. Returns will only be accepted with prior approval. Only the original purchaser can request a return, and we require proof of purchase, including the purchase order and a valid tax invoice.

Custom-made or tailored products are non-returnable unless The Lighting Warehouse Ltd has explicitly agreed to accept the return in writing. In rare circumstances, such as large-scale project returns, we may agree to accept goods back for credit, not refund, provided they are returned in original, resaleable condition and in their original packaging within seven calendar days of the purchase date. The customer is responsible for all logistics and return delivery costs.

Approved returns will be subject to a 25% restocking fee. If the original packaging is damaged or missing, an additional 10% handling surcharge will apply. We do not accept returns beyond 30 calendar days from the purchase date.

Returned goods will be inspected upon arrival. Credit notes will only be issued once the items have passed inspection. If a returned item is not approved for credit, it must be collected by the customer within 30 days of notification. Items not collected after this period will incur a storage fee of 5% of the product value per month. Goods left unclaimed for more than 90 days will be disassembled and responsibly recycled. Any proceeds will be retained to cover administrative and handling costs.

For any products sourced through third-party suppliers—referred to as ‘Buy-Out’ products—return terms and any applicable fees will be determined by the original supplier. An additional handling fee will also apply from The Lighting Warehouse Ltd.

General

The Lighting Warehouse Ltd reserves the right to amend or update this policy at any time without prior notice. All transactions are subject to our general terms and conditions. Errors and omissions excepted (E&OE).