While we’re sure you’ll love what you’ve ordered, we understand that sometimes you might have second thoughts. To make a return for a refund or exchange, please ensure you read all the terms and conditions below: Due to our super efficient automated system, it's usually not possible to change your order. However, if you call us during our office hours on 01487 773 211 (outside the UK +44 (0)1487 773 211 ), our helpful Customer Service team may be able to change or cancel your order if they catch it in time. Please have your order number to hand. If your order has already been packed or dispatched, then you will need to follow our returns procedure once you’ve received your delivery (detailed below).
Returning or exchanging a product
At Insight Cordless Lighting, we want you to be delighted with every purchase you make. In the event that you’re not and you wish to exchange or return a product, you have 28 days from the date you receive them to return the goods. The items must be unused, in the original packaging and in a re-saleable condition to receive a full refund.
Faulty, incorrect or damaged goods
As much as we dislike it, mistakes occasionally happen - if your order is faulty, incorrect or damaged, please use our contact us form or phone straight away on 01487 773 211 or outside the UK +44 (0)1487 773 211 . If any items are missing from your order it is important to notify a member of our team within 24-48 hours. Our helpful Customer Service team will resolve your issue for you.
How to return or exchange a product
You must email our team before exchanging a product. Make a note of your original order number. You must keep your proof of purchase safe and have this to hand if we request it (your order confirmation email will do).Complete a letter and ensure you provide a reason for returning your items. Place the letter inside the parcel and securely package it. Send the product to us, ensuring you get proof of postage in case the package doesn't make it to us. We can’t accept liability for goods that get lost or damaged when they’re returned.
We will reimburse you the cost of returning a product to us if it’s deemed faulty, however, we don’t cover charges to return the product if you changed your mind.
Receiving your refund
The account used for your original payment will be refunded within 7-10 days of us receiving the returned product (your bank may take up to 21 working days to credit your account with the refunded amount). We can’t refund an alternative card and if your original card has expired you will receive a credit note. We’re not liable and don’t take responsibility for any bank charges that you may have incurred during the refund process.
If promotions were applied to orders, the proportional discount will be applied to each item in the basket and that proportion will be refunded in the event of a return. Your statutory rights are not affected.
Products we're unable to cancel, refund or exchange
Unless faulty or not as described, we cannot refund or offer an exchange on:- Made to order (bespoke items)We’re unable to accept order cancellations for these products
Before returning any items, please note:
- Items must be returned within 28 days of receipt of your purchase and must be accompanied with your order no.
- Please note that a return or exchange of an order without the order no will be subject to additional processing time and will delay the exchange.
- Items that have been laundered or altered in any way cannot be accepted.
- Unopened Items: We can exchange or give you a full refund for the item(s). Opened boxed item(s) may be considered for a refund where products are left intact in their original packaging.
- Refunds are made in the original payment method.
- You are responsible for the cost of return shipping.
- We can not refund any duty charges paid on export. However you may file a refund request from your local customs office.