Returns Policy

We constantly strive to ensure that the products we bring to your door are of the highest quality. However, if for any reason, you wish to return your purchase, we will refund or exchange items that are sent back to us within 14 days of you receiving them – all we ask is that you return items in a saleable condition, unused, with the original packaging and labelling intact. Although we are not able to refund P&P charges or returns postage, Lockyer Lighting will never charge to send an exchange item to you. Please note that we advise you to obtain proof of posting (free from your Post Office) or preferably recorded post as unfortunately we cannot be responsible for returns.

Exceptions

Customer service is of utmost importance to us at Lockyer Lighting. The confidence you have in us and the service we provide is our main priority. We believe our returns policy is extremely fair and open, however, there are some stipulations that we make in the interest of efficiency: On sale items we reserve the right to charge postage on exchanges.

Returns

In the event of refunded return, we require that you return the new and unused goods to us with all the original labelling attached within 14 days of receiving the goods. New and unused means there are no marks on the item or wear on the tags and the item has been returned to us in saleable condition. Lockyer Lighting will not accept returns for any non-faulty items that have been used and/or tags removed. Upon receipt of an order, if any item has been received with no tags, customers should notify us (by email) on the same day if they wish to return. We strongly advise all customers to check the goods thoroughly upon delivery before removing any attached tags. Please note, Lockyer Lighting cannot refund shipping and/or delivery charges. All items purchased on the Lockyer Lighting website must be returned to our store at the responsibility of the sender. Lockyer Lighting cannot be held responsible for items lost or delayed when being returned.

Exchange

In the event of an exchange, items are subject to product availability and the customer will incur any shipping costs for returning items to be exchanged. We can only exchange an item for a different size, style, and colour subject to our stock availability. All exchange enquiries can be made by contacting info@lockyerlighting.co.uk with ‘EXCHANGE’ in your subject heading. Exchanged items can only be dispatched after the returned goods have been received.

How to proceed with your return or exchange

Please send us the item as described below. If you would like to exchange you may telephone one of our advisors who will assist you in an alternative size or style. Exchanges will be subject to our stock availability. Securely wrap and package the item and return enclosing the returns card which you will receive with the package with a brief reason for the return and send to our depot. Please send your return or exchange to: Lockyer Lighting, 80 South St, Dorking, RH4 2HD. We recommend that you send all items insured and/or registered when sent by post as we cannot take responsibility for package’s which we do not ship ourselves.

Receiving a refund

Once your package has been returned to us within the above stated timeframe unless otherwise authorised by the Lockyer Lighting store, we will begin to process your refund request. Each item will be checked and once verified your refund will be processed in the original payment format. All undamaged, correctly returned products will be credited to the original purchaser’s credit/debit card including VAT for all customers excluding shipping charges. You will be notified via email to the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from Lockyer Lighting. Please note: If we receive your return in a condition which we feel is not fit for exchange or refund we shall get in touch with you. Lockyer Lighting reserves the right to refuse a return or exchange for any item sent back in a condition where the item has been used or damaged. Only items that Lockyer Lighting can confirm as new and unused will be eligible for a return or exchange, so that they have reached our returns department within the time frame outlined above (unless otherwise organised). Lockyer Lighting will not accept returns or exchanged goods for any non-faulty items that have been used or with tag’s removed. We will not refund or exchange item’s which we believe fail to meet the standards explained above.