Cancelling An Order
By law customers located in the European Union have the right to withdraw from the purchase of an item within seven days from the day of delivery (The Consumer Protection (Distance Selling) (Amendment) Regulations 2005). To withdraw from a purchase you must obtain a valid returns number (RMA) which can be obtained using our on-line returns facility. When you are cancelling your order within our fourteen days cooling-off period, and there has been no error on our part, we will refund the purchase price of the item. Goods must be returned in a saleable condition and in the original carton/boxes and returned in adequate packaging to ensure the goods are not damaged in transit.
The costs you incur in returning cancelled items (via post or courier) will not be refunded. We reserve the right to refuse goods returned to us without a returns number. Returning an item without following the above policy may result in you not receiving a refund for the purchase price of the goods.
If Your Goods Are Damaged During Delivery
We always package goods securely to ensure they get to our customers in pristine condition, however on rare occasions should the packaging be noticeably damaged in transit please ensure you either:
Refuse acceptance of the goods and they will automatically be returned to us,
Accept the consignment but Mark the couriers documentation as “damaged”. Sometimes the outer packaging may get damaged in transit, however the product inside is still in pristine condition.
If you are unsure of the condition of the goods sign the couriers documentation “unchecked”
You must inspect the goods within 48 hours to ensure they have not been damaged in transit. If after opening the packaging you find the goods to be damaged call Pure Lighting immediately and speak to a member of staff, or leave a telephone message, if we are closed or cannot take your call quote the following details:
- The item(s) that are damaged, quoting your order number and name.
- Details of the damage.
- Your preference of either a replacement or a refund of your order value.
You will be contacted by a member of staff from Pure Lighting UK Ltd who will provide returns number and outline the requirements for returning goods damaged during transit. Namely...
Repackage the goods securely (in the original packaging)
Return items within seven days using Royal Mail Standard Parcel post. For your own protection you may wish to use a recorded delivery service, however refund for postage will only be provided at the rate of RM Standard Parcel service.
We will attempt to replace the goods or refund the order value within seven days. We reserve the right to refuse goods returned to us where the above policy for returning goods damaged during delivery has not been followed. Returning an item without adhering to the above policy may result in you not receiving a refund of your order value.
If Your Goods Are Faulty
All goods supplied are guaranteed to be free of defects for a period of one year. Should a fault occur, your goods will be repaired or replaced free of charge. If we are unable to affect a repair or replacement, we will offer you a full refund or upgrade. Please note bulbs are excluded from this warranty.
Wherever possible we will respond to your individual circumstances, please contact our customers services team on Freephone 0800 756 6546 or by e-mailing info@purelighting.co.uk.
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