Refunds & Returns
RETURNS POLICY
UNWANTED ITEMS
In addition to the Distance Selling Regulations, you can return any item for a refund, or you can exchange it for a different product or colour within 28 days of receiving your original order. Just note down the details of your replacement on the returns form that came with your order. All goods will be inspected on return, and the goods are your responsibility until they reach our warehouse, so make sure it’s packed up properly and can’t get damaged on the way! For returns made outside the Distance Selling Regulations we will refund the value of product, excluding any delivery charges. *If we arrange collection there will be a charge of £12.95.
Lost your returns label? No problem – print one off here.
DAMAGED AND FAULTY ITEMS
Any fault or damage to the product must be reported as soon as reasonably possible after receipt of the goods. We may ask the consumer to provide details of the fault or damage to allow an assessment of the best way to deal with the problem.
After assessment the consumer will be contacted and offered a replacement or refund.
If a replacement is required there are two options dependant on the size and nature of the items. For smaller items please use the Royal Mail returns label Click here to download. For larger items we will arrange for a ‘reverse it’ option whereby the new item will be delivered and the faulty item collected at the same time.
If a refund is required we can arrange a suitable collection time or ask you to return the item to us via Royal Mail*.
Note: collection can only be designated for weekdays (Monday to Friday) either morning or afternoon.
If the collection failed the customer must pay to re-arrange the collection and arrange a convenient time.
If the item is not faulty, Festive Lights Ltd will contact you to discuss the next procedure.
* Collections will only be arranged if the value or weight of the item exceeds our small parcels requirement. We advise customers to send returned goods on a Royal Mail 1st or 2nd Class Recorded Service. The return cost will be refunded to the customer upon receipt of goods. (Please note that parcels sent via Royal Mail can sometimes take upto 7 days to reach us).
INTERNATIONAL RETURNS - If you have a damaged or faulty item and have purchased from outside the UK, then please contact us at contact@festive-lights.com before sending them back to us. If an item it returned without notification, then we cannot issue the return cost back to us.
DISTANCE SELLING REGULATIONS
Under the UK Distance Selling Regulations, you have 7 working days (from the day after you receive your goods) to cancel the contract for your order with us. We will issue you with a full refund, including outward delivery charge; however you will need to return the entire order to us at your cost if you have already received them. *If we arrange collection there will be a charge of £12.95.
If we do not receive the cancelled order back, we may arrange to have them collected at your cost.
You can cancel your order by:
Emailing us at contact@festive-lights.com with your order number to request information regarding returning a product or via my account.
Return the product(s) to our store with your receipt and bringing the card you used to pay for the order so we can issue a refund.
In writing to Festive Lights Ltd, Disklok House, Preston Road, Charnock Richard, Chorley, Lancashire, PR7 5HH.
IN ALL CIRCUMSTANCES
We understand that goods need to be examined and in some cases installed; however, you as the consumer have a duty to take reasonable care of the goods. Goods must be returned in or with the original packaging wherever possible.
Please note, return procedures may take longer during peak order times, you will be contacted as soon as possible.
THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS. DETAILS OF YOUR LEGAL RIGHTS ARE AVAILABLE FROM THE CITIZENS ADVICE BUREAU OR CONSUMER DIRECT.
