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Established since 1999
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Refunds & Returns

Festive Lights Ltd will refund or exchange any unwanted items on your order before or up to 14 days following the day of delivery if you return the product(s) to us unopened and in it’s original packaging, complete with any free gifts or accessories. If you have opened the box to examine the product you must have done so without damaging or marking the product or packaging. The product must not have been used or installed.

This does not affect your consumer rights and if you open the goods to inspect them, you can still cancel your purchase at any time either before or up to 7 working days following the day the goods are delivered.

You can cancel your purchase by:

  • emailing us at info@festive-lights.com to request that we collect the product, or
  • phoning us on 01257 792111 with your order reference number and delivery details to hand
  • returning the product(s) to our store with your receipt and bringing the card you paid with so we can credit it.
 

UNWANTED ITEMS

  • Items will only be accepted if they are returned within 14 days of purchase, unopened and in its original packaging.
  • The customer must pay the return carriage fee (or £15 collection fee) or seek an alternate delivery method.
  • The item will be fully checked on receipt. The cost (less delivery) of the item will be refunded subject to it's saleable condition.
  • All returned items that are unwanted will be subject to a 10% re-stocking fee.
 

DAMAGED ITEMS

  • The customer will need to provide evidence of the item/damage before we will arrange collection.
  • (please call us on 01257 792111 for advice on how to do this).
  • Any damage to the product must be reported to Festive Lights Ltd within 48hrs of receipt.
  • Festive Lights Ltd will then contact you with the next procedure.
 

FAULTY ITEMS

  • Festive Lights Ltd will contact you to arrange a suitable collection time.
  • Note. collection can only be designated for the morning or afternoon.
  • Once the collection has been arranged, the customer must have the item(s) packaged to a similar standard as received, if possible, with the original box and packaging.
  • If the collection failed the customer must pay to re-arrange the collection and arrange a new time.
  • Once Festive Lights Ltd has received the returned item, it will be checked thoroughly for faults.
  • The customer will be contacted with the assessment result and will request if the customer would like a replacement or refund.
  • If the item is faulty and the customer would like a replacement, a new item will be dispatched the following working day.
  • If the item is faulty and the customer does not require a replacement, Festive Lights Ltd will contact you to issue a complete refund for the order.
  • If the item is not faulty, Festive Lights Ltd will contact you to discuss the next procedure. 

Please note, return procedures may take longer during peak order times, you will be contact as soon as possible.

To return a product(s) please login to my account and select return a product(s) underneath recent orders.

THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS. DETAILS OF YOUR LEGAL RIGHTS ARE AVAILABLE FROM THE CITIZENS ADVICE BUREAU OR CONSUMER DIRECT.