If an item arrives damaged or faulty this must be reported within 7 days of receiving the item. Beyond this period any fault to the product must be reported as soon as is reasonably possible. We may ask the customer to provide details of the fault or damage so we can assess the best way to deal with the problem.
If you are asked to return your items, please follow the procedure below in order to do so. Please note that this information relates to returning a parcel from within the UK. Please contact us regarding returns from overseas.
How to return items
Regardless of the method by which you return any item/s to us, you must fill out the returns label that arrived with your order indicating which items you are returning and why, and place this within your parcel. If you have (lost your returns label – please contact us).
Items less than 20kg and smaller than 61cm (L) x 46cm (W) x 46cm (D)
These can be returned at your local post office via Royal Mail. This service is avalibale to GB Mainland, Channel Islands and Isle of Man. Find your local post office branch.
We can arrange for collection of larger items (from designated drop-off points) using DPD Pickup Returns, if required, but there is a charge of £5.95 per box. If you wish for us to arrange a collection from your address, there will be a charge of £10.95 per box. In exceptional circumstances please contact us.
Where possible, please return the items to us in the original packaging. The Post Office will provide you with a Proof of Postage receipt; you should keep this as it contains the tracking information for your parcel. Please note that without your Royal Mail receipt, we cannot take responsibility for your parcel if it does not arrive back to us. In such circumstances we would, unfortunately, not be able to offer a refund.
You will be notified via email as soon as we have received your items back. Once they have been assessed, you will then be issued with a replacement (if the items cannot be repaired) or a refund. Typically this may take 5-7 working days. If the item is not faulty, Festive Lights Ltd will contact you to discuss the next procedure.
Under some circumstances (usually when a product is no longer within the warranty period) we may be able to offer spare parts. Please note that products sold as spares have a 3 month warranty.
This returns policy does not affect your legal rights. Details of your legal rights are available from the Citizens’ Advice Bureau or Consumer Direct.