Refund policy

Returns and Refund Policy

Light Fittings

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return in strict accordance with the United Kingdom, Distant Selling Regulations of which more information is below.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customerservices@firstlightdirect.com. 

If your return is accepted, we’ll send you a return shipping label if the mistake is our own error otherwise you need to arrange delivery back to the place notified in instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at customerservices@firstlightdirect.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customerservices@firstlightdirect.com.

Distance Selling Regulations 

We will ensure that should you make a mistake we will put it right for you, all you have to do is return the item to us and we can do the rest, and as long as the goods are in 100% resalable condition, completely unused in any way, we shall return the cost of the products to you less any charges or discount deductions that may become due, in accordance with the terms set out in the distance selling regulations and below.

However, after the 14 day period from the date of the delivery of the distance selling regulations there will be a handling charge for returns.

The distance selling regulations only applies to Consumers which is defined as a non business user. If the order is placed by a business then the Distance Selling Regulations don't apply and therefore handling charges may apply.

Distance selling regulations do not apply to any orders less than £42.00 as detailed within the regulations 

And the restocking fees will only be applied to Non Consumer Customers or those not in compliance with the Distance Selling Regulations who advice of the return after 14 days or take longer than 14 days to return the goods after notification of the return.

Should you wish to return a product, please ensure you firstly contact us? This is to ensure that the product is returned to the correct warehouse and that we can process your full or part credit as soon as possible.

Email - customerservices@firstlightdirect.com and one of the team will contact straight back with the address to send the goods to.

  1.  The Goods must be returned and received by us within 14 days of you requesting the return. Date of postage is not accepted as the date of return.
  2. Make sure the goods are completely unused.
  3. Make sure the goods are in the original packaging.
  4. Make sure that there is no damage to the packaging or the goods in any way.
  5. Package the goods carefully to ensure they arrive with us intact.
  6. Place your original delivery note and copy of the order in with the goods.
  7. Email us to let us know you have sent the goods.
  8. Credit Card and Debit Card refunds can take up to 3/7 working days to reach your card after we have
  9. inspected the goods on return.
  10. Take care not to use tapes on the boxes as the original boxes must be in useable condition, if the product requires reboxing a 15% reboxing charge is applied.

Goods that are found to be used when inspected or tested will not be accepted in any circumstances. We can not resell used goods. If you send back used goods you will be respond for the costs of re delivery to yourself. If collection If not made within 90 days the goods will be disposed of to waste collection under the WEEE Regulations.

Our Standard returns handling fee is 30% of the value of the goods and reboxing fee if applicable. Shipping is not refunded. This only applies after the 14 days acceptance period as detailed in the Distance Selling Regulations.

Special Orders or Ordered In Materials for yourself

The distant selling regulations do not apply to items that have been made to order or that you have requested are bought in specially for yourself. Only Stocked items apply to the distant selling regulations where applicable.

Special Condition for All Elstead Ranges

Where a volume discount has been applied on the original order and subsequently a return of part of the order has taken place and accepted by the Company. Then any discounts that would have not applied if the original order had been for a lesser quantity shall be deducted from the refund amount so that the remaining quantity value would equal the same amount as if it had been originally ordered.

Example £30 Quantity Discount when 4 fittings Ordered, and if 3 fittings are returned the £30 Quantity Discount is deducted from the refund cost, as that would have been the price should the customer have only Ordered 1 No fitting originally on its own.

Faulty Goods Claims

We wish to draw your attention to our company policy regarding the above.

If goods are deemed to be faulty for whatever reason, our liability is limited to replacing the goods free of charge.

We are not responsible for secondary costs.

However, in exceptional circumstances if first agreed in writing from the original equipment manufacture, when the following conditions are observed it may be possible with the manufactures agreement to assist in some manner:

  • We are informed of the problem before any remedial work takes place
  • We are permitted to visit and inspect the site
  • Copies of relevant inspection and test documentation as required by the regulations governing electrical installations should be made available if requested
  • We agree in advance any secondary costs
  • This amount is paid by the manufacture to us in the form of a credit note or replacement goods
  • The labour charge applicable is "basic labour cost without margin"
  • We will not be responsible for any additional charges such as overtime, specialist equipment  travel time etc.

Thank you in advance for observing these terms and should you have any questions, please do not hesitate to contact us directly.

https://www.gov.uk/online-and-distance-selling-for-businesses

https://www.gov.uk/online-and-distance-selling-for-businesses/online-selling

https://www.gov.uk/accepting-returns-and-giving-refunds