A clear next step
Help with a return request, an incorrect item, damage or a change to your order.
Contact us before sending a return
Send your order number, checkout email and the item you are asking about. Explain the reason for the request and include photographs where useful. We will review the circumstances and provide the next steps.
Please wait for the appropriate return instructions before shipping. A business or contact address shown elsewhere on the site should not be treated as an automatic return destination.
Keep the item and packaging together
Where returns are accepted, the current policy requires the item to be in the same condition received, unused, with tags and original packaging or as specified in the return instructions. Keep accessories, components and protective packaging together.
Using, installing, damaging or handling a product beyond what is necessary can affect the assessment of a return or refund under the applicable policy. Ask us before installation if you are considering a return.
Report damage or an incorrect item
Inspect your delivery promptly and contact us immediately if something is damaged, defective or incorrect. Photograph the product, visible issue, outer carton, internal packaging and shipping label where safe to do so.
Keep the packaging while the issue is reviewed. Do not install a damaged electrical fixture or attempt repairs. If there is an electrical concern, isolate it safely and consult a qualified electrician.
Return shipping, exchanges and refunds
Unless otherwise stated or required by applicable law, change-of-mind return shipping is your responsibility. Confirm the return address and shipping requirements before arranging a carrier. Contact us to discuss exchange options before returning an item.
After a return is received and inspected, you will be notified of the decision. Approved refunds are issued to the original payment method unless otherwise stated. Banks and payment providers may need additional time to post the funds.
Changes, cancellations and custom orders
Contact us as soon as possible if you need to change or cancel an order. The available options depend on processing, dispatch and any agreed production terms. An in-transit order cannot simply be changed as though it had not shipped.
Before approving a custom specification, ask which cancellation and return terms apply to that particular order. The Refund Policy explains additional rights for eligible European Union and United Kingdom consumer orders; consult the complete policy for those details.
Let us review your request.
Include the order number, item and issue so we can identify the appropriate next step.
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