Returns Policy
Lighting Room – Luma Lighting Supplies Ltd
All returns must be requested in writing – by post or email. A phone call is not sufficient.
📧 returns@lightingroom.co.uk 📞 01772 619696 ⏰ Mon–Fri, 10am–5pm
Please inspect your goods within 48 hours of delivery and check:
• No breakages or physical damage
• No missing items
• You have received the correct products
Note: Claims cannot be accepted after an item has been installed.
• Notify us within 14 days of receiving your order.
• Return the goods to us within a further 14 days of notification.
• Refunds are processed within 10–14 working days via your original payment method.
• Items must be unused, unfitted, and in their original packaging in re-saleable condition.
• Items returned without an outer box will not be accepted.
• All shades must be kept in their original protective wrapping.
• Return postage is at your cost. We recommend insuring the parcel and keeping proof of posting.
• Exchanges are subject to outbound delivery charges.
1. Complete the Returns Form (see last page) and email it to returns@lightingroom.co.uk.
2. Await authorisation from our sales team – we aim to reply within 48 hours.
3. Once authorised, package goods securely in the original item box inside an outer box with padding.
4. Include a copy of your invoice (or a note with your name, address and authorisation confirmation) inside the parcel.
5. Send to the address below and retain your proof of posting.
If your order arrives damaged:
• Contact us by email at info@lightingroom.co.uk within 48 hours of delivery.
• Include photos of the damage and the packaging.
• Do not fit the goods. If the goods are fitted, we will be unable to provide a replacement or refund.
• Failure to report within 48 hours may result in a charge for a replacement.
Once we receive the returned item we will inspect it and arrange a repair or replacement where possible.
• Most products carry a 1-year manufacturing guarantee.
• The finish on outdoor lights is guaranteed for one year, except within five miles of the coastline.
• We do not cover electrician or installation costs.
• Within 6 months of purchase: we will refund your return postage on receipt of proof of posting.
• After 6 months: return postage is at your cost.
6. Email returns@lightingroom.co.uk with a description of the fault and photos.
7. Include your order details, the number of faulty items, and whether you want a replacement or refund.
8. Our sales team will respond within 48 hours and advise on next steps.
9. If a spare part cannot resolve the issue, we will ask you to return the goods for inspection. Package securely in the original box inside an outer box.
10. If inspection confirms a manufacturing defect, we will offer a replacement, exchange or full refund within 14 days.
11. If the fault is not due to a manufacturing defect, the goods will be returned to you and outbound postage charges will apply.
12. Goods will not be accepted for refund or exchange without prior authorisation from our sales team.
The following cannot be returned or refunded:
• Bespoke light fittings, bespoke shades and spare parts
• Made-to-order items
• Specially ordered replacement shades and spare parts
• Items from Original BTC, Davey Lighting, David Hunt Lighting and The Light Shade Studio – these are made to your individual requirements and cannot be resold. A 24-hour cooling-off period applies from the time of order.
Trade quotation orders are subject to a 35% restocking charge.
None of the above affects your statutory rights where goods are faulty or not as described.
Please send all returns to:
Lighting Room, Luma Lighting Supplies Ltd
75 Liverpool Old Road
Walmer Bridge, Preston
Lancashire, PR4 5QE
Always obtain proof of posting and, where possible, insure your parcel.
Returns Form – Unwanted Goods
Lighting Room | Luma Lighting Supplies Ltd | 75 Liverpool Old Road, Walmer Bridge, Preston, PR4 5QE
📧 returns@lightingroom.co.uk 📞 01772 619696 ⏰ Mon–Fri, 10am–5pm
Please complete this form and email it to returns@lightingroom.co.uk or include a printed copy with your parcel. Do not return goods until you have received authorisation from our sales team.
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1. Your Details |
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Full name |
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Order reference / number |
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Email address |
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Contact number |
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Delivery address |
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2. Order Details |
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Date of purchase |
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Date goods received |
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Number of items to return |
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Item code(s) / name(s) |
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3. Return Details |
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Reason for returning |
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Goods unfitted and unused? |
☐ Yes ☐ No |
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Goods in original packaging? |
☐ Yes ☐ No |
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Goods in re-saleable condition? |
☐ Yes ☐ No |
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I would like a: |
☐ Exchange ☐ Refund |
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Any other information |
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4. Declaration |
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I confirm the above information is correct and that the goods are unused, unfitted, in their original packaging and in a re-saleable condition. |
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Signature |
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Date |
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For office use only:
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Authorised by:
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Date authorised:
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Outcome (refund / exchange):
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Returns Label
Cut out and attach securely to the outside of your parcel.
✂️ ─────────────────────────────────────────────────────────────────
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Returns Department |
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Lighting Room Luma Lighting Supplies Ltd 75 Liverpool Old Road Walmer Bridge, Preston Lancashire, PR4 5QE |
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Order Number:
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Remember:
• Only return goods once you have received authorisation from our sales team.
• Include a copy of your invoice or a note with your name, address and order number inside the parcel.
• Obtain proof of posting.
• We recommend insuring the parcel for the value of the goods.
