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Returns Policy

Your satisfaction is our main priority.

Should you find yourself in the unlikely situation where you are not entirely satisfied with your product, we will be more than happy to refund the original price of stock items.

The goods must be returned by your own means within 14 days of receiving the delivery (the date of the delivery will be recorded by our carriers). We must obviously receive the goods back in a sale-able condition, unused, unmodified in the original packaging and box, with all associated components i.e. lamps.

Please understand that we will be unable to refund any direct costs such as the postage, packing and insurance costs.

Until the goods reach our possession you are ultimately responsible for the condition and well being of the product. We urge you to pack the goods to the same degree as to which they were received with all protective packaging in place.

Should we receive any goods back without packaging we will not issue a refund.

If you therefore have a requirement to return your goods for whatever reason, we will require you to complete one of our returns forms; these can be obtained by contacting us by email, fax or telephone.

Once we have received your request to return goods we will issue you with a returns authorisation number. Please note goods received back without a returns authorisation number will not be accepted. If you are given authorisation to return goods it is your responsibility to ensure we receive the goods within 14 days. Lightplan will refund by means of the original payment within 30 days.

 

Faulty Items,

We must have written confirmation for any faulty items. At this stage we will contact you once we have forwarded your claim onto the manufacturer. The manufacturer may request your fitting back for testing, we will not be liable for any electrician or postage costs.

 

Damaged and missing items,

We must be informed about damaged or missing items within 24 hours of delivery. Please thoroughly check your fitting upon receipt. 

Please be aware that goods returned after 14 days may incur a handling charge depending on the supplier. We always recommend to return unwanted goods before this deadline to avoid any charges. Goods that have been ordered in are classed as non-stock items and these will also be subject to a 20% handling charge from the original invoice value before any discount or VAT.

Please be aware that you waiver any right to return any goods that are classed as bespoke products. Products that fall in this category have been clearly marked on their product pages.

This returns provision does not affect your statutory rights (relating to faulty or mis-described goods or your right to cancel orders under the consumer Protection (Distance Selling) regulations, further details of which are available from your local Trading Standards Department or Citizens Advice Bureau.

Please use a reputable carrier with a recorded delivery service to return any goods.

Lightplan Customer Services

615-619 Watford Way,

London

NW7 3JN

Please ensure your returns authorisation number is clearly marked on the outside of the box. Please do not mark the manufacturer’s packaging.

Lightplan will in no way be responsible or liable for any costs incurred due to faulty goods, shortages or late deliveries relating to electricians fees or time taken from place of employment.

Damaged Goods

You must report any damaged goods upon receipt of your delivery within 48 hours by means of one of our return forms. Please contact us by email, fax or telephone.

Please note that the courier will require you to sign that you have received the product in good working condition, if you do not have the opportunity to examine the goods you must  sign for the goods “un-examined”. If the goods or outer packaging is damaged please sign for the goods as “package damaged” or refuse the delivery.

Please be aware that a signature will be required in order for the goods to be delivered. Therefore, please ensure that there is someone available to take possession of the goods when the delivery is scheduled.

Faulty Goods

If you find yourself in the situation where your goods are found to be faulty within the warranty period and you require a replacement product please email or write to us immediately. We will need to contact the relevant manufacturer to make the necessary arrangements. It is likely the manufacturer may require a test to confirm your goods are faulty, in this scenario please follow our returns procedure as detailed in our returns policy section.

Please note that all fittings that are sold complete with lamps or tubes, are supplied on the basis that they are free of charge and are therefore excluded from warranty or damaged on delivery replacement. Due to the delicate nature of these products we are unable to supply free of charge replacements.

Lamp life is calculated on an average and will vary depending on your location; fluctuations in voltage can considerably affect your lamp life.

All of our products are checked by hand prior to them being dispatched to ensure their quality.

Cancellation

Should you find yourself in the position where you need to cancel any goods prior to them being dispatched, you are asked to contact us by email as soon as possible.

Any goods that have already been dispatched will have to be returned by our returns procedure as detailed in our returns policy section.