Non-Faulty Returns and Cancellations (Consumer Orders)

When returning an item, please ensure the box and original packaging are in perfect condition and suitable for resale. Packaging must not be written on or defaced in any way. Please apply your courier label to an outer box and avoid writing on the branded box.

To minimise unnecessary expenses, please ensure you order precisely what you require. If the goods delivered are not what you ordered, please notify us via email on the day of delivery where possible.

Under the Consumer Contracts Regulations 2013, you have the right to cancel your purchase. To exercise this right, notify us in writing (email or letter) within 14 days from the day after the goods are delivered to your shipping address. Telephone calls are not a valid method of cancellation.

Important: Return shipping costs for non-faulty items are the responsibility of the customer. We do not cover return postage unless the item is faulty or supplied incorrectly.

Our email address for cancellations and returns is hello@leoralighting.co.uk

Please note:

• Once a product has been installed or fitted, it cannot be returned unless it is defective, and we have the opportunity to supply a replacement.
• Items must be returned unused, in original packaging, and in perfect resaleable condition.
• Returns will not be accepted without prior notification and an issued returns number.
• Include the returns number, your name, address, and order number on a separate note inside the return.
• You have 14 days from receiving confirmation to return the item to the supplied address.
• You are responsible for postage or shipping costs. We recommend using a traceable, insured method. Refunds cannot be issued for lost or damaged returns.

Refunds for returned items (less any carriage costs) will be processed within 14 days of receiving the returned item at our warehouse.

Return Address: Leora Lighting, Unit 1, 40 Coldharbour Lane, Harpenden, Hertfordshire, AL5 4UN

Certain items may be subject to a restocking fee. These situations will be clarified at the time of return authorisation.

Special Order & Bespoke Items

Products marked as Special Order, Made to Order, or Customised are exempt from cancellation and return unless faulty. These items are sourced or manufactured specifically for you and cannot be restocked. Please check the product page or contact us if unsure whether your item is classified as a Special Order.

Business Customers (B2B)

Orders placed by businesses or for commercial use do not qualify for consumer return rights under UK consumer law. Returns from business customers are only accepted at our discretion and may incur restocking fees. Special Order or non-stock items are non-returnable under any circumstance unless faulty.

Returning a Faulty Item

If your product has a physical defect, notify us of the issue within the following timeframes:

• Glass, mirror, or plaster breakages: within 48 hours of delivery
• Other physical defects: within 14 days of delivery
• Electrical defects: within the product’s warranty period

To report a faulty item:

• Contact us in writing at hello@leoralighting.co.uk
• Provide order details, description of the fault, and photos if requested
• We’ll confirm receipt and issue a returns number (required for all returns)

Items must be packed adequately for return shipment. Refunds or replacements will be processed within 14 days of receiving the returned item. Additional delivery charges may apply for exchanges.

Items Damaged in Transit

Please inspect your items on arrival and notify us of any damage within 48 hours of delivery. We cannot accept claims for transit damage reported after this period. Photographic evidence is required to process your claim.

Damage Caused by Incorrect Installation or Modification

Leora Lighting cannot accept liability for damages or defects caused by incorrect installation, misuse, or modifications to the product. We strongly advise customers to inspect products thoroughly prior to installation.

Additional Information

• Excluded Items: Custom-made or bespoke products are non-returnable unless faulty

• Return Costs: Customers are responsible for return costs unless the item is faulty or supplied incorrectly.

• Inspection Prior to Installation: Please check items before installation. If unsure about compatibility or fitting, contact us.

• Support and Guidance: If you are unsure about compatibility or installation requirements, contact us at hello@leoralighting.co.uk before placing your order. We’re happy to help!
  
  Returns without prior authorisation and a valid returns number will not be accepted.

Sustainability Commitment

To reduce environmental impact, we encourage responsible returns. Please only return items that meet our policy requirements and consider recycling packaging materials where possible.

If you have any further questions, please contact us at hello@leoralighting.co.uk.