Refund policy
Returns & Refunds Policy
We want every order to arrive exactly as expected. If something is incorrect, faulty, damaged or no longer suitable, the information below explains how returns, refunds and warranty claims are handled.
Need to arrange a return?
Please contact us before sending anything back so we can confirm the correct return process.
Email BrightboxGeneral Returns
Brightbox Lighting Ltd aims to always provide high quality goods that are fault free and undamaged. On occasion, however, goods may need to be returned.
Return shipping is the customer’s responsibility unless the return is due to our error. Returns are governed by these Terms and Conditions.
Incorrect Items
If you receive an item that is incorrect or not as described, please contact us within 30 days. We will arrange the return and cover any collection or shipping costs.
You may choose a replacement, subject to availability, or a refund to your original payment method once the item has been returned.
Faulty Items on Arrival
If a product arrives faulty, please notify us within 30 days. Items should be returned in their original condition with all packaging and accessories.
Once the item has been inspected, we will issue a refund or replacement.
Damage in Transit
If your order appears to be damaged upon delivery, please make the courier aware or refuse the delivery where appropriate.
You must notify us within 1 day so we can arrange a return and either a replacement or a refund.
Unwanted Items
If you receive an item that you no longer require, please contact us within 30 days. Return shipping must be arranged and paid for by the customer.
Goods must be returned to Brightbox Lighting in a resaleable condition, in their original packaging, and with all accompanying documentation.
Bespoke or made-to-order items may not be eligible for return, as these are personalised to your requirements. Where a return is accepted for such items, a restocking fee may apply.
A refund will be issued to your original payment method once the item has been received and inspected. A restocking fee may also apply if the item is used, incomplete, not in a resaleable condition, or if the return is made outside of the 30-day period.
Your Right to Cancel
You may cancel your order for any reason within 14 days from the date you receive the goods. To cancel, you must inform us of your decision within the 14-day cancellation period. You can do this by email or in writing. You do not need to give a reason.
Once you have notified us of your wish to cancel, you have 14 days to return the goods to us.
- You are responsible for arranging and paying for the return of non-faulty items.
- Items must be returned in a resaleable condition and in their original packaging.
- If items are used, incomplete, or missing packaging, a partial refund may be issued at the Company’s discretion.
Exclusions
Your right to cancel does not apply to bespoke or made-to-order items.
Condition of Returned Goods
To receive a full refund, items must be returned in the condition you received them.
If packaging, accessories, or components are missing, or if the item shows signs of use, a deduction may be made to reflect reduced resale value. Please note that a restocking fee will apply.
Refunds
All refunds will be issued to the original payment method used at the time of purchase. Once processed, refunds may take up to 10 working days to appear, depending on your card provider or bank.
Brightbox Lighting Ltd reserves the right to exercise discretion with respect to any returns under these Terms and Conditions. Factors which may be taken into account include, but are not limited to:
- Any use or enjoyment that you may have already had out of the goods.
- Any characteristics of the goods which may cause them to deteriorate or expire rapidly.
- Where goods consist of audio or video recordings or computer software and the packaging has been opened.
- Any discounts that may have formed part of the purchase price of the goods to reflect any lack of quality made known to the customer at the time of purchase.
Warranty
If an item develops a fault within its warranty period, the customer should first contact the manufacturer. We will arrange a repair or replacement in line with the manufacturer’s process where applicable.
Products are covered by the manufacturer’s warranty. Warranty claims must follow the manufacturer’s process. We are not responsible for manufacturer decisions.
- External or user network changes, or software updates that cause the product to not operate correctly, will not be covered.
- Any systems that have been tampered with or modified will void any warranties specified when purchased.
- Brightbox Lighting warranty will not cover the replacement of rechargeable batteries. All batteries will be covered by the standard manufacturer’s warranty.
Guarantees and warranties can only be fulfilled on goods purchased and delivered within the UK. In order for us to conduct a guarantee or warranty claim for goods taken outside of the UK, the goods will have to be returned at the customer’s expense. Alternatively, you can make the goods available for collection at a UK address. This also applies to goods delivered to shipping companies. Subsequent to a guarantee or warranty claim, goods can only be re-delivered to a UK address.
Limitation of Liability
We are not liable for indirect, incidental, or consequential damages. Liability is limited to the value of the purchased product.
Governing Law
These terms and conditions, and the relationship between you and Brightbox Lighting Ltd, shall be governed by and construed in accordance with the law of England and Wales. Brightbox Lighting Ltd and you agree to submit to the exclusive jurisdiction of the courts of England and Wales.