Refund policy

1. General Information

All products sold by The House of the Lighting are supplied by professional manufacturers and meet the quality and safety standards required for sale in the United Kingdom.

We recommend that customers carefully review product descriptions, technical specifications and dimensions before placing an order.

2. Order Cancellation

We aim to process and dispatch orders as quickly as possible to ensure fast delivery.

Cancellation before dispatch

Orders may be cancelled before dispatch for a full refund.
Once an order has been dispatched, it can no longer be cancelled.

To request a cancellation, please contact us as soon as possible at:
contact@thehouseofthelighting.co.uk

3. Returns Eligibility

We accept returns only if the following conditions are met:

The product is unused, uninstalled, and in perfect condition
Returned in its original packaging, including all accessories
No signs of wear, damage, modification, or installation
The return request is made within 14 days of delivery

Returns that do not meet these conditions may be refused.

4. Non-Returnable Items

The following items cannot be returned or refunded:

Installed or used lighting products
Products damaged due to incorrect installation or misuse
Items returned without original packaging
Customised or made-to-order products (if applicable)
Clearance or final sale items (clearly marked)

5. Damaged or Faulty Items

If your order arrives damaged or faulty:

You must notify us within 5 days of delivery
Please email us at contact@thehouseofthelighting.co.uk with:
- A detailed description of the issue
- Clear photos of:
  - The damaged product
  - The packaging
  - The shipping label

Once approved, we will offer:

A replacement
Or a refund (depending on availability and circumstances)

6. Incorrect or Missing Items

If you receive:

The wrong product
An incomplete order

You must notify us within 24 hours of delivery with photographic evidence.

We will investigate the issue and provide an appropriate resolution.

7. Return Shipping Costs

Return shipping costs are the responsibility of the customer
Shipping fees are non-refundable
If a refund is approved, return shipping costs may be deducted from the refund amount
We strongly recommend using a tracked and insured delivery service

We are not responsible for lost or untracked return shipments.

8. Refunds (If Approved)

Once your return has been received and inspected:

You will be notified by email
Approved refunds will be processed to the original payment method
Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider