Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return by email.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You must not write on the product box or seal with any tape other than clear. You must packaging the product box in an external box to protect the product box. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at dispatch@decor-lighting.co.uk. Please note that returns will need to be sent to the following address once we reply approving your return: 

Décor Lighting / Cp Electrical

Returns Department

Central House

Ninth Avenue East

Team Valley

Gateshead

NE11 0EJ

Items sent back to us without first requesting a return will not be accepted and be automatically returned to you.


You can always contact us for any return question at dispatch@decor-lighting.co.uk.


Damages and issues
Please inspect your order upon reception and contact us immediately via the Report A Fault Form located on the footer of our website if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Faults reported after 48 hours will not be accepted.


Exceptions / non-returnable items
Certain types of items cannot be returned, like custom & made to order products (such as special orders and personalized items), a). We also do not accept returns for hazardous materials, flammable liquids (reed diffusers and refills). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at dispatch@decor-lighting.co.uk.

ONCE YOU RECEIVE YOUR ORDER

Though great care is taken when packing and dispatching your order, we are not in control of our couriers deliveries. On this basis it is the responsibility of the customer to inspect all goods prior to installation within 48 hours of receipt of your order to your home or collection point. Even if you do not plan on installing your product(s) within this time we strongly recommend safely opening the product box and checking your order for any cosmetic flaws, non-electrical faults and missing parts. We are not liable after this 48 hour period or after installation. After the 48 hour period these product(s) will not be considered for return or exchange. Décor Lighting are unable to offer product exchanges after installation if item is damaged, and for lighting unless there is an electrical lighting fault. 

EXCHANGES

In the unfortunate instance your order arrives to you damaged, ensure you contact us by email, or by completing our online form within 48 hours. We will arrange a replacement product exchange and redelivery on the same in order to reduce our carbon footprint and avoid our customers waiting for two separate deliveries. 

Please note, we are unable to uplift your faulted product and redeliver the replacement product on two separate dates. 

RERURNS POLICY (BREAKDOWN)

Please Note:

  • All orders must be returned to us within 14 days from receipt and at your own cost.
  • All products must not have been used and for lighting not wired or fitted or installed in any way.
  • All products must be returned complete with all parts, fixings, drawers, glass, accessories etc.
  • All product boxes must not be damaged, ripped or written on and must only be sealed with clear tape.

Step 1:

  • When returning an item to us please complete our Return Request Form to request your return.
  • Please read our non-returnable products list (below) before completing your Returns Request Form.
  • We will respond to your Return Request within 48 hours. (Monday – Friday)

Step 2:

  •  Thoroughly read and follow the Full Returns Policy below.
  • Package your items in outer packaging or an outer box to prevent the product box from being damaged.
  • You must not write on or attach any returns labels onto the product box – outer packaging only.
  • You must only use CLEAR tape to re-seal the product box only.
  • The product box must be returned back to us in its original condition – no damages.
  • Please enclose your order reference number within your approved returns.

 

Please Note:

We cannot accept returns where the product box is damaged (including tears from opening), has been sealed using any tape other than clear or has been written on.

If our Returns Policy criteria has not been met once we receive your return, we will be unable to issue a refund your order. You will then need to pay a delivery charge to have your order re-sent back to you, or alternatively you can arrange for your own courier to collect your order from us. Please see our Full Returns Policy below.

We strongly recommend sending your order back to us using a tracked and insured delivery service for your own peace of mind.

If the above conditions are not met then we are unfortunately unable to accept your return.

Once we receive your return your item(s) and the above criteria is met we will issue you a refund to your original payment method, Please allow 3-5 working days for the return process and for the refund to arrive back into your account.

RETURNS POLICY (FULL)

All orders must be returned to us within 14 days from receipt and at your own cost. Products must not have been used, and for lighting not wired or fitted in any way. For returns on items we don't stock please see "Special Orders" below or contact us by email at sales@decor-lighting.co.uk confirm if an item is a stocked line or a special order, where a member of our Customer Services team would be happy to answer any questions you may have.

To clarify Special Orders are subject to a 25% re-stocking. Please see information on "Special Orders" below for further information.. 

When returning an item to us please contact us to request your return. We are unable to accept any returns which do not meet our Returns Policy criteria or that aren't pre-authorized - these will be declined and automatically resent back to you.

You must not write on or attach any returns labels onto the product box. The product box must returned to us inside another box to protect the original product box from arriving to us damaged. This is to ensure the original product box arrives to us safely in its original condition. Please attach the returns label to an outer box or outer packaging, and only use clear tape to reseal the product box.

We can not accept returns where the product box is damaged (including tears from opening), has been sealed using any tape other than clear or has been written on. 

If our Returns Policy criteria has not been met once we receive your return, we will be unable to issue a refund your order. You will then need to pay a delivery charge to have your order re-sent back to you, or alternatively you can arrange for your own courier to collect your order from us.

We strongly recommend sending your order back to us using a tracked and insured delivery service for your own peace of mind.

Once approved please send your return including your order number to:


Returns Department

Cp Electrical

Central House

Ninth Avenue East

Team Valley

Gateshead

NE11 0EJ

United Kingdom

 

If the above conditions are not met then we are unfortunately unable to accept the return. 

REFUND POLICY

We offer a 14 day refund policy on all stocked goods that are not reduced or ex display, after this period of time we are unable to accept returns or exchanges. If you are unsure if the product you are ordering is a stocked item or special order, please contact us before ordering, a member of our Customer Service team will be happy to answer any question you may have. Further information on Special Orders, Bespoke, and Made To Order products is listed below.

PRODUCT CONDITION

All returned items must be unaltered, unwired, and in original packaging with all ceiling fixings and parts and instructions.

The product box must not be written on, damaged or sealed with any tape other than clear tape - refunds will be declined if the product box is returned to us damaged, written on or if any tape other than clear packing tape is used. This will result in the product being retuned back to you.

SPECIAL ORDERS

Special orders, Online orders (non-stock items) will incur a 25% restocking charge and are to be returned at your cost. This cost is incurred to us by our suppliers to return the item back to them and for administrative charges and shipping. We will always contact you by telephone and/or email after order is placed to remind you that you have placed a Special Order and to confirm you are happy to proceed with any special orders. Please check your Junk Mail and reply to this email confirming if you are happy to proceed with your order, or not. We must receive a reply in writing before we can process you order.

The 25% restocking charge is incurred if you decide to cancel an order once it has been placed or if you wish to return an item to us following the criteria on our 28 day Returns Policy.

Please contact us at sales@cpelec.co.uk to confirm if the item you are interested in is stocked or is a special order before you place your order with us. A member of staff will be more than happy to assist you and clarify any questions you may have.

REDUCED / SALE / PROMOTIONAL OR PRICE DROP PRODUCTS

Reduced items that are not ex-display / outlet can be returned within 28 days in original packaging and will receive a credit note with a 1 year expiry. This is providing our Returns Policy Terms & Conditions have been met.

NON-RETURNABLE PRODUCTS

These include:

    Bespoke or Made To Order products including shades, bed runners & cushions
    Light Bulbs
    Wallpaper / Wallcoverings 
    Reed Diffusers & Candles
    Light Shades can not be returned if their cellophane has been removed.

We do not offer a Credit Note / Exchange or Refund on the above item(s).

BESPOKE & MADE TO ORDER PRODUCTS

Bespoke & Made To Order items are strictly non-returnable and cannot be cancelled once your order has been placed with us. Please call or email us to confirm if the items you are ordering are bespoke items. 

No returns, cancellations or exchanges are offered on all made to order & bespoke products once ordered.

EX-DISPLAY OR OUTLET PRODUCTS

These are “Sold As Seen” and are strictly non-returnable (unless electrically faulty). This includes full priced and sale Ex Display items. Many ex display or outlet products may have slight marks, or damaged packaging, each flaw will be indicated on the products description. If you require additional photos of the product, please do let us know and we'll do our best to accommodate this. 

Outlet items may be brand new boxed items we have surplus stock off that are at a reduced rate, some outlet items may have flaws, these will be indicated in the product description and can not be returned once ordered.

LIGHT BULBS & ELECTRICAL ACCESSORIES

All Bulbs & Electrical accessories including LED drivers and all other electrical accessories are non-returnable.
SHADES

Shades are all applicable for a 25% restocking fee and must be returned complete with the original cellophane.

FAULTS & SHORTAGES

All faults and shortages must be reported to us within 48 hours of collection or from receiving delivery of your order to your delivery address or collection point. These faults include missing parts, damaged glass and general flaws. After 48 hours we cannot accept responsibility for any faults. Replacement parts (where available) would be chargeable after the 48 hours. If you are having renovations done to your home or do not plan of installing the product(s) within the 48 hours we recommend you thoroughly check your product(s) as soon as they are received and store them in a safe location to avoid damage on site. For lighting all electrical faults are covered by the fittings 1 year guarantee and do not have to be reported within 48 hour time period.

Please thoroughly check you are satisfied with all products before installing them. We are not liable for cosmetic damage once they have been installed - it is the responsibility of the customer to inspect all goods prior to any installation work within 48 hours. We cannot accept returns for any cosmetic imperfections reported after the item has been installed, and these will not be considered for return or exchange. Some brands offer a Home Care service where they are able to repair certain concerns at your home, this is to the brands discretion. 

On occasions where we are unable to rectify the issue using the Home Care service, we may offer an exchange dependent on the situation, please see "Exchanges" above for further information. 

As a small family business we take great care in ensure products arrive to you safely and in good condition, we will endeavor to do everything possible to ensure that we resolve faults and imperfections where possible with that in mind we appreciate your consideration towards our team and our Zero Tolerance policy.

Your statutory rights as a customer are not affected.

ZERO TOLERANCE POLICY

Decor Lighting operates a ‘zero-tolerance’ policy towards aggressive or abusive behaviour. This includes any personal, abusive or threatening comments, bad language, raised voices, sexist discrimination, racist discrimination, homophobic discrimination, physical contact and aggressive gestures. If our staff receive any verbally abusive behaviour over the telephone they have been instructed to terminate the telephone call and refuse assistance. If any abusive behaviour is given inside any of our premises you will be asked to leave.

We would like to continue to offer a professional, friendly and good relation with our customers alike and with that in mind appreciate your patience and understand that our team are here to help.

ELECTRICIAN & CONTRACTOR FEE'S

Decor Lighting are not liable for any electrician or contractor fee's regarding the installation, replacement or repair of any of our products.

NEED ASSISTANCE?

Need help or advice on any of our products? Please speak to a member of our friendly Customer Service team who have over 30 years experience in the industry. If you have any questions before you place an order or if you are unsure of any of our Terms & Conditions please contact our Customer Services team directly by emailing sales@decor-lighting.co.uk

Alternatively compete our Contact Us form and a member of our team will contact you.

Our friendly Customer Service team are available Monday - Friday 9:00am - 4:00pm (excluding Bank Holidays).