Refund policy

RETURNS POLICY (BREAKDOWN)

Please Ensure:

All orders must be returned within 14 days from receipt at your chosen address, safe place or collection point 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 products must be returned in original undamaged product packaging.
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 WEB order reference number within your approved returns.

Please Note:

Upon creating an account with Cp Lighting & Interiors / cplights.com you agree to our Terms & Conditions, these Terms & Conditions are also available to view on our website, and you can contact us to request a copy of these.

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. We are unfortunately unable to replace product boxes so we can not accept any returns where the product box is missing.

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 strictly unable to accept your return or issue a refund, credit or exchange.

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 at your chosen address, safe place, neighbor or collection point 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 atinfo@cplights.com 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.

Business to Business:

All orders placed which are invoiced and / or delivered to a business address are classed as Business To Business transactions where statutory return rights do not apply, and are therefore subject to restocking fee's or a decline in a return. This includes all trade, business orders (orders invoiced to a business) / B2B orders. There is no 14 day cooling off period for B2B orders.

Returns for unopened, unused, undamaged goods may be accepted at our discretion with a 25% restocking fee.

Home Visit:

If you receive an item that requires attention such as furniture which may need adjustment we may offer a Home Visit, this is brand dependent and subject to the brands discretion. On some occasions where we are unable to rectify the issue we may offer an exchange, please see "Exchanges" above for further information.

Returns Form:

When returning an item to us please complete our Return Request Form 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.

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 WEB number to:

Returns Department

Cp Lighting & Interiors

5 & 6 Maingate

Kingsway North

Team Valley

Gateshead

NE11 0BE

United Kingdom

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

Note: Please do not send any returns to our Mayfair, London address our our Central House, Team Valley addrees.

REFUND POLICY

We offer a 14 day refund policy on all goods that are not outlet, reduced or ex display, you must notify us in writing and return the goods to us within 14 days from receipt, after this period of time we are unable to accept returns or exchanges and your order will be declined and returned to you. 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, Personalized, 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.

PRODUCT PACKAGINE

Please protect the product packaging & box while this is in your possession. The product box must be sealed only with clear tape. Please then pop this in an external box and / or packaging in order to protect the product box.

Please do not add any labels, or write on the product box.

Please do not seal the product box with anything other than clear tape.

SPECIAL ORDERS

Special orders, Online orders (non-stock items) will incur a 25% restocking / handing 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. Special Orders include all items of furniture from Tommy Franks, Berkeley Designs and Kensington. Once an order is placed online and we have placed your order with our suppliers we are unable to cancel your order without a handing charge incurred to us from our supplier.

The 25% restocking / handling 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 14 day Returns Policy.

Please contact us at info@cplights.com 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 14 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
Reed Diffuser Refills
Home / Textile Sprays
Home Fragrance Gift Sets
Light Shades can not be returned if their cellophane has been removed.
Outlet Products
All Richmond Interiors Products
All David Hunt Lighting products

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.

DAVID HUNT LIGHTING

All David Hunt Lighting products are Made To Order and can not be cancelled or returned once ordered.

LUXE CASA CUSHIONS

Our Luxe Casa luxury cushions & runners are all specially handmade to order for you and are on a 15-20 working day lead time. We ensure the highest level of quality goes into all of our made to order & bespoke cushions, and for this reason we don't like to rush the production.

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

We take great care in making and packing our cushions, but if for any instance they have a blemish, flaw or imperfection, we will send a replacement cushion / runner in exchange.

EX DISPLAY 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 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 PRODUCTS

These are “Sold As Seen” and are strictly non-returnable (unless electrically faulty in the case of outlet electrical products). 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.

LIGHT BULBS & ELECTRICAL ACCESSORIES

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

REED DIFFUSERS, REFILLS, FRAGRANCE SPRAYS & CANDLES

All Reed Diffusers, refills, room sprays, textile sprays, reed diffuser sticks and candles are non-returnable.

SHADES

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

WALLPAPER & WALLCOVERINGS

All wallpaper is non-returnable, Cp Lighting & Interiors are not liable for any roll calculations resulting in excess rolls or shortages. Roll quantities are to be supplied by your decorator. All wallpaper / paste / paints can not be returned or exchanged.

FAULTS & SHORTAGES - 48 HOURS

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.

HOME RENOVATIONS - 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.

REPORT ALL FAULTS WITHIN - 48 HOURS

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.

Bespoke Cushions & Runners - We take great care in making and packing our cushions, but if for any instance they have a blemish, flaw or imperfection, we will send a replacement cushion / runner in exchange.

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

Cp Lihgting & Interiors 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

Cp Lighting & Interiors 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 40 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 info@cplights.com

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).