After receiving the item, cancel the purchase within
Buyer pays return postage
The buyer is responsible for return postage costs.
Return policy details
REFUNDS & RETURNS
In addition to the Consumer Contracts Regulations (which replaced the Distance Selling Regulations in 2013) you can cancel any order within 14 days of receiving your original order*. Goods should be returned in their original packaging where possible and will be inspected on return. The goods remain your responsibility until they reach our warehouse, so make sure it’s packed up properly and can’t get damaged on the way. Items up to 3kg can be returned by attaching the prepaid returns label that is sent with every order (lost your returns label - please contact us) to your parcel and taking this to your local Post Office. Larger items will need to be returned at the consumer's expense. We can arrange for collection of larger items using DPD Homecall Returns if required but there will be a charge of £5.95. In exceptional circumstances please contact us.
We regret that we cannot issue refunds or exchanges after the 14 day period outlined in the Consumer Contracts Regulations.
The Post Office will provide you with a Proof of Postage receipt; you should keep this as it contains the tracking information for your parcel. Please note that without your Royal Mail receipt, we cannot take
responsibility for your parcel if it does not arrive back to us. In such circumstances we would, unfortunately, not be able to offer a refund.
DAMAGED AND FAULTY ITEMS
Any fault or damage to the product must be reported as soon as reasonably possible after receipt of the goods. We may ask the customer to provide details of the fault or damage so we can assess the best way to deal with the problem.
If a refund or replacement/repair is required there are two options for returning the item/s to us, dependant on the size and nature of the items. For items under 3kg please use the Royal Mail returns label that arrived with your order (lost your returns label - please contact us) and take the item to your local Post Office. For larger items we can arrange for the faulty item to be collected using DPD Homecall Returns. Please keep any receipts or documentation that you are provided with.
You will be notified via email as soon as we have received your items back. Once they have been assessed, you will then be issued with a replacement (if the items cannot be repaired) or a refund. If the item is not faulty, Festive Lights Ltd will contact you to discuss the next procedure.
If you have a damaged or faulty item and have purchased from outside the UK, then please contact us before sending them back to us. If an item is returned without notification, then we cannot issue the cost of the return back to you.
IN ALL CIRCUMSTANCES
We understand that goods need to be examined and in some cases installed; however, you as the consumer have a duty to take reasonable care of the goods. Goods must be returned in or with the original packaging wherever possible.
Please note, return procedures may take longer during peak order times, you will be contacted as soon as possible.
THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS. DETAILS OF YOUR LEGAL RIGHTS ARE AVAILABLE FROM THE CITIZENS ADVICE BUREAU OR CONSUMER DIRECT.