Almost all orders placed before 2.00pm (Monday to Friday) are despatched the same day, provided the items are in stock.
Free UK delivery on orders over £50
Orders over £50 including VAT qualify for free standard UK delivery. Long items (see below) and large items that need delivery on a pallet are not included in free delivery.
UK delivery options
- Standard Royal Mail, 2 to 4 working days: £3.95 inc VAT (£3.29 + VAT)
- Royal Mail Tracked 24, next working day aim: £7.14 inc VAT (£5.95 + VAT)
- FedEx Priority Express: £11.94 inc VAT (£9.95 + VAT). Ordered before 2.00pm with stock available, we aim for next working day. Because this depends on the courier network, next day is not guaranteed. Orders placed on a Saturday or Sunday are delivered on Tuesday.
Long items: tubes, battens and tubular heaters
Items 3ft (890mm) and longer, such as fluorescent and LED tubes, batten fittings and tubular heaters, are sent by FedEx Priority Express only, at £11.94 inc VAT (£9.95 + VAT), whatever the order value.
We can't currently deliver long items to Scotland, Northern Ireland, the Isle of Man, the Channel Islands, the Isle of Wight or the Isles of Scilly. Everything else in your basket can still be delivered to these areas as normal.
Republic of Ireland
We are not delivering to the Republic of Ireland at the moment.
If you have a specific delivery requirement, call our sales team on 02081 437 581.
Returns
Returns Policy
We want every order to be exactly right. If it isn't, or you simply change your mind, we've made returns straightforward.
How to Start a Return
Email us at Orders@lightshopdirect.com with your order number and reason for return. We'll reply with a returns authorisation reference and clear instructions for sending the item back. Please wait for this confirmation before posting anything, as returns sent without authorisation may not be accepted.
Our phone line (02081 437 581, 8am to 5pm, Monday to Friday) is available for general enquiries, but all returns must be started by email so we can give you a written reference and keep a clear record of your request.
Unwanted Items (Change of Mind)
You have 30 days from delivery to let us know if you'd like to return an unwanted item.
To qualify for a full refund, the item must be unused, uninstalled, and in resaleable condition with all original packaging, accessories and documentation intact.
Packaging condition matters. We sell branded products and need to be able to resell returned stock. Items returned with damaged packaging may receive a partial refund or be refused. To give you a clear idea of what we mean:
- Minor scuffing to the outer carton (light handling marks from transit): accepted, full refund.
- Small tear or dent to the box, product fully protected inside: accepted, but a deduction may apply.
- Box torn open, inner packaging missing or crushed: likely to be refused, or subject to a significant deduction.
- Product removed from blister pack, security seals broken, or labels removed: return refused, as the item is no longer resaleable.
Return postage for unwanted items is at your expense. We recommend using a tracked service, as we can't take responsibility for items lost in transit back to us.
Faulty or Damaged Items
Under the Consumer Rights Act 2015, you have 30 days from delivery to reject a faulty item for a full refund. After 30 days and within six months, we'll offer a repair or replacement first; if that fails, you're entitled to a refund. After six months, you'll need to show the fault was present at the time of delivery.
If your item arrives damaged or develops a fault within the 30-day rejection period, email Orders@lightshopdirect.com and let us know what's happened. We'll issue a returns authorisation and arrange for the item to be returned at our expense; you won't pay a penny in postage for faulty goods.
You choose: refund or replacement. If you'd like a replacement and the item is in stock, we'll dispatch it as soon as we've verified the fault. If it's out of stock, we'll issue a full refund instead.
Items That Cannot Be Returned
- Products that have been installed, wired in, or otherwise used (unless faulty).
- Items ordered on a bespoke or special-order basis (we'll confirm this at the time of purchase).
- Cut-to-length cable or any product altered to your specification.
How Refunds Work
Once we receive your return and confirm it meets the conditions above, we'll process your refund within 48 hours. Refunds are issued to your original payment method. Depending on your bank, it may take a further 3 to 5 business days to appear in your account.
Items Received in Error
If we've sent you the wrong item, email us at Orders@lightshopdirect.com. We'll arrange collection at our cost and send the correct item as a priority.
Your Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. This policy is in addition to those rights, not instead of them.
Warranty Exclusions
What Doesn’t Our Warranty Cover?
If your bulb develops a fault, we will do our utmost to replace it or offer a full refund (provided the item is still within its stated warranty period). However, if it becomes apparent that the product has been misused, tampered with or modified in any way, we will view this as having voided its warranty.
“Misuse” includes, but is not limited to:
- Incorrect operation by the user
- Use of non-dimmable bulbs on a dimmable circuit
- Connection to, or operation with, an unsuitable power supply
“Tampering” or “modification” includes any activity designed to alter the product so it can be used in a way not intended by its original design, such as:
- Rewiring
- Removing plugs
- Attempted home repairs
- Changing components
Unfortunately, we will not be able to replace any item that has been misused, tampered with or modified in these ways.
Returns for Trade and Business Customers
If you're buying on behalf of a business, charity or other non-consumer organisation, the following terms apply to returns. They reflect standard practice in the UK electrical and lighting wholesale sector.
Key Differences from Our Consumer Policy
Business-to-business purchases are not covered by the Consumer Contracts Regulations 2013, which means you do not have a statutory 14-day cooling-off period for change-of-mind returns. The 30-day unwanted returns window in our consumer policy above is a goodwill offer to consumers and does not apply to business orders. Your returns rights are governed by this section, the Sale of Goods Act 1979, and any terms agreed at the time of your order.
Faulty or Defective Goods
You have the same protection on product quality. If goods are faulty, not as described, or not fit for purpose, contact us at Orders@lightshopdirect.com within 30 days of delivery. We will arrange return at our expense and offer a replacement or refund, your choice.
Beyond 30 days, faulty items are subject to the manufacturer's warranty terms. We'll help you make a warranty claim and act as your point of contact with the manufacturer where possible.
Unwanted or Incorrectly Ordered Stock
We understand that mistakes happen on orders, particularly on larger projects. We will consider returns of unwanted stock case by case, subject to all of the following:
- You contact us at Orders@lightshopdirect.com within 14 days of delivery.
- The items are unused, uninstalled, and in original, undamaged packaging.
- The items are standard stocked lines (not special orders or bespoke items).
- A restocking fee of 15% may apply to cover inspection, repackaging and re-shelving costs.
- Return postage is at your expense.
- Approval is not guaranteed. We'll confirm in writing whether a return is accepted before you send anything back.
Items That Cannot Be Returned (Business)
- Bespoke, special-order or non-stocked items ordered specifically for your project.
- Products that have been installed, connected or modified.
- Items returned more than 14 days after delivery (unless faulty).
- Bulk or pallet orders where packaging has been broken and individual units cannot be verified as unused.
Credit Notes vs Refunds
For trade customers with a credit account, approved returns will be issued as a credit note against your account unless otherwise agreed. For prepaid orders, refunds are issued to the original payment method within 48 hours of receiving the returned goods.
