We take great pride in our Customer Service, so we hope you will be very happy with your purchase, but occasionally things don't go as planned.
In the unlikely event that your purchase arrives broken (we use more packing material than necessary to stop this happening!), is faulty or not as described, please contact us as soon as possible, but in any event within 14 days, either by e-mail to firstname.lastname@example.org or by phone on 01284 700288 during normal opening hours 9 – 5.30 Monday to Saturday & 10.30 – 4 on Sundays. We will assess the best way to deal with the item. We may ask you to take an image or we may ask you to return the item, and if accepted we will arrange for a replacement or refund using the same payment method as per the original purchase. If you are asked to return a faulty product, it must be returned within 14 days of you bringing the issue to our attention and we will refund the standard postage costs. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse.
If you've just changed your mind about your on-line purchase, firstly please advise us within 14 days of receiving your delivery using the cancellation form included within the Terms & Conditions section or by e-mailing us at the above address. If you do not advise us of your cancellation, we will not process your return. Please return the unwanted item, to:
Returns @ Buy the Light Ltd
4 Whiting Street
Bury St Edmunds
in an unused state and within 14 days of the date of cancellation, making sure that it is packaged in a way that means it doesn't get damaged. If the product is returned in any other way than perfect, a refund or exchange will not be given. Please include your original dispatch note or a copy of your cancellation form inside your parcel. If neither of these are available please include a note with your name, address, customer number, email address and daytime telephone number plus a note of what you are returning and why, and whether you want a refund or exchange for another product. We will send any exchange items free of postage charges.
Please be aware that if you paid a premium for a faster delivery, only the basic postage rate will be refunded.
Parcels are returned at your own cost, and we recommend that you ask for proof of postage from the Post Office as we are responsible for your parcel only once it has been received back into our shop. Items lost in transit will not be treated as returned.
Once we have received your parcel, it may take up to 5 working days for us to process your return. We will confirm by email the action that we have taken. If you haven't heard from us within this time frame, please feel free to contact us.