Delivery & Returns

1. You have until the 14 working days of receiving the goods to report unwanted goods. You should put this in writing by email: info@thetailoredlightingcompany.co.uk

2. When returning a product, the below information is required:

• Name on invoice
• Order reference
• Address
• Email address
• Contact number
• Date of purchase
• Date received the goods
• Number of items wanting to return
• Item code, item name and quantity
• Reason for returning the goods
• Are the goods unfitted, unused, in original packaging and in a re-saleable condition?
• If would like an exchange or a full refund?
• Additional information

3. Once you have completed the above. Please then await a reply from the sales team. The sales team will reply to all return products requests within 48 hours.
4. Should the manufacturer agree to the return of unwanted goods, you may be subject to handling charge
5. Please note if you are given authorisation from the sales team to return unwanted goods, all goods need to be sent back to us in the condition they were delivered. Please put inside the box a copy of the invoice given or a note explaining why you are returning the goods with your name and address on the note and that authorisation has been given.
6. Please note unwanted goods will not be accepted back for a refund or an exchange until authorisation has been given from the sales team.
7. Please note all unwanted goods must be returned at the customer’s cost.
8. The return address is: The Tailored Lighting Company Concern LLP. Unit 21, Crosby Yard Industrial Estate, Bridgend. Mid-Glamorgan, CF31 1JZ

9. Once returned, we will inspect the goods. Providing the goods are: Unfitted, unused and in a re-saleable condition and returned in original product item box with no damages. We will offer an exchange or refund. Refunds are within 14 days via the payment method you purchased the items with.  If you require an exchange outbound delivery charges may apply. Goods that are not in the product item box are classed as un-resaleable and only an exchange will be offered.

Faulty Goods

• Please visually inspect the consignment upon delivery, if you notice any damages to the packaging then you have the right to refuse delivery. Note this to the delivery driver immediately.
• Where damage of the packaging has been noted, and you have refused delivery, you must inform us in writing within 24 hours of delivery.
• Please provide a basic inspection of the goods as soon as possible following delivery and report any faults within 48 hours of delivery in writing by email to info@thetailoredlightingcompany.co.uk
• If items are faulty at the consumers option The Tailored Lighting Company can send a spare part, replace the goods, refund the price of the goods or offer an exchange.
• If a fault, breakage, damage or shortage is discovered upon checking the item after delivery please do not fit the goods.
• Immediate replacements for damaged goods will be charged and credit issued on the return of the damaged goods to the company in the original packaging.
• Please test the goods prior to installation, if any mechanical or electrical faults are detected then you must notify us within 48 hours of testing.
• All goods have a manufacturing guarantee of 1 year.
• A receipt or proof of purchase is needed for all returns and refunds.
• If goods are delivered to another address after the delivery address, we shall not be held responsible for any breakages, defects or claims that either arise or can be reasonably assured to have risen during onward transit.

Procedure for Reporting Faults

1. Report the fault of the goods in writing by email to info@thetailoredlightingcompany.co.uk.
2. When informing us of the faulty goods the below information is required:

• Name on invoice
• Order reference
• Address
• Email address
• Contact number
• Date of purchase
• Number of faulty items
• Item code, name and quantity
• Checked for obvious damage or broken glass within 48 hours of receiving delivery YES/NO
• If would like a replacement or full refund?
• Additional information
• There is also an option to upload a picture to help clarify or explain the fault or damage.

Once you have completed the above, please then await a reply from the sales team. The sales team will reply to all faulty products forms within 2 working days.

3. Once the sales team have assessed the information given the sales team will determine the best way to resolve the fault.
4. If faulty, the consumer has the option, receive a spare part, replacement of the goods, refund for the price of the goods or option of an exchange.
5. If the fault cannot be resolved by sending a spare part the goods will need to be returned to us for inspection and testing of the fault. If you are advised to return the faulty product for inspection and testing whereby, we ask where possible to send back in the item box and also an outer box with additional packaging to prevent further damage. We cannot be held responsible for additional damage on return if goods are not adequately packaged. Manufacturing faults sent back within 6 months of purchase can be refunded to the customer however we will need a proof of postage receipt. The address of which faulty items are to be sent is: The Tailored Lighting Company Concern LLP. Unit 21, Crosby Yard Industrial Estate,  Bridgend. Mid Glamorgan, CF31 1JZ

6. Once we receive the goods they will be inspected and examined. If the fault is not visible or is difficult to see how the fault occurred the goods will then be returned to the manufacturers for inspection and testing to determine the fault, how the fault occurred and if the fault is due to a manufacturing fault. Providing the fault is as reported and the inspection and testing confirms the light is faulty due to a manufacturing fault we will offer the option of replacement, exchange or a full refund. If inspection and testing proves the fault occurred for any other reason other than a manufacturing fault the light will be returned to you and outbound postage charges will apply. This is done within 14 days from The Tailored Lighting Company receiving the faulty goods. Refunds are within 14 days via payment method you purchased the goods with.
7. Please note faulty goods will not be accepted back for a refund or an exchange until authorisation has been given from the sales team.
8. Please note we do not cover electrician costs for faulty or unsuitable items.