UK Returns

At Crucial Lighting, we want you to be completely satisfied with your purchase. If you need to return an item, we aim to make the process simple and straightforward.

Returns

If you purchase from us online as a consumer (non-trade customer), you may cancel your order within 14 days of receiving your goods, without giving a reason. Once you have notified us of your decision to cancel, the goods must be returned within a further 14 days.

For change-of-mind returns, return delivery costs are the responsibility of the customer.

Products should be returned complete, uninstalled and in their original condition, with all components and, wherever possible, their original packaging.

You may inspect the goods as you reasonably would in a shop. We may make a reasonable deduction from your refund if the value of the product has been reduced as a result of handling beyond what is necessary to establish its nature, characteristics and functioning.

Bespoke, customised or made-to-order products may not be eligible for change-of-mind returns where the applicable legal exemption applies.

Exchanges

We do not currently offer direct exchanges. If you would like a different product, size or finish, please return your original item in accordance with this policy and place a new order for your preferred item.

This allows us to process your return promptly and ensures your chosen replacement is available at the time of ordering.

Damaged, Faulty or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery and before installation.

If an item arrives damaged, faulty, incomplete or incorrect, please contact us promptly with your order or invoice number and photographs of the product and packaging.

Please retain the product and all original packaging and do not install the product while we assess the issue.

Where appropriate, we will arrange a repair, replacement or refund in accordance with your legal rights.

Mouth-Blown Glass

Our mouth-blown glass is individually produced and each piece is unique. Minor variations in colour, shape, thickness and texture, together with occasional small air bubbles, are natural characteristics of the mouth-blowing process and are not normally considered defects.

Returns & Refunds

Please contact us before returning any product so that we can provide our returns form and the appropriate return instructions.

Please do not send returns to our UK Office unless we have specifically instructed you to do so.

We recommend securely packaging the product and using an insured and trackable delivery service. Please retain proof of dispatch until your return has been completed.

Once your return has been received and inspected, any applicable refund will normally be made to the original payment method.

Where you selected a paid Express Delivery service, any additional amount paid above the cost of our standard delivery service is not refundable where permitted by law.