Returns & Refunds

Order Cancellations

We are happy to cancel your order for a full refund prior to dispatch. Please visit your order page to cancel your order and cancel by clicking the cancel button next to the relevant order you wish to cancel.  This only applies to orders that have not yet been dispatched.  The cancel button will not be visible if the order has been dispatched.

If your order has already been dispatched you will need to return your order to us following our Returns Policy below.

Lighting Bay Returns Policy

Returning Items for a Refund

If you are not completely satisfied with your online purchase we will happily issue you a refund for your order. You have 14 days from the date of receipt to return your item(s) back to us. All items must be returned in their original, unopened condition, complete with accessories and manual/documentation. Please note returns will only be accepted if in re-saleable condition. If this is adhered to we will issue a refund for your item(s) upon receipt.  If received in unsaleable condition, a restock charge of upto 25% will be administered upon refund.

Please contact us should you wish to return any orders that are within the above stated guidelines.

Once the parcel has been received and authorised, refund processing times may vary so please allow up to 7 working days for the refund to appear on your credit card or bank statement.

Please note Lighting Bay are unable to subsidise the costs of returning domestic or international orders unless for liability reasons.

Returning Items For An Exchange

Unfortunately, we do not perform direct exchange of orders. However, If you require an exchange for any items purchased you have 14 days to return your order back to us. Items must be returned in their original, unopened condition, complete with accessories and manual/documentation. Please note returns will only be accepted if in re-saleable condition. If this is adhered to we will issue a refund for your item(s) upon receipt.  If received in unsaleable condition, a restock charge of upto 25% will be administered upon refund.

You must place a new order for the exchange items from the online shop.

Returning Items

1. Please contact us should you wish to return any orders.

2. Package up the product with any identifying details (order number/ name / address as per order details) included in the parcel.  Ensure to secure with bubble-wrap/ card/ cardboard/newspaper any fragile elements of the product to save from impact and breakage.

3. Securely attach the address label to your parcel, ensuring any other delivery labels are removed from the packaging. Please do not attach the label directly to your purchased product.

3. Arrange the carrier,either online, post office, or other and attach postage label to parcel. Pass the parcel to the courier. Retain your proof of postage.

4. Keep your receipt and track your parcel at the carriers website if possible. Enter your tracking information within your order “return status” page for easy viewing of tracking and notifying us of the tracking details.

Returning Faulty Items

We take great care in maintaining a high level of quality control on orders being dispatched. However, if you do find a fault with your order please follow the instructions to request a return.  We will request the reason for your return and to send photographs and a brief message regarding the fault. Customers have up to 14 days to return a faulty/damaged item.

Goods are classified as faulty if they are received damaged or where a manufacturing fault occurs within 14 days of purchase. Please note refunds can only be issued once the manufacturer has verified the fault.

Where possible, we will offer to repair faulty items. If you would like to exchange your item please be aware that we are only able to do so subject to availability. You will receive a full refund if the item cannot be repaired or replaced.

Customer Returns Responsibility

Please be aware that you are responsible for the return of all items until we are in safe receipt unless the item is faulty. In which case we shall reimburse for return delivery up to a maximum of £10.00 (UK) and £20.00 (Rest of Europe). We recommend that you use an insured returns service for your protection. International orders must be clearly marked ‘RETURN TO SENDER’ as we are not liable for customs and duties back into the UK. In circumstances where the parcel is not marked as ‘RETURN TO SENDER’ we will contact you to advise of customs and duties amount and request it be deducted from your account or refund.

If an item delivered is proven to be incorrect or faulty we will reimburse any returns costs that you incur.