Refund and Returns Policy

Notice: This policy governs cancellations, returns, and refunds for distance sales of physical products (including chandeliers, light fixtures, glass and metal components) purchased through our website. Nothing in this policy affects your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015.1. Right to Cancel & Changing Your Mind (14-Day Cooling-Off Period)

Under the UK Consumer Contracts Regulations 2013, you have the legal right to cancel your order within 14 calendar days without providing a reason.

• Notification Window: You must inform us of your decision to cancel within 14 calendar days, starting from the day after physical delivery of the goods.
• Return Window: Once you have notified us, you have a further 14 calendar days to dispatch the items back to our returns facility.

Condition of Returned Goods

You are permitted to unpack and inspect items in a manner comparable to inspecting goods in a retail store (e.g., checking component finishes, glass clarity, and dimensions).

Installation Warning: We cannot accept change-of-mind returns for items that have been installed, wired, modified, or altered (such as electrical flex or chain cut to length). If items are returned damaged, altered, or handled beyond what is necessary to establish their nature and characteristics, we reserve the right to deduct an amount from your refund to reflect any loss in commercial value.2. Custom & Made-to-Order Products

The 14-day cancellation right does not apply to goods manufactured to your specific requirements or clearly personalized. This includes:

• Custom-built items made to bespoke specifications.
• Components modified, cut, or tailored specifically for your order.

3. Damaged, Faulty, or Broken Goods

We take extreme care in packaging delicate glass objects and heavy metal fixtures. If an item arrives damaged, defective, or misdescribed, your statutory remedies under the Consumer Rights Act 2015 apply:

• 0 to 30 Days: You are entitled to an immediate Short-Term Right to Reject the item for a full refund or a free replacement.
• 30 Days to 6 Months: You are entitled to a repair or replacement. If a repair or replacement is not possible or fails to remedy the fault within a reasonable time, you are entitled to a full or partial refund.

Transit Damage & Broken Glass Reporting

Due to the fragile nature of glass, we request that you inspect deliveries within 48 hours of receipt. Please report any transit damage or missing parts to customer support, accompanied by photographs of the damaged item, internal packaging, and the outer carton. This helps us file carrier insurance claims efficiently without restricting your statutory rights.4. Return Shipping Costs

• Change-of-Mind Returns: The customer is responsible for return shipping expenses. As lighting fixtures and glass components are fragile and heavy, we strongly advise using a tracked and insured carrier. Items remain your responsibility until they are logged into our warehouse.
• Damaged or Faulty Returns: If an item is verified as faulty, damaged on delivery, or incorrect, we will cover all return postage costs or arrange collection at our expense.

5. Refunds

• Standard Delivery Charges: If you cancel your entire order within the statutory 14-day window, we will refund the original standard outbound delivery charge. Any premium or express delivery upgrade costs are non-refundable.
• Refund Timelines: Refunds are issued within 14 calendar days of our receipt of the returned items (or proof of return shipment). Refunds are made to the original payment method.

6. How to Return Items

1. Contact Us: Email sales@wilkinson-ltd.com with your order number, details of the item, photos of any issues, and your reason for return.
2. Repackage: Secure the item in its original packaging with all protective foam and inserts. Ensure glass components are individually wrapped.
3. Ship: Return the package to:
   • Wilkinson Ltd
   • Units 4 & 5 Waterview Business Park
   • Off Castle Road
   • Sittingbourne
   • Kent
   • ME10 3SQ
   • United Kingdom