To return or exchange products
At Lights4fun, we want you to be delighted with every purchase you make. In the
event that you're not, and you wish to return a product, you may do so within
14 days of the despatch date, as long as the item is unused, in the original
packaging and in a re-saleable condition. Where promotions are applied to
orders, the proportional discount will be applied to each item in the basket
and that proportion will be refunded in the event of a return. Your statutory
rights are not affected.
To change or cancel an order
In most circumstances it??s not possible to make changes to your order once you??ve
placed it. Lights4fun.co.uk uses an automated system which immediately
processes all orders for picking and packing. If you??d like to add products to
your order, please place a new order for these items. If you need to change
details of your delivery address, remove items from your order or cancel it
completely, please contact our Customer Services team for advice on 01423
816040 during normal office hours. Please be ready to quote your order number
and order date. If your order has already been packed, despatched or delivered,
then you'll need to follow our returns procedure below on this page.
Orders lost in transit
For orders that are lost in transit using Royal Mail 1st or 2nd class, 14 days have
to pass from the date of dispatch before an investigation can be opened. 90% of
the time a lost parcel will eventually be returned to Lights4fun as 'not called
for' from a local sorting office so please visit your sorting office depot, not
your local post office to check if a parcel is being held for you. Once 14 days
have passed we can then open an investigation. We will not replace or refund
any parcel that is lost in transit before the 14 days have passed.
All orders placed using our express delivery courier option are fully insured and
tracked for peace of mind. If your items become lost in transit on our express
delivery service we will file a claim with the courier and ensure your order is
fulfilled as soon as possible.
Incorrect, faulty or damaged goods
If you are having a problem with one of our products please call us immediately on
01423 816040 or outside the UK +44 (0)1423 816040. We??re always happy to help
and will do our utmost to ensure an immediate resolution to your
problem. Depending on the circumstances we can often arrange a next
working day `swap it?? service where we deliver the new product and collect the
faulty item at the same time to make it easier for you.
How to return unwanted goods
To return or exchange goods you must follow these guidelines. Please do not simply return
your goods without following the process below.
Contact us through Play.com. Provide your order reference number, contact details and a
brief explanation for the return. We will then contact you with return details.
You can also telephone our Harrogate based team on 01423 816040 during office opening
hours (Monday to Friday 8.30am - 5.00pm). Once the Customer Services team have
established the reason for your return they will then give you a returns
authorisation number (RAN). Always write your returns authorisation number on
the outside of your parcel. Please do not write on the product
boxes; doing so will result in a partial refund. Keep a note of your RAN
and your original order reference number in case of a query. If you return any
order without a RAN or authorisation from Lights4fun your return postage costs
may not be refunded.
The returns address will be confirmed on production of your returns authorisation
When returning your goods please securely package your parcel to avoid
damage and include the initial delivery note. Please write your RAN on your
delivery note and tick all the items you are returning. We will credit the
refund to your payment card account within 10 days of receiving the returned
product (please note your bank may take up to 21 working days to credit your
account with the refunded amount). We cannot accept liability for goods that
get lost or damaged when they are returned, and request that you return your
goods using a signed for or similar tracked service. A proof of postage receipt
will not suffice. We are not liable and cannot take responsibility for any
bank charges that you may have incurred during the refund process.
We want you to be delighted with your purchase. If you're not and want to return the
product to us, you may do so following the instructions above and we will
exchange or refund it.
Under the Distance Selling Regulations, if you buy online or by phone, your consumer
rights entitle you to a full refund if you request one in writing within 7
working days of receipt. At Lights4fun we realise that this is usually not
enough time to make a decision so we give you 14 working days. We will
reimburse you the cost of returning a product back to us if the item is
deemed faulty, however will not cover any charges back to Lights4fun if you
change your mind or want to cancel the order.
Proof of purchase
You must keep your proof of purchase safe and have this to hand if we request
it. If you have a receipt or delivery note then this will suffice and
we'll refund the original debit or credit card used to purchase. We cannot
refund an alternative card and if your original debit or credit has expired you
will be issued with a credit note.
Condition of returns
It's important that returned items are in the best possible condition, so please take
reasonable care of them and keep all packaging.
Products we're unable to cancel, refund or exchange
Unless faulty or not as described, we cannot refund or offer an exchange on made to
order/bespoke items, and we are unable to accept order cancellations for these products.