Refund & Return Policy
1. Introduction
Lamp Station are committed to selling quality products with a service to match. We understand that from time to time you may wish to return or exchange a product with us. Please make sure that you check your items carefully before they are used or installed. We also recommend that you keep your receipt or order number, which can be found on your order confirmation or on the delivery packaging, as you might need it as proof of purchase in the event of any after-sales queries.
As part of the Distance Selling Regulation, you're entitled to a 28-day Grace Period where returns can be made with a No Quibble Guarantee. Please read the rest of this policy in order to have a swift return or exchange.
This policy does not affect your statutory rights such as your rights under the Sale of Goods Act 1979 and the Consumer Protection (Distance Selling) Regulations 2000.
2. How to Return / Exchange a New Item within the 28 Day Grace Period
- Please email us with your Name, Billing Address, Contact Telephone Number, LampStation Order Number, and brief details of the reason for return.
- Once details are verified and fulfil our Returns Policy, one of our team members will be in touch within 24 hours via email. A Returns Merchandise Authorisation (RMA) code will be issued. An RMA must be obtained before any goods are sent back.
- Goods must be returned at your own cost in their original packaging and unused condition. Any accessories, sundries or promotional products supplied with the item must also be returned. Labels should remain attached and goods should be packed securely with the RMA noted on the outer box.
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Returns Address:
LampStation Returns
Unit 5 Freehold Industrial Centre
Amberley Way
Hounslow
TW4 6BX - Once goods are received they will be verified, inspected and, if necessary, tested. Refunds will be issued within 7 working days. Exchanges may incur an additional carriage charge.
3. Returns
You have up to twenty-eight working days from receiving your goods to report unwanted items. This must be done in writing by emailing customerservice@lampstation.co.uk. A telephone call is not sufficient.
Before returning any item, you must obtain an RMA (Returns Merchandise Authorisation) from our customer service department. Returns without an RMA may be delayed or refused.
Please include a copy of the dispatch note where possible. If unavailable, clearly display the RMA number on the outer packaging.
Returns sent by post are at your own cost. Please obtain proof of postage as LampStation cannot accept responsibility for items lost or damaged in transit.
4. Exclusions
The following products cannot normally be returned:
- Products made to your specification.
- Made-to-order products.
- Personalised or adapted products.
- Specially quoted bulk orders.
- Special Order items.
- Non-Stocked items.
- Direct factory order goods.
- Oversized goods.
- Items returned outside the 28-day grace period may incur a 25% handling/re-stocking charge.
5. Refunds
We will provide a refund for any product correctly returned under this policy, including original delivery charges where the fault lies with LampStation or the manufacturer.
Return postage costs will also be refunded following inspection and testing, up to a maximum value of £7.95 including VAT.
Refunds will normally be processed using the same payment method originally used to place the order.
Refunds will be processed within 14 days of receiving the returned goods.
5B. Postage & Packaging Refunds
Premium delivery services such as Next Day Delivery are non-refundable as these are optional upgraded services.
If returning goods reduces the order value below £95.00 including VAT, a charge of £5.95 will be deducted to cover the original delivery cost.
6. Improper Returns
Where goods are returned contrary to this policy:
- No refund or exchange will be provided.
- The goods may be retained until re-delivery charges are paid.
- If payment is not received within 14 days of request, LampStation reserves the right to dispose of the goods without liability.
7. Faulty Goods
If goods arrive with a manufacturing defect or are inherently faulty, please return them within 7 days of receipt for assessment.
Faulty goods must be returned before replacements are dispatched, unless otherwise agreed by LampStation.
Within 12 months of delivery, we may offer repair, replacement, credit note or refund depending on the circumstances.
Returned products will be thoroughly inspected and tested. If no fault is found, the item may be returned at your expense.
Please note that damaged glass shades are not considered a manufacturing fault, although replacement parts may be offered where available.
8. Damaged Goods
If an item arrives damaged, please contact our customer service team within 2 working days of delivery.
Claims made after this period may not be eligible for replacement.
Damaged goods must be returned before replacement items can be dispatched.
9. Incorrect Items
If you receive an incorrect item, please return it within 14 working days. We will arrange an exchange where possible or issue a refund. Your return postage costs will also be refunded.
Our liability is limited to replacing the incorrect goods or refunding the amount paid for those goods.
All returned goods are inspected for damage and authenticity. LampStation reserves the right to refuse a refund or replacement where defects or misuse are identified.
10. About Us
The full name of our company is Hope Lighting Solutions Ltd, trading as LampStation.co.uk.
Registered in England & Wales under registration number: 11719331.
Registered Address:
Unit 5 Freehold Industrial Centre
Amberley Way
Hounslow
TW4 6BX
United Kingdom