Refund policy
We hope that you never need to return an item to us, however if you do wish to return your goods we aim to make this process as simple as possible.
We can take items back for up to 30 days after purchase for a full refund (not applying to bespoke items and certain products), as long as they are unused and in their original packaging. Products manipulated by clients will not be exchanged or refunded, misuse, breakage, etc. in this case it would lose any guarantee. If the product is returned in good condition, but the box, plastic or packaging in which it was included is in bad condition, the return will not be accepted. The same will happen on the contrary.
Please note that the customer is responsible for the cost of shipping for returning unwanted/unused items. Furthermore we do not refund the original cost of shipping for unwanted/unused items.
If your item develops a fault within 30 days, we can help with that too. We’ve detailed the steps to take below.
For goods purchased online
30 day Return Guarantee
With our 30 day money back guarantee you have the option to return unwanted products.
All items must be unused, in saleable condition and in original packaging with all component parts intact and unused.
Please contact our Web Team at sales@uno-lighting.com for a Returns Note Authorization (RNA). The RNA must be completed before a returns number can be issued.
Returns must be unused, in original packaging and returned to the Address we provided.
Carriage cost for all returns is at the customers expense, once the goods have been received and have been deemed to be of a satisfactory condition, we will arrange refund within 1 week, excluding the carriage cost.
To make sure no damage occurs during transport, it is very important that you take into consideration the products packaging. If the product is damaged during shipment, we will not accept the return.
Bespoke Items / Service
For Bespoke Items (which applies to LED strip bespoke cut to lengths service and bespoke color bezels) due to the made to order nature of this service, all bespoke items are non-cancellable and non-returnable, and promotional discounts/offers do not apply.
All quotations for bespoke strips are formulated based on the information provided by the buyer. Upon acceptance of the quote, the buyer affirms that the product specifications align with their requirements. Uno Lighting, as the seller, disclaims any responsibility for products not meeting customer requirements once the order has been placed.
Electrical Information Disclaimer: Uno Lighting, the seller, cannot provide information about electrical installation or electrical requirements for any lighting or electrical products. Buyers are strongly advised to consult a qualified professional before contacting the seller regarding project requirements and seeking technical information about installation and maintenance. By proceeding with a purchase, the buyer acknowledges and agrees to these terms and conditions.
The company reserves the right to make a 25% inspection and re-stocking fee on all products.
We strongly recommend that once you receive your order, check to see its condition so that in the event that you have to make a subsequent claim, we can process your claim within the deadline. Any claim made after the deadline will not be accepted on the understanding that the responsibility lies with the customer.
Remember to include the Return Slip in the returned package, as if we do not receive the Return Slip, the return will be filed for a VOUCHER.
Returns, Inspection & Advance Replacement Policy
From the date we receive your returned item(s), please allow a minimum of 7 working days for standard returns to be processed.
For items reported as faulty or requiring technical inspection and testing, processing may take up to 14 working days, as a full assessment is required before any resolution can be determined.
As per the stated return processing times, we are unable to provide updates on the status of inspection or testing before the above timeframes have elapsed. This applies to both standard and faulty returns.
If a replacement product is required urgently, we recommend purchasing an advance replacement. Please note that if the original returned item is inspected and deemed not to be faulty, we are unable to offer a refund for the advance replacement, as the item does not meet the criteria for a faulty return.
In such cases, the original item will be returned to the customer, and any associated return or re-delivery costs will be the responsibility of the customer.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
Payment by Credit Card:
Uno Lighting reserves the right to cancel/reject any orders that are made over the value of £25 by Credit card.
Any orders which are flagged as being potentially fraudulent or of risk of chargeback will be cancelled/rejected.
If you need to place an order by credit card, please contact us first
Breakage / flaw with the product during shipment:
In the event of receiving a product that has been damaged during transport, the customer has a deadline of 72 hours to a make a claim from the moment the order is received to sales@uno-lighting.com, please must provide all documentation requested in the email is indicated here:
- A detailed description of the events, indicating everything that can help clarify the situation and prove the fault of the courier service for causing the breakage/flaw of the product.
- Photographs in which the flaws of the product can clearly be identified.
- Photographs of the packaging in which we can clearly see the flaws / blows / breakage. This section is very important in that if it is not clearly demonstrated that the blame lies with the courier, the claim may not be considered.
- Photographs of the couriers ticket/label in which we can also completely see the entire product which is being reclaimed.
When sending the e-mail with the documentation, you must make a reference of the order.
Note that any notification that is incomplete or made by other means will not be considered, neither will the notifications date, so that a subsequent claim may be done correctly.
It is recommended that if any damage is seen on the packaging of your order upon receiving it, put a note on the couriers delivery note to go on record (this way, the procedures for processing a subsequent claim are facilitated).
Failure in the delivery / wrong product delivered:
This is when it is detected that a delivered product has not been received, the product differs from the one requested or does not meet the required standards that are listed on the website.
The customer has a period of 72 hours from when the product was received to notify the failure of delivery/wrong product delivered through their customer must provide all documentation requested through our e-mail sales@uno-lighting.com and as listed below:
- A detailed description of what happened indicating everything that will help clarify the facts and exhibit the orders circumstance.
- Photographs to help identify the incident. Examples: take pictures / screenshots to show errors in the description of the website/product, in the event that a product is not received, take pictures of all received products, positioned as they were delivered, and if they had padding, also place it inside the corresponding box… This section is very important, for if the incident is not clearly demonstrated, the claim may not be considered.
When sending the e-mail with the documentation you must make a order reference.
Once the incident is resolved in favour of the customer, Uno Lighting will cover the costs of both the collection of the incorrect product and the standard delivery of the correct product, or the direct standard shipment of the material, depending on the type of claim.
We have strict quality controls but in the event of a product failure within a 30 day period, goods can be returned using the above 30 day guarantee. Please return all items along with the invoice and your completed RNA with your authorization number. Over the 30 day period we will either offer to repair the defective goods or send a replacement or equivalent item of the same value.
What if my item develops a fault after 30 days?
All of our products are all of a professional and specification grade and therefore must be installed by a qualified professional to ensure the install is done safely, correctly and complies with the relevant regulations. If you have any questions about how to install the products or what is required, it is advised that you contact a qualified professional
Don’t worry, the majority of our items will come with a manufacturer warranty. If your item develops a fault and is outside of our 30 day return window, just get in touch with us sales@uno-lighting.com. We’ll do our best to get the problem sorted quickly and depending on the circumstances offer a repair, replacement or refund. The company reserves the right to make a 25% inspection and re-stocking fee on all products.
Delivery Process
We will arrange for the delivery of goods to the address provided at the time of order. Our courier service will deliver the goods and provide proof of delivery, which may include a photograph or signature confirming receipt.
Proof of Delivery
Delivery will be considered complete when our courier provides proof of delivery. This serves as confirmation that the parcel was delivered to the designated address.
Transfer of Liability
Once the goods are marked as delivered by our courier, liability for the parcel transfers to you, the buyer. This means that any loss, theft, or damage occurring after delivery is the responsibility of the buyer.
Delivery & Safe Place Policy
By placing an order with us, you agree to the following delivery terms:
1. Delivery Attempts
If the courier attempts delivery and no one is available at the address, the courier may deliver the parcel to a Safe Place. This may include, but is not limited to:
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Your driveway
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Your doorstep
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A porch area
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A designated safe location deemed appropriate by the courier
2. Authorisation to Leave in a Safe Place
Unless you have explicitly notified us in writing prior to dispatch that your parcel must not be left in a Safe Place, you authorise the courier to leave the parcel in any location they consider reasonably secure.
3. Customer Instructions
If you do not want your parcel left in a Safe Place, you must inform us in writing before the order is shipped. We will pass these instructions to the courier, but we cannot guarantee that the courier will always follow optional requests.
4. Liability After Delivery
Once the courier has delivered the parcel to your address or to a Safe Place (in accordance with the above terms), the delivery is considered completed, and responsibility for the parcel passes to the customer.
5. Failed Deliveries
If the parcel cannot be left in a Safe Place or delivered successfully, the courier may attempt redelivery or return the parcel to the depot. Additional redelivery charges may apply depending on courier policy.
Reporting Theft
In the event that you believe your parcel has been stolen after delivery, it is your responsibility to report the theft to the local police immediately. A police report may be required for any claims.
Claims and Insurance
We advise considering insurance for valuable items. If a parcel is lost or stolen, please refer to the courier’s claims process to seek potential compensation.
Consumer Rights
You are entitled to certain consumer rights under UK law regarding returns and refunds. However, if the delivery has been confirmed with proof, we are not liable for items that are reported as stolen post-delivery.
Limitations of Liability
The seller shall not be liable for any loss or damage once the parcel has been delivered and marked as such by the courier service.
By placing your order, you acknowledge that you have read and accept these Sales and Delivery Terms.