IMPORTANT - PLEASE READ CAREFULLY
1.1 While we hope that you are delighted with your order, we understand that there are occasions when you may want to return items. You can return any item within 30 days of receipt as long as it is in perfect condition, unused and in the original packaging. If you wish to make a return for any reason you must notify us that you wish to do so within seven days of receipt of the goods otherwise a refund can not be given. A restocking fee may apply to any order not received in good condition.
1.2 If an item is damaged or faulty please contact us within seven days of receipt - either by email or calling our office - to arrange for a replacement and the return of the damaged goods. If you do not advise us within seven days of receipt of goods, refunds can not be made. Subsequent to notifying us, damaged items must be received within 30 days of delivery or no refund can be made.
1.3 We will be happy to exchange the item for a replacement or to make a refund onto the card that was used when you made your purchase. We are not able to refund any delivery charges but we will send any exchange items free of charge by standard delivery. Replacement items will only be dispatched on receipt of the original item.
1.4 Please ensure you return the item/s to us within 30 days and provide proof of purchase when returning the item/s. If you are unable to provide proof of purchase, an exchange or gift voucher to the value of the lowest-selling price for the returned goods will be offered. A refund will be offered regardless if the goods are faulty.
1.5 Certain items are excluded from our returns policy. These items can only be returned in accordance with your legal rights. These are bespoke items, special orders/non-stock items, gift vouchers and sale items - these can only be returned if they are damaged or faulty.
2. Making a Return
2.1 Please return items in perfect condition and in the original packaging with any seals or manufacturers wrapping unbroken for a full refund or exchange within 30 days of receiving the goods.
2.2 Parcels are returned at your own cost. Unfortunately, we cannot refund any taxes, duties, charges or delivery costs which may have been paid when placing your order.
2.3 We ask that all returns be adequately packaged, preferably in the packing material used for delivery so that they are not damaged or lost en route as we can not be held responsible for any loss or damage to the goods in transit. If your items are too large to return by post, please contact us on 01488 657900 or email email@example.com to arrange collection by our courier. You will be liable for the cost of collection.
2.4 If using Royal Mail Services please obtain a proof of postage from the Post Office for your return. Retrolight cannot be held responsible for anything that gets lost or damaged in transit.
2.5 If required, we can arrange for our courier company to collect the parcel from your home. You will need to be at home to hand over the parcel. There is a charge for this service, which will be deducted from the refund.
2.6 If you are unsure of the best way to make a return, please contact us for advice, particularly in regard to valuable, heavy, large, or bulky items.
2.7 Please include a copy of your invoice in your parcel. Without a copy of the invoice we will be unable to make a refund. Please indicate if you would like a refund or exchange. Make sure your items are securely wrapped and send your return to:
1 Newbury Street
2.8 Purchased items remain your responsibility until they are received back at our premises.
3. Processing Time
3.1 As soon as your parcel has been received and checked, a refund or exchange will be processed. Please be aware that it can take three to four days after we have processed a refund payment for it to appear on your card statement. Unfortunately we cannot be held responsible for any interest charges made whilst waiting for your refund to process.
3.2 An email confirming the receipt of your return and the refund will be sent. If, after sending your return to us, you have not received our email confirmation within 10 working days, please contact us on (+44) 01488 657900 (Monday - Friday 0900 - 1700 GMT), so that we can look into the matter.
4. Missing items
4.1 Sometimes we dispatch in multiple boxes due to the shape or size. If this happens, parcels may be delivered on subsequent days. Please contact us to check if this is the case. In the unlikely event that we have missed an item off your order, we will arrange for a replacement to be sent immediately.
5. Gift Items
5.1 If an item was received as a gift, you may have an exchange or gift vouchers. A refund can only be made to the person who made the original purchase.