Refund policy

Last updated: 16 October 2026

We have a 14-day return policy, which means you have 14 days from the day you receive your item to request a return.

To be eligible for a return, your item must be in the same condition in which you received it, unused, with any tags still attached and in its original packaging. You will also need your receipt or proof of purchase.

To start a return, please contact our team at contact@highcrestlighting.co.uk, giving your order number and the reason for your return.

If your return is accepted, we will email you the return instructions and the return address, together with a prepaid return label whenever we cover the return costs (see "Return costs" below). Simply print the label, attach it to your parcel and drop it off at a parcel drop-off point or post office.

Items sent back without first requesting a return by email will not be accepted.

You can contact us at any time with questions about returns at contact@highcrestlighting.co.uk.

Return costs

  • Change-of-mind returns: if you return an item because you have changed your mind, the cost of sending it back to us is paid by you. We recommend using a tracked and insured service so that you have proof of postage.
  • Damaged, defective or incorrect items: we always cover the return costs and will send you a prepaid return label.

There is no restocking fee.

Specific return and refund conditions

  • Change of mind: if you change your mind after your purchase, you can return the product within 14 days of receiving it, provided it is unused, undamaged and in its original packaging.
  • Defective items: if you receive a defective product, please contact our customer service straight away, ideally within 48 hours, for instructions. Highcrest Lighting will cover the return costs and will provide a replacement or a refund.
  • Damaged items: if your product arrives damaged, please send us photos of the damage, ideally within 48 hours of receipt. You can then choose an exchange or a full refund, and we will cover the return costs.
  • Incorrect product received: if you receive the wrong product, please contact us, ideally within 48 hours. We will cover the return costs and make sure you receive the correct product.
  • Product not received: if your order has not arrived by the end of the estimated delivery time, please contact us, ideally within 48 hours, so that we can open an investigation with the carrier. If the parcel cannot be found, we will offer you a full refund or a replacement product.
  • Cancellation after ordering: you can cancel your order free of charge within 2 days of placing it, as long as it has not been dispatched. If your order has already been dispatched, please follow the return procedure once you have received it.

Damaged or defective items

When you receive a damaged or defective item, please contact our customer service, ideally within 48 hours. If that is not possible, contact us as soon as you notice the problem. Send us photos of the defect or damage. We will inspect the item and, once approved, provide a replacement or a full refund.

Undamaged items

You can return an undamaged and unused product within 14 days of receipt. Please make sure it is in its original packaging.

This does not apply to personalised items.

Exchanges

Exchanges are accepted. The quickest way to get the item you want is to return the item you have and, once the return has been accepted, place a separate order for the new item.

Time limits

  • Return period: returns must be requested within 14 days of receiving the product, and the item must be sent back within 14 days of telling us.
  • Refund period: your refund will be processed no later than 14 days after the day we receive the item back or, if earlier, the day you provide evidence that you have sent it back. You will receive a confirmation email.
  • Refund conditions: a refund is approved if the product is undamaged, unused and in its original packaging. Refunds for defective or incorrectly delivered products are approved after inspection.
  • Refund method: refunds are made to the payment method used for the purchase.

Your statutory rights

This policy is in addition to your statutory rights and does not affect them. As a consumer in the United Kingdom, you have the right to cancel an online order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; you have 14 days from delivery to cancel. You also have rights under the Consumer Rights Act 2015 if goods are faulty, not as described or not fit for purpose.

Return address

Please request your return by email first: we will confirm the return address and instructions to you when your return is accepted.

Questions?

We aim to reply to all enquiries within 48 hours on working days.

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Easy Returns

14 days to return your order.