Order by 12Midday Monday to Friday, your order will be dispatched later that day and delivered on the next working day(MON-FRI). Orders placed after 12Midday will be dispatched the following working day(MON-FRI) and therefore delivered the next working day(MON-FRI). Orders placed after 12Midday on a Friday and across the weekend will be despatched on Monday.

WE CURRENTLY DO NOT DELIVER ON WEEKENDS OR BANK HOLIDAYS.       NEXT DAY SERVICE IS ONLY AVAILABLE FOR UK MAINLAND EXCLUDING HIGHLANDS.

Returns

Changed your mind?
No problem.

Our goodwill refund policy does not affect your statutory rights under the Consumer Rights Act or other applicable legislation.

Our 'Goodwill' refund or exchange policy means you can return an item with a valid order summary document within 28 days of receipt. Our goodwill policy applies where there is no statutory right to a refund or exchange under the Regulations or otherwise. For a refund or exchange under our goodwill policy, items must be unused, returned in the original packaging and in a re-saleable condition. Delivery charges will not be refunded.

I've missed my delivery. What should I do?

Please call us on 01202 690945 so we can rearrange your delivery. If you have missed both delivery attempts by our carriers the goods will be sent back to the store and a new delivery fee will need to be charged. We will then arrange for the goods to be resent.

If you wish to cancel your order, we will issue a missed delivery fee of £8.50 from your refund amount. 

How do I return Items bought in store?

For a refund or exchange. Factory Shop purchases can only be returned to shop. Don’t forget to bring along your receipt.

How do I return items bought online?

Please login to your account, view your order and initiate a return from there.

We recommend you get proof of posting for peace of mind.

Simply return your item(s) using your local postal service; you’ll need to pay the postage.

Poole Lighting, The Factory Shop Returns  
9 Cabot lane,
Creekmoor,
Poole.
BH17 7BY

Once we have received your item(s) and checked the return we will issue your refund. All refunds are issued within 3 to 5 days of items being received.

I've lost my order summary/returns form. What should I do?

If you no longer have your order summary and you wish to return your items, Please call Online Customer Services on 01202 690945 to speak to one of our team.

I've received the wrong item. What should I do?

We’re really sorry about that. If you have received any incorrect items, you must inform us within a reasonable period of time (14 days). Where possible, you will be asked to return the products to us using one of our free returns options. If it is not possible for you to return the item, and if you are eligible for a refund or replacement, this will be discussed at the point of contact.

I've received something damaged or missing. What should I do?

We’re really sorry about that. If you have something missing or damaged you must inform us within a reasonable period of time (14 days). We will then send out the missing or damaged items on a next day service. 

There is problem with the quality of my purchase. What should I do?

We’re really sorry about that. you must inform us within a reasonable period of time (14 days). Where possible, you will be asked to return the products to us using one of our free returns options

Please contact our Customer Service team on 01202 690945 or [email protected] to discuss what to do next.

I've exceeded the 28 day limit for a full refund. What can I do?

If you purchased the item in store:

Your receipt will no longer be valid. We’ll give you a credit receipt for the item’s last known selling price, unless it’s faulty. If the item has gone into the sale since you bought it and you don’t have a valid receipt, you’ll be given a credit receipt for the sale price.

If you purchased the item online:

The order summary document that came with your order is your proof of purchase and will show a dispatch date – the last return date is 28 days from this date (we appreciate that online orders may arrive a few days after the dispatch date, so we do allow a few extra days for returns for online orders). If you miss this date, items can only be exchanged in store. If you return an item with an expired order summary document via post, it will be returned to you and a delivery fee will need to be paid.

Do I get a refund if I don't collect my order?

We keep orders for 14 days; after that we’ll return the items to stock and issue a refund via the original method of payment. If you can’t pick up within 14 days, we can sometimes extend the holding period – please call the store on 01202 642704 to speak to one of our team.

What is the credit receipt policy?

Credit receipts are valid for 24 months from the date they’re issued – and can only be used in store. Please note: we can’t replace or extend lost, damaged or expired receipts.