DELIVERY & RETURNS POLICY
We cannot be responsible for the courier if those instructions are not carried out, so please ensure someone is able to sign for the goods wherever possible.
Goods which come from Germany will take 3 – 4 working days direct from Germany via UPS. This does not include the day of ordering if after 12pm.
UPS may deliver up to 19:00 to residential addresses. If you have specific requirements regarding delivery, please ensure this information is provided at the time of order.
If the products from Germany are urgently required for the next available working day, Exterior Lights UK Ltd can offer a UPS Express next day service at a freight cost based on the weight of the order. They will still need to be processed on our system by 12pm on that working day to get to you the next working day. Any orders for Germany processed after 12pm will be deemed as being processed for the next working day. You will need to provide the code number/s, quantities and brief description of the products for us to calculate the shipment weight.
Exterior Lights UK Ltd do not hold many stock items therefore 99% of deliveries will be sent directly to you.
All items on our e-commerce website sold by us (Exterior Lights UK Ltd) are covered under the United Kingdom Distance Selling Regulations and we will accept your decision to return unwanted standard saleable goods (not those which are made to order) and provided we are notified in writing within 5 days of you receiving the goods. Once we have received your notification that you wish to make a return, we will review the request and confirm our consent to do so. PLEASE DO NOT SEND THE UNWANTED GOODS TO OUR P.O. BOX ADDRESS OR OUR LONDON - BOROUGH HIGH STREET ADDRESS. We will provide you with the return’s paperwork and the UK address/es of where the goods need to be returned to. The returns paperwork will be valid for 7 days and the items you are returning must be sent at your own cost, carriage paid and insured. PLEASE MAKE SURE YOU DO NOT DEFACE THE PACKAGING OF THE GOODS. THE RETURNS DETAILS MUST BE PUT ON THE OUTER PACKING. All goods returned by you must be unused, unmarked, in their original undamaged packaging, packed within an outer carton to ensure the protection of the product/s and packaging. The returns number must be clearly marked on the outer carton of any returns, but not the product packaging itself and be suitable for resale. On receipt of your returned goods they will be examined and provided the above has been complied with we (Exterior Lights UK Ltd) will refund you the price of the goods returned. We will not refund any carriage costs. You have 28 days to return goods from receipt of delivery. If goods are returned between 14 and 28 days of receipt of delivery, they will be subject to a 25% handling and restocking fee. We cannot accept the return of ‘made to order’ items or nonstandard items, so please ensure you are aware of this before you make your purchase. The maximum time you can hold onto unwanted goods is 28 days from receipt of delivery. After that time, you will not be able to return the goods for a refund. The terms relate to the Consumer Contract Regulations 2014.
Please obtain proof of posting or send the item with a tracking number as we cannot accept responsibility for goods lost in transit.
Custom made goods – Made to order
Goods which have been made to order will not be accepted for return.
Sales return samples
All sample fittings ordered must be returned within 30 days of receipt. Failure to do so will result in a 25% handling fee. All samples must be in re-saleable condition free from defects, unmarked, in their original undamaged packaging, packed within an outer carton to ensure the protection of the product/s and packaging. The returns number must be clearly marked on the outer carton of any returns, but not the product packaging itself and be suitable for resale. They must be returned at your own cost and to the address/es provided to you with the return’s paperwork and not to the PO box address or London address of Borough High Street for Exterior Lights UK Ltd. Any goods received at the returns address/es that do not reach these requirements will be refused.
Wrong Item Received
In the unlikely event our supplier has sent out the wrong item to you, please notify us within 14 days of you receiving the item/s so that we can arrange for the incorrect item/s to be collected and the correct goods dispatched to you. We will provide you with the return’s paperwork and the UK address/es of where the goods need to be returned to. PLEASE MAKE SURE YOU DO NOT DEFACE THE PACKAGING OF THE GOODS. THE RETURNS DETAILS MUST BE PUT ON THE OUTER PACKING. In this case the item/s will be collected by the courier of our supplier and the correct order will be sent to you separately. We will liaise with you regarding the collection of the wrong item/s and to ensure someone is at the premises to hand the item/s to the courier.
Faulty/damaged on delivery
Items received as faulty or damaged will be replaced providing that it is a manufacturing fault and within warranty period. Exterior Lights UK Ltd do not accept any claims for work to be carried out to install/uninstall faulty products. Any goods received damaged on delivery must be reported within 5 days of receipt.
Exterior Lights UK Ltd will ask for emailed proof of damage or faults where possible and the supply of images and a detailed description of the matter. If the item/s are deemed to be damaged or faulty Exterior Lights UK Ltd will check the stock availability of the product/s and arrange for an advanced replacement to be sent out to you. If the damaged or faulty goods are required to be returned this will be done by Exterior Lights UK Ltd in conjunction with the manufacturer/supplier’s courier. Upon inspection with the supplier if the goods are deemed damaged or faulty no further costs will be incurred. However, if upon inspection with the supplier no fault is found, or the goods are deemed faulty due to poor installation you may be subject to a handling fee of 25% to cover the cost of the returned goods due to the misuse of the product.
If the product comes from our supplier in Germany and is required to be tested in their certified laboratory facilities, the test and reports can take up to 6 weeks. Exterior Lights UK Ltd will advise you of this.
Exterior Lights UK Ltd accepts no responsibility for incidental costs incurred by the purchaser or any third party in connection with the identification, return, repair, installation or rectification of goods claimed to be faulty.