Refund policy

Thank you for shopping at Lush Chandeliers. We want you to love your new lighting. If something isn't right, here's exactly how returns and refunds work. None of this affects your statutory rights.

Changed your mind? 30-day returns

Under UK law you have 14 days from the day you receive your order to cancel for any reason. We go further: you can return unwanted items within 30 days of delivery.

Tell us first: email sales@lushchandeliers.co.uk with your order number and the item(s) you'd like to return. Please let us know within 14 days of delivery if you can. We'll then send you a returns number and the return address.
Send it back: return the item within 30 days of delivery. Return postage is paid by you, and we recommend a tracked service, because we can't refund items lost on the way back to us.
Your refund: we'll refund the full price of the item, plus the original delivery charge if you paid one (standard UK mainland delivery is free). The refund goes to your original payment method within 14 days of us receiving the item back, or of you showing us proof that you've sent it, whichever is sooner. There is no restocking or handling fee.

Condition of returns

You're welcome to unpack and inspect your light, just as you would in a shop. Please don't install it, and please keep all the original inner and outer packaging, as lighting is fragile and needs it to travel safely. Write your returns number on a separate piece of paper inside the parcel, not on the product box, and seal the box with clear tape.

If an item comes back used, installed, damaged or incomplete, beyond what's needed to inspect it, we may reduce the refund to reflect the drop in its value. We'll always explain any reduction to you in writing.

Items we can't accept back

Unless they're faulty, we can't accept change-of-mind returns for items that were made to order, customised or specially ordered for you. We'll always tell you before you buy if an item falls into one of these groups.

Arrived damaged or with parts missing?

Lighting is fragile, so please unpack and check everything, including every crystal and glass part, as soon as it arrives. Ideally do this within 48 hours. Email sales@lushchandeliers.co.uk with your order number and photos of the damage and the packaging. Please keep all the packaging, as the courier may need to see it.

Telling us quickly helps us claim from the courier and get replacement parts to you faster, but it doesn't limit your rights. We'll arrange replacement parts, a replacement product or a refund, and cover any return costs.

Faulty items

Under the Consumer Rights Act 2015, your light must be of satisfactory quality, fit for purpose and as described.

Within 30 days of delivery, you can reject a faulty item for a full refund.
After 30 days, and for up to 6 months, we'll repair or replace it. If that isn't possible or doesn't fix the problem, you're entitled to a refund.
Faults that appear after that are also covered by the manufacturer's warranty: 2 years on most products, and up to 5 years on many integrated LED lights.

Please email us a description and photos of the fault, and we'll arrange collection or reimburse your reasonable return postage. Our lights must be installed by a qualified electrician. Damage caused by incorrect installation, misuse or normal wear and tear isn't a fault.

How to cancel

To cancel your order, contact us with a clear statement that you wish to cancel. The simplest way is to email sales@lushchandeliers.co.uk with your name, address, order number, the item(s) and the date you received them. You can also call us on 0121 285 9652.