Last updated: [27/01/2023]
What is Your Online Return Policy?
We want you to be delighted every time you shop with us, so we have a 'no quibble' return policy. You have a right to cancel in writing for any order placed on our website up to 14 calendar days from the date of receipt. As long as we receive the returned item in a new, unused condition, we will exchange or refund it for you.
We will cover the return delivery cost if the item is sent to you in error, or if the item is faulty, damaged or defective. Otherwise, customers are required to return the items. This returns policy does not affect your statutory rights.
Damaged Items and Product Issues
If an item arrives and is faulty, damaged, defective or delivered to you in error please do not worry: we will do everything in our power to put things right.
If you have an issue or have received a damaged item, please send us an email at sales@lucentdecors.com with your name, address and order number.
Outline the issues as best you can and attach any photographs which might illustrate the damage or fault. Our team will respond as soon as possible.
How Long Does It Take To Process My Returned Item?
We try to process returns as quickly as possible, but in any case, within 14 working days from receipt of order. Refunds are issued
only to the card used in the original transaction or the PayPal account used. If we cannot offer an acceptable replacement, we will automatically refund you and let you know via email.
Where Should I Send My Returns?
If you are returning goods for a refund or exchange, please send us an email with the details and we will confirm the delivery address.
*Please note any changes which you make to your order after we despatch will incur additional charges.
The charges are applied under the following circumstances:
- Address change after your order is despatched - charges may apply, contact us by email.
- Order cancellation after it is despatched - charges may apply, contact us by email
- Redelivery due to customer unavailability – Please follow up with an "attempted delivery card" or else contact us to arrange a redelivery.
Please ensure you and your home are ready for your delivery. How?
Well, have a read here…Measuring Up for Delivery page