Refund policy

At Thehouselights, we want you to feel like every light is the perfect match for your home, however, if there's a quality issue, you may send it back within 30 days of receipt, and we will be happy to exchange, give you a store credit or provide you a refund. Return items must be in their original condition and packaging to be accepted. Please keep in mind that you need to be responsible for the item(s) return shipping costs in the condition that items without quality issues.

We have a 30-day return and exchange policy, which means you have 30 days after receiving your item to exchange an item, request a store credit, or receive a refund using our Returns Center.

All products on our website are required to be assembled and hardwired, and we are not responsible for any electrician costs, bulb costs and other additional costs.

SHIPPING POLICY

We provide free shipping on all orders. We ship most items within one week of your order date. We ship all lighting from our England (the UK) , EU(Germany//France/Italy/Spain/Ireland) warehouse by DPD/Evri/FedEx/Yodel/Royal Mail, and transit times are generally 3 to 5 working days or from our oversea warehouse by DPD/Evri/FedEx/Yodel/Royal Mail, and transit times are generally 7 to 15 working days . We’ll pick the best location to dispatch your order from depending on the contents of your order and your location.

REFUND OPTIONS

When you exchange an item, request a store credit, or receive a refund, it can all be done from our returns center. Please note, we give you an initial seven days to inspect your items for damage, missing or broken parts, or any error on our part, in which case you will receive a prepaid return label. Otherwise, you are responsible for the return shipping costs in the condition that items are without quality issues and damaged items passed seven days of delivery. Once the item is back at our warehouse it will be inspected by our team. Provided it is in as-new condition, we will issue the refund for you.

HOW TO MAKE RETURNS

Go to our Returns Center and enter your order number and email. All returns require an RMA number and approval. We will process your return within two working days once it has been received. Once you receive approval, you should pack your item carefully for return. Make sure you include all packing materials, parts, and manuals into the original box. All returned items must be in their original condition, in the same packaging, and have not been assembled or modified or are not returnable.

DAMAGED OR DEFECTIVE ITEMS

PRE-INSTALLATION INSPECTION

Upon receiving your order, we request that you make a pre-installation inspection within seven days for damage, defects, missing parts, or any error on our part. If you suspect any of these things, go to our returns center to request an exchange, store credit, or refund, in which case you will receive a prepaid return label. If no pre-installation inspection is made, you still may return it within 30 days. However, you will be responsible for the return shipping costs.

REFUSE DELIVERY

PLEASE NOTE: DO NOT refuse the delivery. Please contact theHouseLights Customer Service for assistance if you would like to return the shipment. Refused shipments/packages have been known to get lost in the return process and may not be returned to us. If you refuse your shipment and it does not return to our warehouse, we are unable to issue a refund.

LOST IN TRANSIT

You may track your package in our Tracking Center. If your order gets lost during transit or is marked delivered, and yet you cannot find it, contact your courier immediately. Once your order has shipped, your courier becomes responsible for its safe delivery. Both DPD, and FedEx have excellent tracking and claims support on their parcel tracking pages.

RETURN RESTOCKING FEE

A few items carry a restocking fee of 25% if returned, such as items on the 30%OFF SALE page, items purchased with gift cards, customized items, and items requested by a quotation. Unfortunately, items that have been assembled or modified are not returnable.

RETURN PROCESSING FEE

Information of Return Tracking Number and Carrier are required when returning our items. In particular case, return processing fee of £25 will apply, if order returned without being conducted a return request in advance. Start a Return Request.

DELIVERY ADDRESS CHANGES

Should you want to change the shipping address or delivery date after your item has been shipped, contact your courier immediately. Unfortunately, orders that have already been shipped cannot be canceled. However, you may return them after received.

SHIPPING CANCELLATIONS

Should you want to cancel an order, preorder, or quotation for any reason before it has been shipped, please contact us immediately for a full 100% refund.

REFUNDS

We will notify you within two working days once we have received and inspected your return. Provided it is in as-new condition, we will issue a refund for you. Refunds are automatically refunded to your original payment method in 7 working days. Please remember it can take some time for your bank or credit card company to process and post your refund.

START A RETURN

Go to our Returns Center to start a return!