RETURNS DETAILS

Lightplan takes immense pride in the quality and craftsmanship of the products in our collection. We are confident they will exceed your expectations.

However, we understand that you may need to return a product for one reason or another, and we want to make this as simple and stress-free as possible.

My purchase is the incorrect size, fit, or I’ve changed my mind.

We would be more than happy to issue a full refund for the original price. 

  • To ensure a smooth process, we kindly request that the item is returned to us in a pristine, resalable condition - Unused, unmodified and in the original package, along with all accompanying components like lamps and switches.
  • We ask that you return this to us within 45 days of delivery, as verified by our carriers.
  • We regret to inform you that we are unable to reimburse any additional costs, including postage, packing, or insurance. Until the item reaches us, its care and condition remain your responsibility.
  • For the protection of all parties, any goods returned without proper packaging or without our prior authorisation will regrettably not qualify for a refund. 

To begin the return process, we kindly ask you to complete our returns form and send it to us via post or email. Upon receipt of your request, we will issue you a returns authorisation number. Please note that items sent without this authorisation will not be eligible for a refund.

The product(s) I received are faulty.

In the rare instance that you receive a product with a fault, we kindly ask that you inform us at your earliest convenience so that we may arrange for this to be returned. The Lightplan team will escalate your claim to the manufacturer for a thorough review.

While we understand that returning the item may pose some inconvenience, please be aware that it may be necessary for testing purposes. We appreciate your understanding and cooperation in this matter.

My goods have been damaged in transit.

Should you find that an item has been damaged or is missing upon delivery, we kindly ask that you notify us within 48 hours of receipt, either by email or telephone. We recommend that you thoroughly inspect your purchase upon delivery, ensuring that it meets your highest expectations and satisfaction.

  • Should your courier ask you to sign that you have received the goods in good working condition and you have not yet had the opportunity to inspect your order, please sign for the goods as ‘unexamined’. If the goods or outer packaging is visibly damaged, please sign for the goods as ‘package damaged’ and refuse the delivery. 
  • Lightplan maintains a 454 day window for returns, and items returned to us outside this period may be subject to a handling charge (Depending on the supplier’s policies). 
  • Custom-ordered items are classified as non-stock, and incur a 20% handling charge based on the original invoice value (Prior to any applicable discounts for VAT).
  • Please note that bespoke products are classified as non-refundable, as marked on their product pages.
  • These returns policies are in addition to your statutory rights concerning faulty or misdescribed goods, as well as your right to cancel orders under the Consumer Protection (Distance Selling) regulations. For further information, we recommend consulting your local Trading Standard Department or the Citizens Advice Bureau.

Please be advised that all fittings sold with accompanying lamps or tubes are provided complimentary as part of your purchase. As such, these items are not covered under our warranty policy, nor are they eligible for replacement in the event of damage during transit. 

We regret to inform you that, due to the fragile nature of these products, we are unable to provide complimentary replacements.

Where should I send the returned goods?

For the safe and secure return of your items, we recommend using a reputable carrier that offers a recorded delivery service

Please send your returns to the following address:

Lightplan - Returns Department
605-609 Green Lanes
Harringay
London
N8 0RE

To streamline your return, it is essential that your Returns Authorisation Number is prominently displayed on the exterior of the package. This will assist us in processing your return efficiently. We kindly ask you to refrain from marking the manufacturer's packaging in any way.

Can I cancel an order?

We understand that circumstances can change, and should you need to cancel your order before your items are dispatched, we kindly request that you reach out to us at your earliest convenience.

For orders that have already been dispatched, we invite you to follow our returns procedure outlined above