What is the returns policy?
If you are not completely happy with your online order, you may send it back to us for a refund or exchange within 14 days of purchase. There is no exception to this rule.
Our simple rules of returns are as follows:
- Item(s) must be returned within 14 days of purchase.
- Item(s) must be unused with any original tags still attached.
- Item(s) must be in the original packaging and be in the original saleable condition.
- The product(s) would need to be returned to their place of purchase, any cost associated with returning the goods would be at the consumers expense.
We will not refund the initial shipping cost of your order.
Any cost associated with returning goods will be at your expense. The cost of the freight of a returned item is at the liability of the customer both ways, i.e. back to the store and then again to the customer.
We cannot refund sale items or items purchased during sales promotions. We can exchange these items or issue you with a credit note. It is important that you check your order upon collection and always before use or installation. If there is any problem, let us know immediately and we will try our best to resolve it for you.
If your purchase was made from our online store please contact them directly to arrange the return of your order.
Please note that any refund given would be less original postage/insurance costs. (In the event that your goods were shipped for free the actual postage amount would be deducted from the refund).
What is our return procedure?
Before attempting to return an order, you will need to contact our customer service team to request a returns authorisation email. Without this the process may take longer. We encourage you to use a registered courier service, along with good packaging, when sending your parcel. Eurolight is not responsible for any undelivered, lost or damaged parcels.
You will need to cover the cost to return to us, and include the original proof of purchase (store receipt or online order confirmation email) along with the return item. Please note that your return must be sent back within 14 days of the order date.
The box in which the item was received must still be sealed, with no sign of tampering and cannot have been opened for a return to be honoured.
Can I exchange a product?
Exchanges are allowed provided that the item is in uninstalled, unused, and in resalable condition with all original packaging and tags attached. Exchanges must be sought within 14 days from purchase. Simply contact us and return what you don’t want and place a new order for what you require on our website or over the phone.
What happens if my product arrives damaged, or isn’t what I ordered?
If you have received a damaged, defective or wrong product, please contact our customer service team and let us know. We will sort it out for you as soon as possible.
In some cases where an item is found damaged or faulty, the item will need to be returned to us for full inspection.
When will I get my refund/exchange?
Your refund or exchange will be processed as soon as the returned product reaches our warehouse, gets inspected by our customer service team and is confirmed to meet our returns policy.
Please allow for up to 14 days for your refund or exchange to be processed. All refunds will be provided via the original method of payment.
Can I still return my order after 14 days?
Eurolight only accept returns within the 14 day return period. If 14 days have passed, Eurolight reserves the right not to offer an exchange or refund for change of mind. In special cases, Eurolight may, at our discretion, provide you with store credit or an exchange.
All products we sell come with a manufacturer’s warranty. Please check the individual product regarding warranty periods as they vary depending on the item.
Many of our products come with In-home Warranty, such as the majority of our ceiling fans and bathroom heater systems. In home warranty means that if you find a fault in the product after it has been installed by a licensed electrician, the manufacturer will arrange for a service agent to repair, replace, and reinstall the product for you. This will save you the additional costs of hiring an electrician for re-installation. Eurolight is not responsible for the organisation of this.
If an item under warranty needs to be replaced by Eurolight, we may request for the electricians invoice before we replace/authorize any such replacement of an item under warranty.
Please note that ALL ELECTRICAL WORK MUST BE PERFORMED BY A LICENSED ELECTRICIAN.
This does not apply to DIY (Do-It-Yourself) products. Failure to do so will void the manufacturer’s warranty. In addition any repair work or modification of the product without the approval of Eurolight, or the manufacturer, will void your warranty. The manufacturer’s warranty does not cover incorrect installation, normal wear and tear or ageing, damage through incorrect use or power surges.
Here you can find a list of information from the manufacturers for all your warranty queries.