Lightwave UK Ltd only sell quality goods that we would be happy to supply to our own friends and family, and in many cases we do. We also thoroughly inspect everything and take great care when packaging your goods to ensure that they arrive in perfect condition. However, sometimes accidents happen. If you need to return an item please read below for instructions.

Returns Policy

On 13 June 2014 the Distance Selling Regulations were replaced with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. These apply to sales of goods or services to consumers without face-to-face contact. This includes selling by mail order, through the internet, using digital television, or by telephone, fax or text message.

As defined by these regulations you have the right to cancel an order within 14 calendar days from the date of receipt of goods, subject to the conditions set out on this page. We would therefore kindly request that you inform us of your intention to return items within 14 days of receipt. We would prefer that you exercise your right to cancel by emailing using the contact form on our website or by using the following email address: [email protected] but you may also do so by any other durable medium.

The goods must be returned back to our office address at your own cost (unless we delivered the item to you in error or the item arrives damaged or defective) as soon as possible.

Returned goods should be in their original packaging and in the same unused and resalable condition that they were received. If this is not the case then your return may not qualify for a full refund. We reserve the right to make a charge not exceeding our direct costs of recovering the goods if you do not return the goods or return them at our expense.

Exceptions
You will not have any right to cancel a purchase for the supply of:
• goods made to your specifications or clearly personalised;
• goods which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly.

Situation specific returns information can be found below.

Returns Information

Unwanted Items and Exchanges
Please read our 14 days return policy above and the following stipulations:

• You will need to pay for the item(s) to travel back to us if we are to provide a refund or exchange
• Please contacts us as quickly as possible to specify whether you require a refund or exchange
• Remember to obtain proof of postage for any goods that you are returning. It is worth referring to the couriers policies on lost or damaged goods to ensure you choose the most appropriate method of carriage.

Incorrect Items
First things first, our apologies, there must have been a picking error. Please read our 14 days return policy above and the following stipulations:

• Please contact us with 14 days to inform us of the mistake.
• Please specify whether you require a refund or exchange.
• If you return the goods at your cost then we will only refund postage if they are returned by the most economical method and proof of cost is provided i.e. Postal Receipt. It is worth referring to the couriers policies on lost or damaged goods to ensure you choose the most appropriate method of carriage.

Items Damaged In Transit
Our apologies if your goods have been damaged in transit. We make every effort to ensure your items get to you in pristine condition. Please read our 14 days return policy above and the following stipulations:

• If the package is visibly damaged when delivered by our courier, please reject the delivery by refusing to sign for it. The package will be returned to our office and we will inspect the contents to determine if anything has been damaged.
• Please contact us to inform us of the rejected delivery.
• If you sign for the delivery and subsequently discover the goods damaged inside, please contact us with 48 hours of receipt to inform us of the damaged item(s).
• If you return the goods at your cost then we will only refund postage if they are returned by the most economical method and proof of cost is provided i.e. Postal Receipt. It is worth referring to the couriers policies on lost or damaged goods to ensure you choose the most appropriate method of carriage

Defective Items
Our apologies if your goods have become defective. We make every effort to ensure your items are free from manufacturing defects prior to shipping. Please read our 14 days return policy above and the following stipulations:

• Please contact us to inform us of the defective item and provide as much detail as possible regarding the fault.
• If you return the goods at your cost then we will only refund postage if they are returned by the most economical method and proof of cost is provided i.e. Postal Receipt. It is worth referring to the couriers policies on lost or damaged goods to ensure you choose the most appropriate method of carriage.

We regret that we cannot accept the return of defective items outside of our 14 days returns policy or the manufacturer’s warranty period (whichever is the longest).

All items returned as defective are thoroughly tested upon their return.

Dead on Arrival
If you receive an item and it is damaged or faulty on arrival, you must notify us within 48 hours. If we are unable to resolve the problem directly, the item in question must be returned in its original packaging for inspection. Once the item has been inspected and the fault confirmed, we will issue a replacement. If we are unable to find a fault with the item, we will return the item to you and an additional charge for delivery may be taken.

If you have modified your item before the return then any warranty that would be applied will become void.

Faulty in Warranty Period
If you have any problems with your purchase, or if any item(s) develop a fault, please contact us as soon as possible to let us know. If we are unable to resolve your problem directly and your item(s) are within warranty, you will need to return the item to us for inspection and testing, after which we will either replace or repair the item at our discretion.

Product warranties does not apply to damage or failure to perform arising as a result of any Acts of God or from any abuse, misuse, abnormal use, or use in violation of any applicable standard, code or instructions for use including without limitation those contained in the latest safety, industry and/or electrical standards for the relevant region(s).

Special Order Items
Special order items are non-returnable unless agreed in advance. Special order items are products that are not listed for sale on our website but have been ordered in specifically to fulfil your order.

Cancelling an Order
Cancellations can only be accepted by contacting us via the website contact form or by emailing [email protected] If the order has been completed and shipped, then a return will need to be arranged (Please see “Unwanted Items and Exchanges” section above).

Refund Processing
We will process refunds within 30 days of receiving confirmation of cancellation (but often much sooner). Please see our 14 Days Return Policy for details on your right to cancel. Refunds will be processed via the same tender type as the original payment.