Terms & Conditions

1. Return Policy

1.1 Refunds

Customers are entitled to a 14 day return / refund policy. For refunds to be approved all items must be returned undamaged and in their original packaging complete with manuals etc. the 14 day period begins once a parcel has been delivered. It will be your responsibility to have the item(s) sent back to our warehouse, please make sure your order number and name is clearly outlined so we can identify the order and process the refund. Refunds will be placed back onto the card or method that was used to pay, please allow upto 7 days for a refund to reflect into your bank account.

1.2 Special orders

We do not stock the complete catalogue of products that are available therefore If we have ordered an item especially at your request (one that is not on our website but from the catalogue) this item(s) will not be refundable.

1.3 Exchanges

If you have ordered an item by mistake then we will exchange this given the above parameters are met. If the price for the replacement costs more we will charge or refund the difference.

1.4 Defective items

If you have received an item that is defective or breaks within the warranty period, we will replace that item at no extra cost to you.

1.5 Restocking Fees

There will be a restocking fee of 15% of the item(s) of returned items.

1.6 Return Address

One Light Shop
Unit F3, RD Park
Stephensons Close
Hoddesdon
EN11 0BW

2. Shipping Information

● Orders placed before 3PM Monday - Friday will be shipped the same day.

● All UK orders over £100 will receive FREE Delivery on items under 1.6 meters.
● Saturday delivery is offered at an extra charge and can be calculated at checkout.
● We are not responsible for shipping time frames as this is handled by a third party.
● All Deliveries will require a signature upon receipt.
● Deliveries will be attempted 3 times, it is your responsibility to be available for these, If the delivery can not be completed and is subsequently returned to us, there will be another charge to reship the item(s)
● Lost or stolen items must be reported to us immediately so we can investigate/initiate a claim where necessary

 


Deliveries from Monday to Friday using APC:
● Up to £6.99 Next day delivery on orders under £100.00 and 1.6meters in length when placed before 3PM. These deliveries are only Monday - Friday also.


● £10.00 Next day delivery for packages over 1.6 meters in length. These deliveries typically take a couple of days and are delivered between Monday - Friday.

● FREE Next day delivery on order over £100 when placed before 3PM. These deliveries are only Monday - Friday also.


Expedited UK Delivery Using Various Carriers
If a client prefers Saturday delivery or a more specific time window then it is an extra cost, this cost can be determined at checkout using the shipping price and delivery type comparison giving you the more flexibility you need.

 

2.1 Undeliverable Packages

Packages that are undeliverable due to no one being available and subsequently returned to us
will incur a redelivery shipping charge for another attempt.


 

3. Using your personal data

One Light Shop will never use or sell your personal data to any third parties, third parties may be involved for the purpose of completing an order, they can include but are not limited to shipping companies and card processing companies for example. We will use data you have submitted to us for corresponding with you for an enquiry that you may have made.

We may use your data for in house marketing purposes once it has been submitted through our website via an order or given to us over the telephone. Information can also be collected via promotional discounts or newsletter pop up banners for example. All marketing communications can be opted out.

3.1 Storing personal information

We hold the personal data that you supplied in the course of placing your order or enquiry. The data normally consists of: product information, transactional information, fraud checking information, name, address, phone number, email, special delivery instructions and potentially other information to ensure the successful completion of your order.
We may hold notes of our communication with you through different channels including, but not limited to: email, live chat, CRM (Customer Relationship Management system) and phone.

3.2 Co-operating with legal authorities

Where we are legally required to forward your or your business information is the only instance your data will be transferred from us. 

3.3 Contacting us

For any questions or help regarding this policy or anything else please email us at: customerservice@onelightshop.com