Last updated: 21/11/2025
1) Introduction
This returns and refunds policy applies to all orders placed on lightable.uk.
Our goal is to provide a simple, transparent and worry-free shopping experience.
In accordance with UK consumer protection regulations, you benefit from a right to cancel your order, as well as legal guarantees in case of faulty or non-compliant products.
2) Right to Cancel (Cooling-Off Period)
Under the UK Consumer Contracts Regulations, you have 14 days from the date you receive your order to exercise your right to cancel, with no need to provide any justification and without penalty.
To exercise this right, please contact our customer service at:
📧 contact@lightable.uk
and specify your order number and the items concerned.
Products must be returned in their original condition, complete, unused and in their original packaging, within 14 days after notifying us of your cancellation request.
Return shipping costs are the responsibility of the customer, except in cases where we made an error or the product is faulty.
3) Items Excluded from Returns
The right to cancel does not apply to the following items:
• Custom-made or personalised products
• Sealed items that cannot be returned for hygiene reasons once opened
• Products that have been used, installed, damaged, or are incomplete
4) Return Procedure
Please send a request to contact@lightable.uk including:
• your order number
• the product(s) concerned
• and, if you wish, the reason for the return
You will receive a confirmation email with instructions and the appropriate return address depending on your product.
Return the product in solid, secure packaging to avoid damage during transport.
Keep the proof of postage until the refund is processed.
5) Refund Timeframes & Conditions
Once we receive and inspect the returned item, we will issue a full refund for the product, including the initial delivery fee (if applicable).
Refunds will be issued within a maximum of 14 days from:
• the date we receive the returned item, or
• the date you provide proof of postage for the return
(whichever occurs first)
Refunds are issued using the same payment method used for the original order, unless agreed otherwise.
6) Faulty, Damaged or Incorrect Items
If an item arrives damaged, defective, or does not match your order, please contact customer service within 14 days of delivery:
📧 contact@lightable.uk
In such cases, return shipping costs are fully covered by Lightable.
Depending on the situation, you may choose between:
• a replacement item, or
• a full refund
7) Delays or Lost Parcels
If a parcel has not been received within 30 days after placing the order, the customer may request:
• cancellation of the order, and
• a full refund of all amounts paid
No fees will be applied.
8) Return Contact Address
Returns are handled exclusively by our customer service team.
The exact return address will be communicated to you by email after your request is validated and depending on the product concerned.
📧 Returns Department — Lightable
contact@lightable.uk
9) Complaints & Alternative Dispute Resolution
If a dispute cannot be resolved amicably, customers may use the UK’s free Alternative Dispute Resolution (ADR) services.
Designated ADR provider:
RetailADR
📍 33 Floor, Euston Towers, London NW1 3DP, United Kingdom
🔗 https://www.retailadr.org.uk/
(This is the UK equivalent of the French CM2C mediation service.)
10) Contact
For any return, exchange, or refund request, please contact our customer service:
📧 contact@lightable.uk
📞 +33 6 52 64 36 14
🕓 Monday to Friday, 9:00 a.m. to 6:00 p.m. (UK time)