Refund Policy

Returns Policy - Deliveries to UK mainland only

If you are not entirely delighted with the products that you have chosen you must, under the Safebuy Code, inform us within 14 days of receipt and return them to us in their original condition and packaging within 30 days. We will be more than happy to offer you an exchange or, at our option, a refund provided that the products are returned complete, in perfect condition and in the original packaging*.

All our products are carefully packaged to avoid any damage during transit however, due to the delicate nature of the chandeliers, occasionally a droplet may be damaged in transit. To obviate the need to return a chandelier, in most cases, there are a number of spare crystals packaged with the chandelier. Should there be a need to replace more than the number sent as spares please contact the company and we will gladly provide additional crystals if required free of charge or a replacement chandelier if the company thinks it is the appropriate course of action. All the chandeliers are provided with full fitting instructions, please read these carefully before starting to hang as the company will not be liable for any damaged caused by incorrect assembly.

All claims for damaged chandeliers must be made within 3 days of receipt, claims for damaged mirrors must be made within 24 hours of receipt.

Making Returns - Products up to £595(inc vat) (UK Mainland only)

For all returns*, except where the item is faulty, you will be required to pay for the return of the products to us. If you make your own arrangements to return the goods we will only deduct £10 per item (£25 per item for large mirrors, large chandeliers and all furniture) including vat, from any refund for returns (other than faulty goods) to cover the cost of outgoing carriage and re-stocking.

If you prefer, we will arrange to collect the products from you*, for a charge of £25 per item (£50 per item for large mirrors, large chandeliers & all furniture) including vat, to cover the cost of collection, initial delivery and re-stocking. This charge will be deducted from the initial cost of the item(s). A refund will be made for the balance.*

If a product is returned and requires re-packaging/re-wrapping before it can go back in to stock an additional charge of £10 will be made. Refunds can only be made for products that are returned in their original condition and in their original packaging. The company will not make any refund if a product has been altered in any way (e.g. wire/chain cut).

Before returning any products to us, please contact us either by using the following email address or telephone number:

Telephone: 01322-437112 email:

When returning items you are strongly recommended to obtain proof of despatch. We cannot accept responsibility for parcels lost or damaged in transit except where transport has been arranged by us. We will only refund or provide an exchange for the costs of postage where the item returned is faulty.

*For all returns from outside the UK mainland please call if you need us to arrange collection and to be advised of the current charges.

Returns - For individual products priced at £600+(inc vat)

If you wish to return an item that is priced at £600 or more we will charge 20% of the purchase price plus a collection charge (up to £100 - UK mainland only). We will only accept items for refund or credit that are in their original condition and boxes and that have not been fitted.

Deliveries not collected from the Courier

If you are unavailable at the time a parcel is being delivered and have received a card advising you that the parcel has been returned to the courier's depot you will have the option to arrange delivery on another day. This service is operated by the courier and The Chandelier & Mirror Company can not take any responsibility for this alternative arrangement.

If however, you arrange to collect the parcel from the courier's depot within 5 days and subsequently do not, the courier will return the parcel(s) to us and we will make a charge of £25 per parcel (£50 per large parcel).