Refund & Returns policy

Please note: All items must be checked within 24 hours of receipt.  The company cannot accept claims for damages to items if they are not notified by phone or email within this time.  If for some reason you do not think you will be able to adhere to this condition (e.g. the item is a present etc.) please inform us at the time of ordering. 

What happens if the product is unsuitable?

If for whatever reason you wish to return an item to us, you must contact us within 14 days of receipt and we will provide you with a returns number.  You will then be able to return the item to us for a full refund.*

How can I return an item to you?

If you wish to return an item to us you can either arrange to deliver it back to us yourself or we can arrange for a courier to collect it from you*1.  Dependent upon where you are in the country will depend upon the amount charged.  If the item was originally delivered on an overnight service then we make a charge of £25 per item.  If the item was delivered by our specialist delivery company then the following charges apply England  & Scotland (exc Highlands) £50 per item, Highlands - £70 per item.  If you decide to send the item back yourself then you will be responsible for any damage that may occur prior to us receiving it.

* Whether you decide to send it back yourself or use our returns service the item must be returned unused , unaltered in any way, in ALL the original packaging and in a re-saleable condition in order for a refund to be given.  If this condition is not fulfilled then the company reserves the right to offer only a partial refund or credit. Please note that any single item over £1,000 will incur a re-stocking charge of 25% of the cost of the item.

Returning Ex-Display products.

All ex-display products will incur a re-stocking charge equal to 50% of the original displayed price.

If I return a product to you when will I receive my refund?

As soon as we receive the item back it will be inspected and the refund will be issued normally within 24 hours of receipt.  Once the item has been refunded you will receive a confirmation email. 

What happens if the item is damaged on arrival?

If you receive an item that has been damaged in transit you must notify us within 24 hours of receipt either by phone or email.  We will ask you to email or send via a mobile phone, a picture of the damage.  Once this has been received we will arrange to collect the damaged item and replace it for you. *

What happens if there is a fault with an item?

We check every item that leaves our premises however if you do find a fault with an item we will gladly replace it for you.*  This applies to all items including “specials”. 

* Please note that if you find a fault with an item or the item is damaged on arrival and you decide that you do not want it replaced then you will be required to return it at your cost or use our returns service.

*1Can I return an item that you have ordered specially for me?

Any items that you wish to return that have been ordered in specially for you, which you will have been advised of at the time of ordering, can be returned however, we reserve the right to charge a re-stocking charge of 25% of the price of the item(s) in addition to any courier charge. 

Any item that has been specially made, made to order or adapted will only be accepted for return subject to a stocking charge of 50% of the full retail price . 
Please note that we only accept goods for return that have been delivered to the UK mainland and returned unused , unaltered in any way, in the original packaging and in a re-saleable condition. The company also reserves the right to charge an additional amount for any specialist courier collection, this will be confirmed prior to the collection.

N.B. We cannot accept liability for goods lost or damaged in transit.

*Refunds will only be made for items 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).

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 cannot take any responsibility for this alternative arrangement.

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