Terms & Conditions

BESPOKE LIGHTS TERMS & CONDITIONS

When you place an order with Bespoke Lights, you are deemed to have accepted the Terms and Conditions set out below. Please read this page carefully as it contains important information. All products supplied by Bespoke Lights comply with current British Standards. The terms and conditions set out below do not affect your statutory rights.

ORDERING AND PAYMENT

All payments to Bespoke Lights are in British Pounds Sterling only. Bespoke Lights has no minimum order requirements. Payments must be made by debit or credit card and will be taken when your products are ordered. Bespoke Lights accept most major credit and debit cards and can accept on-line payments from a PayPal account. Transactions are processed using the trusted secure payment gateway ‘Sage Pay’. Sage pay is a leading internet payment processing company and transactions are 100% secure. Bespoke Lights understand that some customers are happier placing orders over the phone and any card details supplied over the phone are destroyed once the transaction has been processed.


When you have placed your order on our website we will send a confirmation email with your order number. If you do not receive this email please let us know on sales@bespokelighting.co.uk. Once you have placed your order it cannot be cancelled, so please check carefully before placing your order. Remember to check the size of the product as it can often look smaller in the picture. If you are unsure or have any questions please contact us at sales@bespokelighting.co.uk or on 01643 707505 as we will be happy to help.

DELIVERY

Providing all your products are in stock, we aim to ship to you as quickly as possible. We show an expected delivery date next to each item on the website. Delivery of out of stock products may take a little longer and if this is the case we will keep you informed. Some of our products are imported and this may take a little longer - we will advise you if this is the case. If you are having a bespoke light custom made especially for you, delivery times will have been explained to you by our staff.

When your order is ready to be dispatched we will send a further email advising you when to expect your items. If you wish to change the delivery address after you have placed an order please let us know as soon as possible. If our courier has not been arranged this may still be possible. Delivery to most of UK MAINLAND is FREE OF CHARGE for orders over £50.00. Orders under £50.00 to most UK mainland addresses are charged at a flat rate of £4.80. We are happy to ship to Scottish Highlands and non mainland addresses with a UK postcode (including Northern Ireland, Isle of Wight, Scottish Isles, Channel Islands, etc) and delivery is charged at a flat rate of £14.00. Delivery charges will be added to your order during the checkout process. In the unlikely event that your goods do not arrive when expected please contact us immediately on sales@bespokelighting.co.uk. Should delivery be refused and the items returned to us any and all further costs incurred due to re-delivery will be at customers cost.

RETURNS

All our products are carefully checked prior to dispatch. Please inspect your items on arrival and if there is any damage, inform us in writing within 48 hours of receipt on sales@bespokelights.co.uk. After this 48 hour period it is deemed the items have arrived in a satisfactory condition. Should there be breakages or damage, and we have been notified within 48 hours, we will contact you to arrange for a replacement to be sent to you on receipt of the damaged item. In the unlikely event that you receive the wrong product, or you wish to return the product for any other reason, please contact us within 14 calendar days of receipt on sales@bespokelights.co.uk. Goods cannot be returned to us after 14 calendar days of receipt and all returns must be notified to us prior to return.

Please understand that we cannot include bespoke light fittings in our standard returns policy as these are made to measure lights that are made to your individual requirements or sizes. We do our utmost to make sure you are 100% satisfied with your order before your light is made for you, but regret we are unable to offer refunds on bespoke fittings once the order has been placed. In the unlikely event that your bespoke fitting arrives damaged please notify us on sales@bespokelights.co.uk within 48 hours of receipt. After this 48 hour period it will be deemed that the items have arrived in satisfactory condition.

Returned items must be UNUSED, in the ORIGINAL PACKAGING and accompanied by the ORIGINAL COPY of the Bespoke Lights RECEIPT and received by us within 14 days of issuing you with your RETURNS NUMBER. The cost of returning unwanted items will be the customers responsibility. Items that are returned to us remain the customer’s responsibility until they are received by us in good order (unless damage has been notified). We therefore strongly recommend that you retain your proof of posting in case the parcel gets lost and you need to make a claim from your courier or Royal Mail. Should the returned items be damaged in any way when they are received by us (unless damaged has already been notified) we reserve the right to reduce the refund paid to you.

We offer a 12 month guarantee on all our products (except light bulbs). Additionally we have extended the electrical warranty on our light fittings to 2 years. In the unlikely event that your light fitting develops a fault within 24 months of purchase, we will arrange for a replacement or suitable alternative to be dispatched free of charge (inclusive of delivery) however return of the faulty fitting will be at the customers cost. Dispatch will be upon receipt of the faulty fitting and your original receipt. We therefore recommend you retain your Bespoke Lights receipt and your credit card receipt for at least 24 months in case you need to contact us for a replacement. Should your light develop a fault within the guarantee periods, please contact us on sales@bespokelights.co.uk before returning the item to us.

SECURITY AND DATA PROTECTION

Here at Bespoke Lights, we are very careful with your personal information.
Your details will not be disclosed to any third party and in accordance with the Data Protection Act, we will not disclose any information we hold about you. For security reasons, none of your credit card details are stored on Bespoke Lights systems once your payment has been processed. Any documentation sent will not contain the full card number - it will only display the last 4 digits of the number to shown which account was used to make the purchase. However, this does mean that if you wish to add to your order, or we need to amend your payment in any way, we will need to contact you again to take your credit card details. 

Our site contains some COOKIES. These cookies, which are tiny snippets of code, are stored on your computer to help make shopping on our site simple. These cookies are useful to remember the last page you looked at and what you have in your shopping basket etc. You can turn off Cookies via your computer although we feel this may have a detrimental effect on your shopping pleasure when using our site. We are aware that your personal information &  privacy are important and we take care to ensure we are careful to protect your information. We have first party cookies, which means we do not sell or export your data outside of our organisation.

After you have made your purchase we may contact you in the future with products that may be of interest to you, or to ask for your opinion about the service you have received. If you have signed up for our lighting newsletters, these will be sent to you by email. Should you not wish us to contact you in this way or you no longer wish to receive our newsletters, please contact us on sales@bespokelighting.co.uk and we will remove your details from our mailing list.

VAT

Value Added Tax is included in your checkout total. The rate is 20% for orders made from the UK.

COMPETITIONS & PRIZES 

To enter any Bespoke Lights competitions you must be a UK resident and over 18 at the time of entry. Competitions are not open to employees and family members of Bespoke Lights. Only 1 entry per person is accepted. Prizes are not transferable and cannot be exchanged for cash. Winners will be notified by email or telephone and the decision of the Bespoke Light's directors is final and no correspondence will be entered into. Prizes are subject to availability and in unforeseen circumstances Bespoke Lights reserve the right to substitute alternative prizes of equivalent or greater value and in exceptional circumstances to amend or cancel the competition without notice.

 

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