Returns & Refunds Policy 

We hope you are happy with your purchase. If you need to return an item, please follow the relevant process below. 

This policy applies to orders placed directly through www.festive-lights.com and does not affect your statutory rights. 

Returning Unwanted Items 

We offer a 30-day returns policy, which means you have 30 days after receiving your item to start an unwanted return. Once you have started your return, please send the item back within 14 days. 

To start an unwanted return, use our prepaid return service which can be found here. 

Return conditions 

Items should be returned in the same condition in which they were received, with all parts, packaging, accessories and instructions. Please retain your order confirmation or another form of proof of purchase. 

You may inspect an item as you reasonably would in a shop, but it must not be used beyond what is necessary to establish its nature, characteristics and operation.  

Please return the item in its original product packaging where possible. Do not apply tape or return labels directly to the original product box; place it inside suitable protective outer packaging for the return journey. 

For returns requested after the statutory 14-day cooling-off period but within our extended 30-day returns period, the item must be unused, complete, in its original packaging and in a condition suitable for resale. These conditions do not restrict your statutory rights. 

Items that cannot be returned as unwanted 

Bespoke, made-to-measure or custom-cut products cannot be returned because you have changed your mind. This includes, but is not limited to, Rope Light, Neon Flex and Strip Light that have been cut or altered to your specification. 

These items can still be returned if they are faulty, damaged, incorrect or not as described. Sale items are excluded from our extended 30-day returns period, but this does not affect any statutory cancellation or faulty-goods rights. 

How to return an unwanted item 

Please complete our returns form and place it inside the parcel. If you cannot print the form, include a note showing your name, order number, the items being returned and the reason for the return. 

You can use either of the following prepaid return services: 

Evri 

DPD 

A £3 return-postage charge will be deducted from your refund for each unwanted parcel returned using our Evri or DPD service. 

Alternatively, you may arrange and pay for your own suitable tracked return service. If you pay the carrier directly, the £3 charge will not be deducted. Send self-arranged returns to: 

Festive Lights Returns 

Unit 2 

Hillridge Road 

Martland Park 

Wigan 

WN5 0LS 

United Kingdom 

Please keep your proof of postage and tracking information until your return and refund have been completed. A return sent without enough information to identify it may take longer to process. 

Larger items 

If an item is too large or heavy for the return services above, please use our contact us form before sending it. 

For unwanted items, we can arrange a DPD Pickup return from a designated drop-off point for £8.95 per box or collection from your address for £18.95 per box. We will confirm the service and charge before arranging it. 

Returning Damaged or Faulty Items 

Please inspect and test your items as soon as they arrive and before installation. If an item is faulty, damaged, incorrect or not as described, report it through our contact us form as soon as possible, ideally within seven days so we can investigate and put things right. This request does not limit your statutory rights. 

We may ask for photographs, a description of the issue or reasonable troubleshooting information so that we can identify the quickest solution. 

Please do not return a faulty, damaged or incorrect item through the unwanted-return process unless we ask you to. If a return is required, we will provide or arrange an appropriate return method at no cost to you. 

Your options for faulty goods 

Where a refund for faulty goods is agreed, it will be made to your original payment method without undue delay and no later than 14 days after we agree that you are entitled to it. A statutory refund will not be replaced with store credit or a credit note unless you agree. 

Please test all lighting and components before installation and before arranging an installer or access equipment. 

Product warranties 

Our product warranties are in addition to your statutory rights: 

Our warranty does not cover faults or damage caused by misuse, neglect, accidental damage, normal wear and tear, unauthorised electrical alteration, or use with an incorrect or incompatible transformer or power supply. 

Refunds 

Once we have received and inspected your return, we will notify you and process any refund due. We aim to process returns within 5–7 working days of receiving them, although this may take longer during our peak season. 

For an unwanted return, we will refund: 

If you selected a more expensive delivery service, such as express, next-day, timed or Saturday delivery, the additional amount above the standard delivery charge will not be refunded. Original delivery charges are not normally refunded when only part of an order is returned. 

The applicable return-postage charge and any lawful deduction for diminished value will be taken from the refund. 

Any statutory refund due will be made to your original payment method within 14 days of us receiving the returned goods or satisfactory evidence that you have sent them, whichever is earlier. Your bank or payment provider may take additional time to show the refund in your account. 

If more than 15 working days have passed since your return arrived with us and you have not received an update, please use our contact us page. 

Promotions, bundles and multi-buy offers 

If you return part of a promotional bundle or multi-buy offer, we will recalculate the price of the items you keep. Your refund will be the difference between the amount originally paid and the recalculated price. All items supplied as part of the promotion, including any free item, must be returned to receive a full refund for the order. 

Exchanges 

We do not offer direct exchanges for unwanted products. The quickest way to receive a different product, colour or size is to return the unwanted item for a refund and place a new order for the replacement. 

For faulty goods, we may offer a like-for-like replacement where appropriate. 

Cancelling or Changing an Order Before Dispatch 

Orders are sent to our warehouse system shortly after they are placed, so we cannot guarantee that we can change or stop an order before dispatch. 

Please submit a request through our contact us page as soon as possible. If the order has already been processed or dispatched, you can return it using the unwanted-item process after it arrives. 

Returns From Outside the UK 

Please use our contact us form before returning an item from outside the UK. We will provide the appropriate instructions and help avoid unnecessary customs charges. 

For unwanted items, you will normally be responsible for the direct return cost unless the law in your country states otherwise. If an item is faulty, damaged, incorrect or not as described, we will agree an appropriate return method and cover reasonable return costs. 

Customers receiving goods in the European Union have a statutory right to cancel within 14 days of delivery and a further 14 days to return the goods. Our 30-day returns policy does not reduce these or any other rights provided by local consumer law. 

Amazon and eBay Orders 

If you purchased through Amazon or eBay, please start the return through the relevant order in your Amazon or eBay account or contact us through that marketplace. Marketplace return and refund processes may differ from those for orders placed directly through our website. 

Klarna Orders