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Returns Information

We want you to be delighted with your purchase and would be grateful if you would check the contents of your delivery carefully within 24 hours of receipt. If you wish to report missing, damaged, or faulty goods, please follow the link below.   

Due to current circumstances regarding Covid-19, we are extending our 'Change Your Mind Guarantee' to give our customers 90 days from the date of purchase to inform us they wish to return their goods. Please be reminded that these items must remain in resaleable condition and cannot have been installed or attempted to install. 
 
Please have your order number to hand, you can find this on your order confirmation here:
 
 
 

 
Please be aware of the courier parcel limits:
 
  • DPD accepts parcels up to 20kg, max 60 x 60 x 60cm;
  • Shell accepts parcels up to 5kg, max 45 x 35 x 16cm;
  • InPost accepts parcels up to 15kg, max 41 x 38 x 64cm;
  • Please use DHL Express collection service for larger parcels.

 

WHAT HAPPENS ONCE WE RECEIVE YOUR DAMAGED OR FAULTY ITEM(S)?

Our Returns Department will be in touch via email once you have dropped off / had your item collected via our portal.

To enable us to process your return please respond giving full details for the return reason.

Once the item(s) has been received back by us it will be processed through our Returns Department (subject to compliance with our Terms and Conditions) including a full inspection and testing. Should your item be found to be faulty or not up to the required standard a credit will be issued within fourteen days including any applicable carriage charge. 

If the item is found not to be faulty and is up to the required standard no refund will be issued. You will be contacted, and the item can be returned to you at your cost provided you confirm to do so within 14 days of notification. Following this period, the item(s) will be disposed of in accordance to the WEEE directive.

 

OUR 'CHANGE YOUR MIND' GUARANTEE...

If you wish to return anything under our Change your Mind Guarantee, we have extended our policy to 90 Days from your delivery date. Please let us know within 90 days of receiving your order if you want to return any part of it.

To initiate the return process please click on the link above and follow the simple process.

Also, it is really important that we receive your Change your Mind returns in a saleable condition - with all the original manufacturers packaging (unmarked in any way and no labels attached), free issue bulbs (where applicable) accessories, and instructions complete and intact otherwise this could affect your refund. Individual component parts of a "kit" cannot be returned, unfortunately.

 

Non-stock items, one-off items ordered as “specials” cannot be returned either.

If you need to re-seal the manufacturer's packaging, please only use the minimum amount of clear tape to secure it.

Please ensure the product box is packed suitably for transit in an outer carton or bubble wrap.

 

The cost of our Returns Drop off service is £4.99 Inc. VAT.

Our Returns Collection service is from:

  • One Box: £10.99 Inc. VAT
  • Two Boxes: £13.99 Inc. VAT
  • Three Boxes: £15.99 Inc. VAT 

 

For full details regarding our returns policy, please see our Terms & Conditions.

If you have a query about returning your order, please contact our Returns Team at enquiries@castlegatelights.co.uk.

 

We're open Monday – Friday, 9 am - 5 pm, and would love to help you out with any questions you might have. Alternatively, take a look at our FAQs section for some commonly asked questions.

 
 

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