If an item arrives damaged or faulty or incorrect this must be reported within 7 days of receiving the item. Beyond this period any fault to the product must be reported as soon as is reasonably possible. We may ask the customer to provide details of the fault or damage so we can assess the best way to deal with the problem. 


If an item develops a fault within the first 30 days, the customer is entitled to a refund or exchange. If a fault develops after 30 days, but within the warranty period, a replacement will be processed and, where a replacement cannot be made, a credit note will then be issued. Festive Lights LTD cannot be held liable for or responsible for any additional third-party costs or equipment required should your lights become faulty and need to be removed. 


If you are asked to return your items, please follow the procedure below in order to do so. Please note that this information relates to returning a parcel from within the UK. Please contact us regarding returns from overseas.


How to return items

1. Please click HERE to download your returns label. Regardless of the method by which you return any item/s to us, you must fill out the returns form indicating which items you are returning and why, and place this within your parcel.


2. We currently offer two options for returning your parcels to us. Choose your preferred option below to proceed with your return:


  • Choose from ParcelShop drop off, Locker drop off or Courier collection
  • Max 15kg
  • Max dimensions vary per option


Create an Evri Return



Create a Royal Mail Return


       


Larger items


We can arrange for collection of larger items (from designated drop-off points) using DPD Pickup Returns, if required. It is also be possible to arrange a collection from your address. In exceptional circumstances please contact us.


More information


Where possible, please return the items to us in the original packaging. The Post Office will provide you with a Proof of Postage receipt; you must keep this as it contains the tracking information for your parcel. Please note that without your Royal Mail receipt, we cannot take responsibility for your parcel if it does not arrive back to us. In such circumstances we would, unfortunately, not be able to offer a refund.


Once received back and they have been assessed, you will then be issued with a replacement (if the items cannot be repaired) or a refund. Typically this may take 5-7 working days. If the item is not faulty, Festive Lights Ltd will contact you to discuss the next procedure.


Under some circumstances (usually when a product is no longer within the warranty period) we may be able to offer spare parts. Please note that products sold as spares have a 3 month warranty.


Should your item be within its warranty period but become faulty following installation, Festive Lights LTD cannot be held liable for or responsible for any additional third-party costs or equipment required to remove and re-install your lights. This extends but is not limited to the use of cherry pickers, cranes, scaffolding etc. - please note that this is not intended to represent an exhaustive list.  


This returns policy does not affect your legal rights. Details of your legal rights are available from the Citizens' Advice Bureau or Consumer Direct.