Our Promise

We want you to love every piece you choose. If something isn't right, here is how returns work. You can read the full details in our Refund Policy.

Full refund

You will receive a full refund when your light has not been installed and is returned unused, in its original condition and in its original packaging, with all parts, fittings and instructions, within 30 days of delivery.

Installed or not in its original state

If a light has been installed, or is returned used, incomplete or without its original packaging, Zensori Illuminare reserves the right to deduct an amount from your refund to reflect the loss in value. This may include the cost of replacement parts, cleaning, repacking, or the item no longer being saleable as new. We will always tell you the amount and the reason before refunding.

• Within 14 days of delivery: you may still cancel and return an installed light, subject to the deduction above.
• After 14 days: installed lights can only be returned if they are faulty.

We are unable to refund installation or removal costs, such as electrician's fees, for change-of-mind returns, so please check every part carefully before installation.

Made-to-order and bespoke pieces

Pieces made to your own specification, including made-to-order and bespoke commissions, cannot be returned for a change of mind. They can only be returned if they are faulty or damaged on arrival.

Faulty or damaged

Please check your goods on arrival and let us know within 48 hours about any transit damage or missing items, so we can resolve it with the courier quickly. If a light is faulty or not as described, we will repair, replace or refund it, even if it has been installed, and we will cover the return postage.

How to return

Please tell us in writing, by email to sales@zensori.co.uk or by letter, before sending anything back. A telephone call is not sufficient. Unless the goods are faulty, return postage is at your cost and you are responsible for the goods until they reach us. Please pack them carefully and ask the Post Office for a free certificate of posting as proof you sent them. Once a return has been agreed, please make sure the goods reach us within 14 days.

Your refund

Once we have received and inspected your return, we will let you know. Approved refunds are made to your original payment method within 14 days of us receiving the goods, and will show in your account as Zensori Illuminare.

How to send a return

Please do not send returns to our registered office, as it cannot accept large parcels. Email us at sales@zensori.co.uk before sending anything back and we will confirm the correct returns address for your item.

This does not affect your statutory rights. Zensori Illuminare is a trading name of Zensori UK LTD.