Refund policy

We want you to love every piece you choose from Zensori Illuminare. If something isn't right, this policy explains how returns and refunds work.

Returns at a glance

  • Full refund: available only when your light has not been installed and is returned unused, in its original condition and in its original packaging, within 30 days of delivery.
  • Installed or not in its original state: within 14 days of delivery you may still return it, but Zensori Illuminare reserves the right to deduct an amount from your refund to reflect any loss in value. After 14 days, installed lights can only be returned if they are faulty.
  • Faulty, damaged or not as described: we will repair, replace or refund it, even if it has been installed, and we will cover the return postage.

When you will receive a full refund

We will refund the full price you paid when your return meets all of the following:

  • The light has not been installed, wired or fitted.
  • It is unused and in the same condition as when you received it.
  • It is returned in its original packaging, with all parts, fittings and instructions.
  • You contact us within 30 days of delivery.

Lights that have been installed or are not in their original state

If a light has been installed, or is returned used, incomplete, damaged by handling or without its original packaging, Zensori Illuminare reserves the right to reduce 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 deducted and the reason before we issue your refund.

Within 14 days of delivery: you may cancel and return an installed light, subject to the deduction above.

From day 15 to day 30: only lights that have not been installed and are in their original condition and packaging can be returned. Installed lights cannot be returned during this period unless they are faulty.

We are unable to refund installation or removal costs, such as electrician's fees, for items returned because you changed your mind. We recommend unpacking carefully and checking every part before installation.

How to return an item

Email us at sales@zensori.co.uk with your order number before sending anything back, and we will reply with instructions. Items sent back without contacting us first may be delayed.

Please pack the item carefully in its original packaging. Unless the item is faulty, return postage is at your cost, and you are responsible for the item until it reaches us. We recommend a tracked and insured service. You will also need your receipt or proof of purchase.

Faulty, damaged or incorrect items

Please check your order on arrival and let us know within 48 hours if anything is damaged in transit, missing or incorrect, so we can resolve it with the courier quickly. If a light develops a fault, contact us at sales@zensori.co.uk as soon as you notice it.

If an item is faulty or not as described, you are entitled to a full refund within 30 days of delivery, even if it has been installed, and to a repair or replacement after that. We will cover the cost of returning faulty items.

Non-returnable items

The following cannot be returned unless they arrive faulty, damaged or not as described:

  • Made-to-order and bespoke pieces, including lights produced in a custom size, drop length, finish, colour or configuration at your request.
  • Gift cards.

If you are unsure whether your piece can be returned, please contact us at sales@zensori.co.uk before ordering.

Your refund

We will let you know once we have received and inspected your return, and whether your refund has been approved. Approved refunds are made to your original payment method within 14 days of us receiving the item, and will show as Zensori Illuminare. Your bank or card provider may take a few more days to process it. If you have not received your refund after this time, please contact us at sales@zensori.co.uk.

Exchanges

The quickest way to get the piece you want is to return the item you have and, once the return is accepted, place a separate order for the new item.

Your statutory rights

Under the Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving it, without giving a reason. Our 30-day returns window extends this for lights that have not been installed. If an item is faulty or not as described, your rights under the Consumer Rights Act 2015 are not affected by this policy.

Returns address

Please contact us before sending anything to this address.
Zensori UK LTD (trading as Zensori Illuminare)
108A Trent Boulevard, West Bridgford, Nottingham, NG2 5BL, United Kingdom