Refund and Returns Policy
At Hexagon Lighting, we want you to be completely satisfied with your purchase. If for any reason you're not happy with your order, we've made our returns process as simple as possible.
Our Returns Policy
We offer a 14-day returns policy on all eligible products. This means you have 14 days from the date you receive your item to request a return for a full refund.
To be eligible for a return, your item must be:
- Unused and in the same condition that you received it, unopened and in the original packaging
Non-Returnable Items
Due to the nature of certain products, the following items cannot be returned:
Custom Lighting Designs – As these are made to order based on your specific requirements, we cannot accept returns on custom lighting designs
Custom Signs – As these are made to order based on your specific requirements, we cannot accept returns on custom signage.
Installed Products – Once hexagon lighting or vented flooring has been installed, it cannot be returned.
If you have any concerns about your custom order before it’s produced, please contact us immediately so we can address any issues.
How to Return Your Item
Step 1: Contact Us
Email us at [email protected] with:
- Your order number
- The item(s) you wish to return
- Your reason for return
- Photos of the item (if damaged or faulty)
We’ll respond within 1 working day with return instructions and authorisation.
Step 2: Pack Your Item
- Securely package your item in its original packaging
- Include all accessories, manuals, and documentation that came with the product
- Use adequate protective packaging to prevent damage during transit
Step 3: Send It Back
- Send the item back using your preferred courier service
- We strongly recommend using a tracked delivery service
- Keep your tracking number and proof of postage
- Send returns to the address we provide in our return authorisation email
Refunds
Once we receive your returned item, we will:
- Inspect the item to ensure it meets our returns criteria
- Process your refund within 5-7 working days
- Send you an email confirmation once the refund has been issued
Your refund will be credited to the original payment method used for the purchase.
Please note: Standard delivery charges will be refunded. Return postage costs are the responsibility of the customer and are non-refundable.
Damaged or Faulty Items
If your item arrives damaged or is faulty, please contact us within 48 hours of delivery with:
- Your order number
- Clear photos of the damage or fault
- A description of the issue
We’ll arrange for a replacement or full refund, including return postage costs, for any items that arrive damaged or faulty through no fault of your own.
Lost or Damaged Returns
We cannot be held responsible for returns that are lost or damaged in transit. This is why we strongly recommend using a tracked and insured delivery service when returning items to us.
Cancellations
You have the right to cancel your order before it’s dispatched. Once an order has been shipped, our standard returns policy applies.
For custom signs, cancellations must be made within 24 hours of placing your order, before production begins.
Questions?
If you have questions about delivery or need to make special arrangements, please get in touch:
Email: [email protected]
We’re here to help ensure your lighting arrives safely and on time.