Customer Care
Returns & Exchanges
How to contact us about a return, exchange or order concern.
Contact us before sending an item back. Return and exchange eligibility depends on the confirmed order, the reason for the request, the condition of the fixture and whether it was made or altered for a particular project.
Start a request
Use the contact form and include the order reference, product name, reason for the request and supporting photographs where relevant. We will review the details and provide the appropriate next steps.
- Do not return an item without receiving return instructions.
- Keep the product, accessories and original packaging together while the request is reviewed.
- Do not install, modify or continue using a product that may need to be returned.
Eligibility
Unused, uninstalled products in their original condition are generally easier to assess. Custom-made, altered, installed, used or customer-damaged items may not be eligible for a change-of-mind return or exchange, except where applicable law provides otherwise.
Return shipping and inspection
The return destination, shipping responsibility and any applicable charge will be confirmed in writing for an approved request. Returned items are inspected before an exchange, credit or refund is completed.
Refunds and exchanges
Where a refund or exchange is approved, the available remedy and processing method will be explained with the return instructions. Original delivery charges, return shipping and other order costs are handled according to the confirmed order terms and applicable law.
Nothing in this policy limits rights that cannot lawfully be excluded in the customer’s jurisdiction.
Need to discuss an order?
Send the order reference and a clear description of the issue before returning the fixture.